How to provide customer service consultation during the Kuaishou New Year Shopping Festival? There are these quick tools!

During the Kuaishou New Year Festival, customer service consultation is crucial. PHP editor Zimo will introduce you to some shortcut tools to help you improve customer service efficiency. By properly utilizing these tools, you can better respond to customer inquiries during the holidays, improve user experience, and increase sales conversion rates. Let’s learn about these tools together and do a good job of customer service consultation during the New Year Festival!

1. A large number of users come in and the customer service pressure is too great. What should I do?

Method 1: Freely set the maximum manual reception capacity

Currently, the maximum reception capacity of a single manual customer service is 200 people. If this number is exceeded, the system will stop allocating new sessions to the customer service, which may cause consultation queues. Merchants can set the maximum number of receptions for different customer services based on actual conditions.

At the same time, it is recommended that customer service actively close completed conversations in a timely manner (click "End Session" for a specific conversation in the "Reply" group or directly use the "ESC" key to quickly end the conversation);

Customer service that has been offline clicks "Offline" in time, and the system stops allocating new sessions.

The real-time reception data (such as response rate, etc.) displayed on the customer service workbench is affected by *update frequency, etc., and is prone to data fluctuations. There is no need to worry about such situations. As long as you maintain normal replies, the data will gradually recover. , the final data is subject to the contents of the merchant’s customer service data dashboard the next day.

Method 2: Enable intelligent customer service to share part of the consultation pressure

1) First open the intelligent customer service robot: https://im.kwaixiaodian.com/workbench/zone/intelligent/base After activation, By default, the official customer service robot general knowledge package is used. The general knowledge package supports merchants to customize reply content. Merchant friends can customize their own intelligent reply words according to the actual situation of their stores, or they can subscribe to the intelligent knowledge package exclusively for the 2024 Goods Festival.

What is a general knowledge package: A general knowledge package is a uniformly written intelligent customer service response technique for users' common consultation questions. When the robot recognizes the user's intention, it will automatically reply to the user based on the relevant speech techniques. .

2) Subscribe to the intelligent knowledge package specially provided for the New Year Goods Festival promotion

What is the New Year Goods Festival knowledge package: The New Year Goods knowledge package is an intelligent customer service reply written by the platform based on the activities of this New Year Goods Festival Techniques, including detailed explanations of rules for pre-sales, money-saving monthly cards, deposits, cash rebates on orders and other activities, to help users understand how to play various activities during the New Year Festival.

You can go to the customer service platform page "Intelligent Customer Service" - "Q&A Management" - "Q&A Knowledge Management" - "Subscription Knowledge Package" to find the [New Year's Day Promotion Package] and check it to complete.

3) Set the smart customer service share, or let the smart customer service temporarily take over the queued users.

4) Customized intelligent reply skills

Currently the customer service robot supports custom replies with three major functions: "Q&A Knowledge Management", "Scenario Solutions" and "Keyword Group Management".

Reply priority: Keywords>Scenario Solution>General Knowledge Package

"Q&A Knowledge Management": It is the official general knowledge package, click the edit icon or add a reply to enter customization Page, customized reply content can be associated with specific products, specific order status, and set specific effective time.

"Scenario Solution": The customer service robot can automatically identify the order status of the current consulting user, give official replies to different order questions, and also supports customized reply content.

"Keyword Group Management": Keywords are suitable for emergency use of keyword matching to hit buyers' questions and reply when buyers' problems are suddenly concentrated and the general knowledge package cannot be effectively solved.

2. What should users do if they want to change their address after placing an order?

Currently, the platform provides two ways for users to modify their addresses by themselves or for merchants to help users modify their addresses:

If the modification is made within 6 hours after payment, the system will perform basic verification (such as whether the freight has changed, Whether it is in stock, whether it supports delivery, etc.), and inform the user of the modification results.

When more than 6 hours have passed since the payment was successful, the consumer's address modification application supports manual review by the merchant, and the review time limit is 12 hours. When more than 12 hours have passed, the system will automatically reject the consumer's request.

3. After-sales pressure is high, what should I do if users come online to urge for refunds?

Method 1: Agree to refund on the customer service page

When the user applies for a refund only, click the [Agree After-Sales] button to agree to the refund with one click. After clicking Agree, the system will push it to the user The refund card is agreed to and is visible to both parties.

When a user applies for a return or refund, the merchant is supported to agree to the refund directly on the customer service workbench, click the [Agree Return and Refund] button, click the button, select the return address and click Agree, the system will The user pushes a reminder card agreeing to return and refund, which is visible to both parties.

Method 2: Customer service’s ability to redeem orders

The order redemption function provides merchants with the ability to proactively redeem users’ refunds. After the user applies for a refund, the merchant can use the refund redemption button to provide the user with If the user chooses to receive a cash red envelope or store coupon as a gift, the system will automatically cancel the refund order after the user receives the red envelope/coupon. This function only provides refund recovery capabilities. Merchants must reach an agreement with the user before initiating recovery.

The ability to redeem orders can be used after the user applies for a refund only or a return refund, helping to reduce the hidden costs caused by user refund issues.

4. What should I do if I have a huge order and I am under pressure to deliver?

In the case of high delivery pressure or users actively requesting late delivery, merchants can negotiate with users and proactively initiate a request to negotiate delivery time. The platform supports a delay of delivery of up to 90 days. After the user clicks to agree, The platform will evaluate the order based on the new delivery time to effectively avoid the risk of delayed delivery.

The above is the entire content of the Kuaishou New Year Shopping Festival customer service manual. I hope it can be helpful to all merchants!

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