What does the online customer service of an advertising company do? What does the online customer service of an advertising company do?

I am tired. I type on the computer every day. First of all, I must type quickly. Second, I must react quickly. I'm still tired at the end of the day. MbthCustomerService is a kind of customer service work based on the Internet. It is a type of work subdivided by the development of online shopping to a certain extent. Similar to the work of traditional shop assistants, it can be divided into pre-sales customer service, in-sales service, after-sales service, sales customer service, technical customer service, evaluation and bad review customer service.

The work mainly includes guiding customers to shop, answering customers' questions, providing technical support and eliminating customers' dissatisfaction.

How to do online sales and customer service well?

First, in general, online marketing includes the following parts:

1. Enhance the visibility and influence of enterprises/brands.

2. Get potential customers.

3. Realize online transactions on the Internet.

4. Better serve existing customers through the Internet (faster, more efficient and more convenient).

Two, enterprises in the development of network marketing, usually need the support of the following aspects:

1. Professionals are needed, such as copywriting, art design, promotion, customer service and operation.

2. Need some professional online marketing tools.

3. Make full use of mainstream e-commerce platforms (Alibaba, Tmall, etc.). ) and establish online sales channels.

4. Need some capital investment, such as website construction fee, advertising fee, platform service fee, etc.

Third, if you evaluate the effect of online marketing?

1, check the traffic of the website, and the number of pages of your enterprise or brand keywords included in the search engine. Generally speaking, the higher the network traffic, the more web pages collected by search engines, indicating that your company and brand are more well-known on the network.

2. Count the traffic, number of potential customers, consulting volume and turnover brought by different network channels and promotion methods, and obtain the cost of a customer in different ways.

Four, some misunderstandings of traditional enterprises to carry out online marketing:

1. E-commerce is to go to Taobao or open a shop in Alibaba.

Often ask some bosses; Excuse me, are you in e-commerce?

His words are: Yes, I have a store in Taobao, and I have a store in Alibaba.

In fact, Taobao and Ali are just an online sales channel. Besides, there are many channels, such as JD.COM, Vipshop, Amazon, Dangdang ... You can even make your own independent website.

2, network promotion is to do Baidu bidding.

Many bosses think that promotion is Baidu bidding. In fact, there are many ways to promote online, such as distribution, group buying, forums, communities, Weibo, WeChat and so on.

3, network marketing is to build a website, and then do Baidu bidding.

In fact, there is no website, and enterprises can do online marketing without Baidu bidding. You can open stores in Alibaba and Taobao for online marketing channel distribution, and you can also sell them in JD.COM, Amazon and group buying websites. You don't need to have your own website, and some don't even need you to pay advertising fees. .......

Ask one person to do network promotion, and you can do network marketing well.

In fact, hiring network promoters is only the beginning of promotion. If you want to promote it, you need to prepare copywriting, materials, words, pictures and even video content, all of which require the assistance and cooperation of people. Even preparing these requires input costs (such as taking videos and taking photos of goods). Besides, you need a certain fee to promote it, not that you invite individuals to post and write blogs to promote it. People are the beginning, materials and contents are preparatory work, and money is also necessary. .......

5. Just find an Internet company to make a website and arrange individuals to do e-commerce.

Many bosses are looking for Internet companies to build websites (website-building companies basically use templates), but the website function is not enough. The person who arranges them is someone he knows very well, a trusted relative or an old employee, but this person knows nothing about e-commerce and online marketing ..... After doing it for a year, there is no improvement. Then these bosses say that e-commerce is not easy to do and it is difficult to do it. As a result, I spent money on a website and arranged people.

.......

In fact, there are still many misunderstandings like the above. What I mentioned above are just some basic and common misunderstandings. More misunderstandings, interested friends can trust me privately and discuss together.

Fifth, how to improve the effect of network marketing.

1. How to enhance the popularity and influence of enterprises and brands on the Internet?

In this regard, I suggest using a combination of soft advertising and hard advertising to promote.

The most commonly used way is: community+soft text +SEM marketing.

Specific practices: you can set up relevant encyclopedias and questions and answers for your own enterprises, publish some soft articles related to enterprises in forums, publish some video introductions of enterprises and products on video websites, and go to some e-commerce platforms (Alibaba, HC, etc. Open corporate yellow pages and release products, and put keyword advertisements directly on Baidu /Google ... as long as your information often appears in places where some potential customers appear.

2. How to increase the number of potential customers and consultation?

The most direct way to increase the number of potential customers is to buy effective traffic with money.

The most effective way to increase the amount of consultation is to design a bait that excites potential customers, so that potential customers can consult you directly and actively.

For example, you sell brand liquor in Shenzhen. You can directly put keywords in Baidu and Google, such as Shenzhen Wuliangye, Shenzhen Wuliangye Cash on Delivery, Shenzhen Wuliangye Group Purchase, and Shenzhen Maotai Home Delivery. Let these people who have direct demand for your products find you directly. Remember, search engines are an important entry point for target customers. When the other party enters your website, you need to design an effective bait. Or take selling liquor as an example, you can design a report (e-book) entitled "Knowledge of Buying Liquor and Giving Gifts-What You Must Read for Buying Liquor and Giving Gifts", and then put it in a prominent position on your website to remind customers to contact customer service and get it directly for free. In this way, you can easily get the customer's information, and at the same time, you can understand the customer's real purchase motives and real needs, laying the foundation for the next transaction.

