(Source: https://pltfrm.com.cn)
Handling customer inquiries and support requests effectively is crucial for maintaining a positive relationship with your customers, especially in an e-commerce platform environment like Pinduoduo. If you’re considering using voice and video calls as a means to interact with customers, here are some steps and best practices:
- Integrate a Voice/Video Tool: While Pinduoduo itself may not directly support voice and video calls for customer support, you can utilize third-party applications popular in China like WeChat or DingTalk to communicate with customers. Ensure to mention in your store that such services are available.
- Train Your Staff: Ensure that any team members handling voice or video calls are trained not only in the product/service details but also in proper etiquette and communication skills.
- Have a Quiet Environment: Make sure to take calls in a quiet and professional setting to avoid any disturbances and maintain clarity during the conversation.
- Be Prepared with Necessary Information: Have any product details, order status information, or other relevant data at your fingertips to efficiently assist the customer.
- Use Video Wisely: If using video, ensure the background looks professional. Use video primarily when it offers added value, such as demonstrating a product feature or troubleshooting a visible issue.
- Log Conversations: Keep records of voice and video interactions for training purposes and to follow up on any issues. This can also be helpful in disputes or clarifications.
- Stay Polite and Professional: Chinese customers value politeness and courtesy. Always be respectful, listen to the customer’s concerns, and strive to provide solutions.
- Offer Callbacks: If a resolution isn’t immediately available, ensure you offer to call the customer back at a convenient time once you have an answer.
- Feedback Loop: After the call, consider sending a short survey or feedback form to the customer. This can help you understand areas of improvement.
- Translate and Interpret: If there’s a language barrier, consider using tools or services that can help with real-time translation. Alternatively, employ bilingual customer service representatives.
- Stay Updated: Regularly update your knowledge about Pinduoduo’s policies, product updates, or any common issues that arise, so you can address queries effectively.
- Handle Technical Issues: Ensure a stable internet connection and have backups like a secondary phone or internet source. Inform customers beforehand if there’s an interruption or if you need to switch to a different mode of communication.
- Set Expectations: Clearly mention on your Pinduoduo store the hours during which voice and video support is available and the expected response time.
Offering voice and video support can significantly enhance the customer experience, especially when dealing with complex issues or when a more personal touch is needed. By being prepared and providing efficient, courteous support, you can increase customer satisfaction and loyalty.
PLTFRM is an international brand consulting agency that works with companies such as Red, Tiktok, Tmall, Baidu, and other well-known Chinese internet e-commerce platforms. We have been working with Chile Cherries for many years, reaching Chinese consumers in depth through different platforms and realizing that Chile Cherries exports in China account for 97% of the total exports in Asia. Contact us and we will help you find the best China e-commerce platform for you. Search pltfrm for a free consultation!
