中国跨境电商卖家如何在亚马逊平台上提供高水平的客户服务并获得更好的评价

跨境电子商务正变得越来越大,全球大多数跨境电商卖家都来自中国 中国制造的产品在亚马逊、ebay、Wish等平台上销往美国、欧洲、澳大利亚等多个国家,产品销售后,客户可能需要客户服务,因为消费者可能对产品有一些问题,或者用户可能对产品有一些技术问题 成功的亚马逊跨境电子商务卖家知道为消费者提供高水平的客户服务有多么重要,但问题是,中国的卖家如何为美国、欧洲或澳大利亚的客户提供这种服务呢? 客户可以通过亚马逊的卖家面板与卖家联系。但如果问题是关于产品或售后服务的呢?中国的跨境卖家应该做以下几点 创建一个包含公司信息,产品信息,客户服务联系详细信息和产品保修信息的网站 提供英语客户服务热线电话,网络聊天和电子邮件回复管理 在客户的工作时间内提供服务。在美国,这将是东部时间上午8:00到太平洋时间晚上8:00 拥有一个良好的知识管理系统,让客服人员能够回答客户的问题 拥有一个中央客户关系管理系统,以保持所有客户联系信息,包括电子邮件和电话 拥有语音通话录音,以便进行高质量的聆听,并记录客户服务代表所传达的内容 有质量监督部门来检查客户沟通的质量 分析客户投诉和反馈的趋势,以便公司采取相应的行动 以快速解决客户投诉为目标,并在公司中建立一个单一联系点(SPOC)来解决所有客户疑问和投诉 不断改进和提高服务水平和产品质量,以减少客户的疑问和投诉。改善产品问题的沟通水平,从而减少对产品疑惑的咨询次数 作为中国跨境电子商务卖家,您可以从Tiger Pug Group获得以下服务 1.  全球24小时客户服务 2.  应您的产品而创建高质量的沟通 3.  分析客户反馈并创建报告以供您的管理使用 我们可以为美国、欧洲和英语国家建立客户服务热线。这些电话将由我们呼叫中心的英语工作人员接听。我们还可以回复客户的电子邮件和实时网络在线聊天。请向我们询盘。欢迎致电+ 86 188 1322 8742或发电子邮件至Ashok.chugh@kankei.com或微信chughashok...

How China Cross Border eCommerce sellers can provide high levels of customer service and get better reviews on Amazon

Cross Border eCommerce is becoming very big and most of the world’s Cross Border eCommerce sellers are from China Products made in China are sold in America, Europe, Australia and many other countries on platforms like Amazon, ebay, Wish and others After the product is sold, the customer may need customer service as the consumer may have some questions about the product or the user may have some technical questions about the product Successful Amazon Cross Border eCommerce Sellers know how important it is to provide high levels of customer service to the consumer But the question is – how does a seller based in China provide this service to customers in America or Europe or Australia? Customers can contact the seller via the seller panel on Amazon. But what if the question is about the product or after sales service? China Cross Border sellers should do the following Create a website that has their company information, product information, customer service contact details and product warranty information Provide an English speaking customer service helpline for phone calls, web chat and email response management Provide service during the working time of the customer. In USA this would be 8:00 am Eastern Time to 8:00 pm Pacific Time Have a good knowledge management system for the customer service staff to be able to answer questions from customers Have a central CRM system to keep information on all customers contact including emails and phone calls Have voice call recordings available for quality listening and to have record of what the customer service representative has communicated Have a quality monitoring department to check...

How much does it cost to set up a 10-seater call centre in Mumbai?

The best way to take steps towards customer service are as follows Create a Strategic Overall road map for customer care. This includes understanding business objectives, goals and targets. Understanding the consumers or businesses being targeted and the customer service needs these consumers or businesses may have over a period of time. Since customer service is a key part of building customer loyalty, there is a need for any company to create a good customer engagement experience through the customer lifecycle. The strategic plan should cover the objectives and have measurable customer satisfaction measures relating to the service centre experience Once the overall strategic plan is made, the company should set up the desired outcomes, service levels, languages, planned call volumes in terms of calls handled , technology to cover voice and non voice processes, quality management processes, business contingency plans and financial budgets and more Identify vendors who meet the requirements. Write out a detailed scope of work giving details of the types of vendors who qualify for the  making bids. Such qualification may be based on vendor experiences, financial strength, capabilities, sector expertise and more Bid out to them and get quotations. Part of this process is also to get client references and to speak to the vendors clients to get direct feedback about the vendor. Look for the pedigree and the management of the vendor beyond the experience and the pricing Get an in-house manager who will be responsible for co-ordination. Implementation of any outsourced project can be successful only if the company also takes part in the implementation. Having and experienced manager to manage the...