Of course, you can also go to more target customers to buy more effective traffic. You can also design more effective decoys, effective traffic and effective decoys, which is the only way to improve effective customer data and consultation.

3. How to improve the turnover rate and turnover amount?

To improve the transaction rate and transaction amount, we can start from the following aspects:

1) Solve the trust problem first, in other words, let customers buy with confidence. If you can't make your customers trust you, your transaction will be almost impossible. Remember, the higher the trust, the higher the transaction rate and the higher the transaction amount.

Or take selling wine as an example. If you want to reassure customers, you must prove that your wine is trustworthy and you can buy it with confidence. This evidence can be the agreement and authorization between you and the manufacturer. It can also be a customer witness of your old customers. You can present these through words, pictures and videos to increase your credibility in front of potential customers. I once saw a website selling stomach medicines, and the annual sales volume of single products was hundreds of millions. The reason why this website has a high transaction rate is that there are hundreds of successful cases of rehabilitation patients on its website, and these cases include the names, addresses and telephone numbers of customers. This information gives people a strong sense of trust and great strength. If you can also put a lot of customer witnesses on your website, your transaction rate will be very good, just as the highest transaction rate on Taobao is those shops with high sales volume and high praise.

2) Solve the shopping risks and convenience of potential customers.

For example, we can provide unconditional return, door-to-door delivery, cash on delivery and other services to dispel the concerns of potential customers when buying.

3) By designing sales packages (packages) and product mix marketing, sales can be increased.

If you buy product A+XX, you can buy product B at the original price of XX, and so on.

4) Make a deal by designing super gifts.

You can set up some products/services that are more valuable to potential customers as gifts, and use limited time, limited quantity and limited quantity to create rarity and urgency.

For example, if you buy xxx products during 8:00- 12:00, you can get gifts worth XXX yuan.

New customers can get xxx worth xxx yuan when they shop in 300 yuan for the first time.

What does after-sales customer service mainly do?

Pre-sales customer service requirements: 1 Careful, patient and responsible; 2. Fast typing speed and affinity; Good at speaking and expressing yourself, able to chat with customers quickly, with strong observation ability and high sensitivity; 4. Familiar with all kinds of attributes of products; 5 Strong initiative, active recommendation, and tapping customer needs; Pre-sales customer service is the image of online shop and plays an important role in direct communication with customers. The first task is to do a good job of guiding consumers to shop. 3. Pre-sales customer service 1 Daily workflow enters the background to check all orders of the previous day, whether there are abnormal orders (including those applying for refund). 2. Check the message of the workbench. If there is news from customers, please reply in time whether the other party is online or not, so that customers can see it when they are online. The problem of customer message should be solved in time. Make a simple record of the after-sales problems and send it to the after-sales service for filing, so that after the later inquiry, if the customer fails to pay within 12 hours, he should contact the customer in time and give an appropriate reminder. 4 Precautions and requirements for pre-sales work 1 Pre-sales customer service must be careful and patient in the work process. Ali Want Want, who works for himself, must set up an automatic reply (if no customers come in, you need to temporarily hang Want Want). The response rate and attitude should be good. As long as it is a customer who comes to consult (except Ali Wangwang in the advertisement), it is necessary to add Ali Wangwang's friends and do a good job in marketing and remarks, so as to be a potential customer in the later period. When receiving customers, don't transfer your customers to others without authorization, so as not to cause a bad impression on customers. In the process of chatting with customers, we should keep a good attitude, smile and treat customers as our friends. Different customers use different chat methods to communicate, guide customers to place orders, and have the opportunity to recommend other hot products or related products to customers. After placing an order, be sure to check with the customer whether the receiving information is accurate. In the case of good communication with customers and strong desire to pay attention to our activity information, we can recommend customers to pay attention to us.

Presales responsibilities and requirements

1. Communicate with customers through Want Want, answer customers' questions, guide and identify potential customers, provide online consultation and sales of products, and guide customers to place orders online, so as to better promote sales and facilitate orders.

2. Handle back-office orders in time and follow up.

3. Handle daily simple after-sales problems independently.

4. Correct service attitude, guide customers to get favorable comments and improve store evaluation.

5, typing speed shall not be less than 80 words/minute.

6. Answer customers' questions, use appropriate expressions as far as possible according to the actual situation, create a harmonious shopping atmosphere, accurately answer customers' questions, avoid answering irrelevant questions, constantly guide customers to buy, and quickly facilitate transactions.

7. Give priority to buyers who buy goods. For buyers who are hesitant and unable to attack for a long time, skillfully increase their desire to buy, send in-store promotions or small favors to promote the transaction. After the transaction, sometimes we will check the delivery address with the buyer, guide the buyer to receive the goods again, and remind the buyer to pick them up at the store, looking forward to the next cooperation.

