1. What's the effect of Want Want's reaction speed?
Want Want's reaction speed will affect a lot. Here we will focus on two more important points.
1, for sale
Let's look at the case first. Please note the red box:
As shown in the above two pictures, we can see the different performance of customer service when two different merchants communicate with buyers for the first time.
Response time is the highlight of the two conversations. Imagine if you were a buyer, which customer service would you like to continue to communicate with?
This is only the first reaction speed, which has such a great influence on whether the buyer is willing to continue, if it is the whole.
What is the average response speed of the shopping process? Then this speed has a crucial impact on the success of the final transaction.
Step 2 search for rankings
All merchants who don't want their products to occupy the position shown below:
Want Want's reaction speed is one of the factors that affect the ranking.
Second, what affects the response speed of Want Want?
1, customer service awareness
If customer service has no basic sense of service and doesn't want to take care of customers, then this is the most serious problem.
It is also a completely uncontrollable factor. It is suggested that business friends must have service awareness training before taking up their posts in customer service.
2. Customer service knowledge reserve
The business knowledge reserve of customer service includes many points, such as business knowledge training before employment, product training before employment, store activities, etc.
Pre-training and so on. Can make customer service more skilled and flexible when dealing with buyers, thus promoting the success of the transaction. For example, for pre-event training, you can reserve frequently asked questions in advance, either for products or for the rules of the event, so that customer service can save time in actual combat.
Let's take a look at the following case:
This picture shows that the buyer completed the transaction independently without consulting customer service, but the customer service found the buyer to confirm the receipt information as soon as it received the system message prompting the buyer to pay, and recommended to try more transactions. Do a good job of pre-reserve, and you can respond to buyers quickly and provide effective information for buyers under any circumstances.
3, customer service typing speed
Want Want's response speed, in addition to the customer service business knowledge reserve, it is also important that the customer service typing speed can keep up.
How is the typing speed of customer service? We can use 90/S as a reference. The best way is to test it first to see what the average typing speed of our customer service is at present, and then add 10-20 as the target on the average basis. It is suggested that KPI assessment is more effective.
To sum up, the influence of Want Want's reaction speed should not be underestimated. Now, starting with customer service assessment and customer service training, we can improve the response speed and promote more transactions.
Keywords: Taobao shop, Want Want response speed