跨境电商客户服务英语 课件 introduction.pptx

;;;;【内容提要】;Onlinecustomerservicechannelscanbebroadlyclassifiedintotwocategories:self-service(自助服务)andassistedservice（协助服务）.Self-serviceincludesalltheinformationandtoolsthatthecompanyprovidesfortheircustomerstohelpthemsolvetheproblemontheirown,suchasdetailedproductdescriptionsorafrequentlyaskedquestionspage.Assistedservice,ontheotherhand,referstothehelpthatisprovidedbyaservicerepresentative（客服代表）throughdifferentmediums.Herewefocusonassistedservicechannels,whichusuallyincorporatephone,email,chatandsocialmedia.;self-service(自助服务)

assistedservice（协助服务）;servicerepresentative（客服代表）;Whenorganizingreal-time（实时）customerservicechannels,suchasphoneorlivechat,itisimportanttotakeintoconsiderationthatconsumersgenerallyshoponlineoutsidethetypicalofficehours,fromearlyafternoonuntillateintheevening.Theopeninghoursofcustomersupportshouldbedesignedtoreflectthisandresponsetime（响应时间）monitoredtomakesurethatthewaitingtimesremainreasonable.Thefasteryourresponsetimeis,thebetter.Evenife-mailisnotreal-timebynature（本质上）,thecustomer’sclockwillstartticking（流逝）theverysecondthatthee-mailhasbeensent,andhavingtowaitmorethanadaycanbeabigdrawback（缺点）.;real-time

（实时）;Whilephone,e-mailandchatarestillthemostcommoncustomerservicechannels,thesedayscustomersareincreasinglyseekinghelpalsothroughsocialmedia.Everychannelthatthecompanyhasapresencein（出现）shouldbecloselymonitored（监察）andactivelyparticipatedinbythecustomersupportstaff.;“Omni-channel”（全渠道）or“multi-channel”（多渠道）isthelatestbuzzwordinonlinecustomerservice,referringtocustomersupportthatisprovidedacrossmultiplechannelsseamlessly（无缝式）.However,customersdon’treallythinkintermsofchannels,theyjustwanttheirquestionsansweredasfastaspossiblewiththeleast