8. Customers who fail to reply in time or make a deal actively communicate with buyers to win marketing opportunities again. For offline buyers, clever information is conducive to secondary marketing.

9. Rational use of Want Want expression. Sometimes an expression can resist a word, understand the customer's needs, ask the customer's demand points, make targeted marketing introductions, do what you like, don't pester customers with a question, don't explain too much, let customers wait for people, learn to guide, and don't involve too many after-sales problems in the pre-sales process.

10. If the delivered goods are confiscated by the security department, you should first negotiate with the courier company to confirm the responsible person and ask the courier company to compensate for the losses. Then contact the customer to discuss how to handle it (refund, exchange, gift). Patience with customer problems

after-sales service

Logistics problem solving

Step 1: When the customer complains about the delay in delivery, the customer service staff should first arrange for the customer to stabilize his mood.

Step 2: Understand the customer's situation and make detailed records.

Step 3: Tell the customer not to worry, we will contact the courier company and give you a satisfactory answer! But at the same time, customers are required to actively cooperate with the work, and customers should confirm their delivery address, consignee's phone number and other information. Step 4: Confirm that the customer's receiving address is the same as the delivery address of Taobao backstage, and confirm with the courier address. Step 5: Contact the delivery courier company to inquire about the situation, make detailed records and confirm the person in charge of the goods, so that the courier company can compensate for the losses. Secondly, contact the customer to discuss the handling methods (refund, exchange, gift). Ensure that customers get satisfactory answers.

Answers to questions in product use

After purchasing the product, customers will complain to customer service if there are problems in use. At this time, the customer service staff should first stabilize the customer's mood, ask the customer in detail and record it in detail, and analyze the reasons for the problems. If you can't find the cause of the problem. It is necessary to eliminate the impossible problems one by one. Be patient with customers. Answer the customer's questions seriously. Smile to make customers truly realize that you are sincerely solving their problems. Pay attention here. Many complaints from customers about using products are because customers don't know how to operate them, and they flatly think that there is something wrong with the quality of products! Therefore, the customer service staff must first arrange customers and ask for details. After that, we should patiently explain the steps and methods of using the product! Let customers realize that it is not a product quality problem, but their own reasons! I also want to tell my customers that they can come to me again if they have any problems in the future. This is also a good way to maintain old customers!

Handling of return and exchange

Taobao

This is a shopping center, so the return is inevitable. When a customer asks for a return, who should be held accountable first to avoid customer dissatisfaction. At this time, the customer service should speak in a gentle tone, and to stabilize the customer's mood, you can ask the customer service about the life experience of using the product first. The second is to ask the customer about the situation and record in detail the reasons why the customer asks for a return. Analyze where the problem lies and who is responsible. We want our customers to take photos of the products and send us electronic pictures. After consultation, it is very important to record the returned products and indicate the reasons for the return. Finally, it is to judge whether the return is our responsibility. If so, we will pay the courier fee. If not, let the buyer bear it. In the process of expression, you must be justified. Don't be impatient, tell me what the operating company does.

The agency operation company mainly refers to helping some traditional enterprises who want to be e-commerce to conduct online sales, which requires the agency operation company to have knowledge in marketing, products, customer service, supply chain and other aspects before it can share sales with traditional enterprises. At present, the agency operation includes many ways: related companies are involved in website construction, promotion, logistics, customer service, warehousing and other fields. Let a hundred flowers blossom and a hundred schools of thought contend. Of course, it also includes some professional organizations that provide services for e-commerce companies. As far as I know, Zhejiang Longguan Technology Co., Ltd. was introduced by Deqing government, and it is said that it ranks first among service providers in JD.COM Industrial Park.

What does Qian Yi Network Co., Ltd do?

The full name of the company: Bozhou Qian Yi Network Technology Co., Ltd., established in July 20 18 and 17, registered at Room 506, Unit 3, Building 28, Harmonious Home, Qiaocheng District, Bozhou City, Anhui Province, and its legal representative is Chen Peng.

The business scope includes design, production, agency, advertising, undertaking exhibition activities, computer animation design, selling computers, software and auxiliary equipment, software development, computer system services, application software services, and technical development, technical consultation and technical services in the field of network technology; Wait a minute.

What does the customer service of the property company do?

The main work of property customer service is:

1, responsible for the issuance of property management fee notice and the collection of fees;

2, responsible for collecting user information within the jurisdiction, do a good job in the management of user files;

3, responsible for the company's service hotline on duty, and collect all the records of the hotline, record the maintenance and service quality, and be responsible for contacting the owners and residents;

4. Responsible for handling letters, visits and complaints from owners and residents, and timely reply, follow-up and inspection;

5. Be responsible for the satisfaction survey of owners and households, and do a good job in statistical analysis of various data of the satisfaction survey of owners/households;

6 responsible for the publicity and investigation of the owners and residents within the jurisdiction;

7, on-site management of various activities held within the jurisdiction;

8. Supervise and manage public facilities, fire-fighting facilities, environmental sanitation and advertising posters inside and outside the jurisdiction;

9. Implement the company's management rules and regulations.