18-Hour Backend Q&A Service Hosting

1. Service hours

Covering over 90% of the active time periods of users on the Taobao platform (such as 7:00 to 1:00 the next day), it connects with the morning, noon, evening and late night shopping peaks, catering to the consultation needs of buyers with different schedules.

2. Response timeliness

Regular inquiries are responded to within 3 minutes, and urgent after-sales issues are prioritized for connection within 1 minute, ensuring efficient handling of inquiries throughout the day and reducing customer churn.

3. Service Scope

Refined pre-sale guidance: It not only answers basic questions such as product specifications and functions, but also combines store activities for combined recommendations and prompt payment conversions.

Full-process in-sale follow-up: Real-time synchronization of order inventory preparation, shipment, and logistics trajectory information, and assistance in handling special requirements such as order address change, additional purchase, and cancellation.

In-depth after-sales handling: Undertake the initial review of return and exchange applications, register and follow up on issues such as damage or missed shipments, communicate about the refund time limit, and at the same time intervene in the mediation of initial after-sales disputes to reduce the complaint rate of the platform.

4. Management and value-added support

We adopt a time-slot customer service rotation mechanism and assign dedicated quality inspection personnel to monitor the quality of responses in real time to ensure that the scripts are professional, compliant and in line with the store's tone.

Daily output of consultation data reports (including consultation volume, conversion rate, and problem resolution rate), and weekly extraction of user feedback pain points to provide data support for the optimization of store products and adjustment of operation strategies.