MSN for customer service! Taobao!!
nowadays online shopping have already became one of the most popular way for customers especially young customers. As the reaserch shows that most customers believe peer reconmandation for the store online rather than the advertise.Thus,for those who want to make a great profit from their online store, customer service has be reagarded as the most crutial part. I am here to introduce a really efficent way of doing customer service: using MSN system! In china the most famous online shopping web is TAOBAO, where the founder develope a system like MSN to serve customers. When you buy some goods from a store, the TAOBAO MSN will aotomaticlly add one of the customer rep on your list. You can
check your order, ask your questions or make the refound by communacating with the customer service rep online. I find the way effiently for the following reasons. First of all, instead of leting customer wait on the phone for ten minutes and make them angry, customers can leave the message to the CSR. It avoid the straight conflicts with CSR which can increase both of the customer and CSR satisfaction. Thus it may build customers’ loyalty and reduce employees’
turnover. Secondly, A CSR can help more than one customers at the same time, and doing the online service do not required a lots of equippment. Each CSR only need a computer!! It can help the owner eliminate the cost and enlarge the profit!!! However, there are some concerm of doing customer service using MSN. The CSR need to check the message very oftenly and give the feedback as soon as possible. They also need to try to use priting language instead of verbal one to try to make customers feel welcoming and be concerned.
