Best practices on how to efficiently manage and answer customer questions on the Ozon platform

When operating a store on the Ozon platform, efficient management of customer issues not only helps enhance consumer trust, but also improves service quality and promotes sales growth. This article will detail best practices on how to monitor and professionally answer customer questions on Ozon.

1. Monitor customer issues

In Ozon’s personal center, merchants can effectively monitor questions raised by customers through the following steps:

1. Enter Personal Center
   Open the Reviews → Questions and Answers section, and sellers can see all customer questions, arranged by date from newest to oldest.

2. Category View Questions

   • All questions: Displays all questions asked by customers.
   • New: Displays questions that have not been viewed yet and require a timely response.
   • Viewed: Includes questions that have been viewed but not answered.
   • Handed: Shows questions that have been answered and posted on the product card.

It is recommended that sellers regularly check these questions and provide quick and detailed answers to enhance the overall image and credibility of the store.

3. Mobile Application Monitoring
   In Ozon’s mobile app, sellers can monitor by opening the menu and selecting Reviews and Questions → Questions about the product. Supports direct search for specific problems through the search function, which effectively improves the efficiency of problem handling.

4. Turn on notifications
   It is recommended to turn on the notification function in Menu → Notification Settings to ensure timely response to customer issues. Merchants will be notified immediately whenever a new question is submitted, ensuring important customer interactions are not missed.

2. Answer customer questions professionally

Answering customer questions efficiently and professionally on the Ozon platform is key to improving brand reputation and customer satisfaction:

1. Enter the question answering process
   Select Reviews → Questions and Answers in the personal center to find the questions that need to be answered. Merchants can also search by item number or product name.

2. Write an answer
   Before preparing an answer, sellers must read and abide by the “Customer Service Communication Editing Rules”. All answers should be informative, directly related to the product, and should not contain links to other products or your own company website. The seller’s answer must avoid vulgar and insulting language.

3. Submit your answer for review
   After entering the answer and submitting it, the merchant’s answer will be reviewed. Normally, the review process will take no more than a week. Once approved, the answer will be published publicly and the user will be notified by the system via push notification or email.

4. Follow publishing rules
   All answers should comply with Ozon’s publishing guidelines to avoid being rejected by the administrator or having the content deleted. Make sure your communication is healthy and positive and avoid derogatory and negative comments.

3. Communication standards and precautions

When communicating with customers, follow the following guidelines to help create a positive communication atmosphere:

1. Avoid inappropriate language
   Vulgarity, insults, and negative comments about competitors are prohibited. Additionally, personal contact information is disabled for private communications to maintain customer privacy and the platform’s business reputation.

2. Keep it professional
   Communication should be maintained in a business style and avoid using capitalized text, excessive punctuation, and emoticons. Fluent and standardized language expression is the basis of business communication.

3. Proactively resolve disputes
   When dealing with customer dissatisfaction or disputes, maintain emotional stability, actively negotiate solutions, and show respect and patience for customers.

By implementing the above management and communication best practices, Ozon sellers can not only improve the efficiency of handling customer issues, but also enhance consumer trust and satisfaction with the brand, thereby driving sales and business growth.