很多人下订单之前，都会询单，也就是在线发消息给卖家，这个时候卖家怎么样与潜在的买家进行沟通，至关重要，自从我更改了默认的聊天模式后，询单的转化率有 5 倍的提升（来自于聊天），以下是我的设置。
我认为一个好的客服应该满足以下几个点：
- 告诉对方你的人工客服时间。
- 告诉对方你的发货时间。
- 告诉对方你的退款时间。
- 告诉对方你有什么优惠活动。
- 告诉对方你大概多久可以收到货。
怎么样设置自动回复？
设置地址在 这里
以下是我的模板，如果有喜欢的可以拿去用。
欢迎模板：
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Dear friends Welcome to our shop and wish you a happy shopping. Our working hours are 11:00 AM - 23:00 PM(Beijing time), 22:00 PM -10:00 AM(New york time), 04:00 AM -16:00 PM (Paris time), 06:00 AM - 18:00 PM( Moscow time), 19:00 PM - 07:00 AM ( Los Angeles), 03:00 AM - 15:00 PM(London time) . When we receive your message, we will reply to you as soon as possible. Please don't worry, if you have any questions about the order, please contact us first. We will help you solve it, we are always with you! Maybe the following information is helpful to you, please check it first. 😄😄😄😄😄😄😄 greeting |
发货信息模板：
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We will send out within 3 business days .It usually takes 7-15 days to your country. Please feel free to contact us if you have any questions. |
收货信息模板：
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Dear customer, Most parcels can be delivered within 7-15 days .After the package is successfully delivered, tracking information will be displayed in the order backstage within 7 days! If you cannot view the tracking information,please leave your order number we will help you to check it. Thanks for your patience. |
退款到账模板：
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Dear customer,sorry for the inconvenience. If you has been apply an refund,the money will back to your payment card within 20 work days normally varying with different banks. |
常驻关键词设置
在聊天会话框里，除了设置自动回复，一定要设置常驻关键词，常驻关键词可以把你的产品信息，优惠信息放到聊天的底部，这样任何一个人都可以看到你的产品信息，优惠信息。
比如我设置了关注我的店铺，新品，热销，优惠券等。