Customer Service

关键词：Customer Service

Customerservice is the support you offer your customers both before and after they buyyour product that helps them have an easy and enjoyable experience with you.It’s more than just providing answers; it’s an important part of the promiseyour brand makes to its customers. And it’s critical to the success of yourbusiness. It is a position in the Cross-border E-commerce enterprise, where onecan reach the most customers. The quality of customer service directlyinfluences whether the consumers will buy or not.

 

关键词：Pre-sale Customer Service

Pre-salecustomer service is sales-oriented and provided for the buyers who makeinquiries about products before placing orders. Pre-sale customer service givesinformation about purchase procedures, product introductions, payment methods,logistics modes and shipping charges etc., all of which have a great deal to dowith the transaction conversion rate.

关键词：After-sales Customer Service

After-sales customer service is provided forcustomers who, after having placed orders, make inquiries about orders, theanticipated arrival time of parcels, and product service etc. It has much to dowith the improvement of product category and quality, the customer experience,the repeat purchase rate, the returned purchase rate, the dispute rate etc. Theproblems faced in the after-sales customer service are mainly the delay ofgoods, the inconformity between goods and its description, and the moderate andbad comments.

关键词：Initiative after-sales inquiry

Take the initiative to keep customers informed,after sales, of some important information, for example, to tell customerswhether the payment is successful or not, whether their orders have beenconfirmed or processed, where their goods have been sent, what new andbest-selling products are put on shelves, and what marketing activities will belaunched in the shop.