12-Hour Backend Q&A Service Hosting

1. Service hours

Covering the entire core consultation period of the Taobao platform (such as 8:00-20:00), taking into account the morning commuting, lunch break and evening shopping peak, we handle buyers' inquiries without any spare time.

2. Response timeliness

Buyer consultation messages are responded to promptly within 5 minutes. Urgent after-sales inquiries are given priority for connection to ensure consultation conversion and user experience.

3. Service Scope

Full-chain pre-sale consultation: Answer questions about product details, compatible scenarios, promotional activities, etc., and guide orders and conversions simultaneously.

In-sale follow-up service: Real-time feedback on the shipping status and logistics trajectory of orders, and assistance in handling requests such as address changes or specification alterations.

Basic after-sales service: answering questions about return and exchange rules, damaged parts registration, refund progress inquiry, etc., to reduce the rate of after-sales disputes. 4. Quality and Data Management

Assign a dedicated customer service team leader to spot-check the script to ensure that the responses are professional and compliant.

Daily synchronized consultation data and high-frequency problem reports help stores optimize product and service processes.