24-Hour Backend Q&A Service Hosting

1. Service hours

We offer 24/7 uninterrupted service throughout the year, seamlessly covering all active user periods such as the morning, noon, evening, and early morning. At the same time, we fully match the customer service assessment period of the Pinduoduo platform (8:00-23:00), ensuring that there are no consultation slots in the store and meeting the time coverage requirements for platform activity registrations.

2. Response timeliness

Regular inquiries will be responded to within 2 minutes. Urgent inquiries involving core platform activities such as the 10 billion yuan subsidy and time-limited flash sales will be prioritized within 1 minute. During peak promotion periods, a second-level response mechanism will be activated. Ensure that the 5-minute response rate of the store remains stable at ≥80%, meeting the high-quality store standards of the platform and the response rate threshold for various activity registrations, and minimizing the customer churn rate to the greatest extent.

3. Service Scope

Full-chain pre-sale precise conversion: Answer basic questions such as product specifications and low-price advantages, provide in-depth guidance on group buying rules, participation conditions for the hundred-billion subsidy, and coupon stacking methods, offer combination group buying recommendations and prompt payment for orders, and at the same time undertake customized demand consultations to enhance the conversion rate of inquiries.

Exclusive follow-up throughout the entire sales process: Real-time feedback on the shipping status and logistics trajectory of orders, assistance in handling special requirements such as changing addresses, specifications, splitting/merging orders, tracking the progress of group buying, and answering exclusive questions such as refunds for failed group buying and failure to form a group within the time limit.

Deep after-sales closed-loop handling: Initially review return and exchange applications, register after-sales issues such as damaged, missed or wrong deliveries, follow up on the refund timeliness, intervene in the mediation of initial after-sales disputes, keep the store dispute refund rate below 0.5%, and at the same time assist in connecting to the platform's after-sales appeal process to reduce the platform's intervention rate.

Exclusive support for emergency scenarios: We handle consultations for emergency scenarios such as peak sales during major promotions, system failures, and sudden public opinions, provide standardized emergency scripts and problem-solving solutions, and ensure the stability of store services.

4. Quality and Data Management

It adopts a three-shift 24-hour rotation mechanism, equipped with dual quality inspection by system and manual, to monitor the quality of responses in real time. The script is in line with Pinduoduo's friendly communication tone, while filtering out words that violate the Advertising Law and banned scripts on the platform to avoid the risk of penalties for stores.

Provide real-time data dashboards, output core reports such as consultation volume, conversion rate, success rate of group buying guidance, and 5-minute response rate every day, extract user feedback pain points every week, and output service review reports every month to assist merchants in optimizing product details and activity rules.

Equipped with dedicated merchant liaison specialists, we provide 7× 24-hour service consultation. In case of sudden consultation peaks, the customer service expansion plan will be automatically activated to ensure uninterrupted service.