| 2. Logic rules
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Customer service performance assessment is very helpful in improving the store’s pre-sales, in-sales and after-sales services. . Prerequisite: Taobao customer service communicates with buyers through Taobao Want Want.
Through the above API, you can obtain: Wangwang's average waiting time, specific chat records, chat objects, customer service platform statistics, the number of customer service unreplies, daily cumulative online time, and the number of customer service receptions. Each store establishes a data model based on the above data and sets different weight scores for each category to conduct a multi-dimensional customer service performance assessment. For example:
Simple model: the number of customer service receptions accounts for 50%, and the daily cumulative online time accounts for 50%
The calculation formula is: Score (performance score) = the number of customer service receptions %
Through the customer service performance function, you can calculate the number of customer service orders, customer unit price, etc. for performance evaluation. At the same time, you can obtain the service quality of customer service chats, such as satisfaction status, response time, number of receptions, etc.
Assess the number of orders received by customer service and the unit price (customer service can add notes in the third-party software), as follows:
1. Establish the relationship between customer service and orders
Customer Service After receiving the order on Taobao, you need to establish contact with the order by adding a memo. As shown below, the Taobao page that adds notes to the seller’s customer service
If the store’s customer service staff is less than or equal to 5, flags of different colors can be used to indicate different customer service staff
If the store has more than 5 people, a fixed format can be agreed upon Add memo information, for example: GH1001 (job number 1001)
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2. Create Association
While downloading the order (refer to the order download scenario), obtain the order that adds/modifies the seller's remarks; obtain the parameter: seller_memo. After establishing the contact between the customer service and the order, you can proceed with the quantity, unit price, etc. statistics.
Note: This solution requires the customer service to fill in the order notes in a timely manner; if the customer service cannot be guaranteed to fill in the order in real time, it is recommended to add a customer service field to the downloaded order in the third-party software.
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