Social Media Customer Service

Social Media is exploding and will continue to grow. Not only are the social media sites increasing but so are the devices and smart phones that let consumers access these. Over 80% millennial prefer using social media platforms to voice their complaints and concerns as compared to the web, phone call and other forms of online chat. As such, Social Media Customer Service is an important aspect of any business. With the growing mobile population and ease of access to various social media platforms consumers can easily express their dissatisfaction in a short period of time and go viral. Since other consumers also are on the same platforms it is likely that bad news will travel fast. At Kankei we understand what brand reputation means to your business. It is best to nip any customer issue in the bud before it goes viral and creates a negative image perception for your brand. At the same time, handling customer issues proactively before they begin voicing their concerns will create a positive image and goodwill for your brand. With that said, a brand manager’s essential to-do is to have quick and fair resolution of all customer service issues. This requires a problem solving approach with high service levels and quick turnaround times. This is precisely how we at Kankei can help you. Our professionally trained social media customer support team actively engages with the customers, resolve their issues and create a positive ambience about your brand by keeping your customers happy! Our social media customer service is backed by bespoke software, trained personnel and specialized workflows for efficient social media customer...

Call centre services for brand activation programs

Brand managers have a plethora of consumer and trade communication options in front of them –  in market, in store, telephone, mobile messaging, apps, emails, websites and more What is brand activation? This is a loosely defined and generic term used to cover a range of programs for brand promotions In short, it is getting the consumer to take action or ACT! Why would a consumer act on a brand initiative? It is the agenda of the brand to get consumers to act. Not the consumers agenda. Unless the consumer is seeking the brand in a pro-active manner So how does a brand get its consumers to act? Take your own example as a reader of this brand activation service from Kankei. Ask yourself these questions Would you act on something that is not of interest to you? Would you act on something that does not emotionally connect with you? Would you act on something that has nothing in it for you? Would you act on something that is unknown? Would you act on something that is complicated and difficult to understand? Would you act on something that is perceived to be for someone else? As a brand manager or marketing professional you may ask – can a call centre company like Kankei really help me with brand activation? The fact is that the world is now connected on phone and data. So how about leveraging this for your brand activation programs Example 1 Brand set ups a consumer services line that connects the brand with consumers. Consumers who call the line form a good database of existing customers...

Disease Awareness – How Pharma and Medical Companies Can Play A Role

India is one of the world’s most populous countries. In fact it is the world’s second most populous country. With a population of close to 1.3 Billion people, it is soon going to be the No 1 most populous country. Source: United States Census Bureau With such a large population in India and with the doctor to population ratio of 1:1800, the challenges of healthcare remain big and demanding. According to Madhav G Deo, as quoted in the Indian Journal for Medical Research    https://www.ncbi.nlm.nih.gov/pmc/articles/PMC3724242/ the desired ratio is 1:1000. And with the population growing rapidly, the number of doctors needed in India is expected to rise significantly. One of the areas that responsible Pharma, Medical Device and Medical Services companies can contribute to is building disease awareness amongst public , doctors and healthcare professionals. While there are a lot of Pharma company marketing and sales dollars going into doctor visitation, doctor engagement programs, samples for doctors and more, efforts into disease awareness will greatly help Some of the ways that disease awareness can be spread to doctors and healthcare professionals are: Direct Marketing – Use of direct mail, brochures and catalogues to doctors Telemarketing – use of phone to communicate specific pieces of information or updates Content Creation and Online Content Marketing – Creation of microsites with lots of relevant information and updates on the disease, disease prevention and healthy lifestyles practices that doctors can recommend to their patients at large Visual materials and props for doctors to use for patient education. By running disease awareness programs, it will help public, doctors and pharma companies. Public gains due to...
Get in touch with us

Please fill in the details below

×
Get in touch with us

Please fill in the details below

×