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疫情期间,独立站卖家如何保持良好的客户体验?

摘要:5个方法助力独立站卖家确保良好的客户体验!
文章封面


本文内容来源于:shopyy


由于近日新型冠状病毒疫情,大家都可能过了这辈子最分裂的一个春节,每天窝在家,刷着疫情的消息都是心惊胆战。而延长的春节假期,也导致跨境电商卖家大批订单处于待发货状态,客户服务也受到延迟。各行各业一片萧条,大大小小的老板也损失惨重。

 

那么疫情期间,在做跨境电商独立站的卖家,该如何持续发展和维持呢?为了确保良好的客户购物体验,建议卖家与客户保持紧密沟通,设定客户预期,方法如下:

 

方法1网站首页,分别在PC端和移动端的顶部或底部,加上特别提示公告,确保买家可以第一时间悉知独立站订单、物流等相关的消息。


内容如下:Our supply chain and logistics networks in China are experiencing extended shutdown. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Please check My Account (添加链接) for any update. Customer Service will resume from Month Day.


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方法2shipping information页面,加上特别提示

 

内容如下:Our supply chain and logistics networks in China are experiencing extended shutdown. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Please check My Account (添加链接) for any update. Customer Service will resume from Month Day.


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Ps:如果有任何国家关检政策改变,或物流时效长期延迟,建议更新配送时效

方法3:商品页面,更新发货时间

 

如果商品页面有显示发货时间,应立即更新时间,如:从1-3business days更新至更长的时间,7-10business days1-2周,取决于卖家的实际情况。

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方法4:给未发货订单的客户电邮

内容如下:

Subject: Your [Company] Order — Shipping Delays

 

Dear xxx,

Thank you for your order with xxx.com.

Our supply chain and logistics networks in China are experiencing extended shutdowns. We are preparing to ship orders as quickly as possible starting from Month Day, but your order may be delayed. Once your order is shipped, a Ship Notication email will be sent to you. You may also check My Account (链接) for any update. Customer Service will resume on Month Day.

We apologize for any inconvenience caused. Thank you for your patience.

Regards,

[Company] Team

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方法5FAQs

When will I receive my order?

 

Due to extended shutdown experienced by our supply chain and logistics network, it will take us some time to work through our order backlog. Orders will be processed starting from Month Day. We are working as quickly as possible to ship your order to you and apologize for any delays. You can log into My Account for order status update. Once your order ships, a Ship Notication email will be sent to you.

 

Is it safe to receive packages from China?

 

The health and safety of our customers and our staff is of utmost importance to us. According to the US Center for Disease Control & Prevention (US CDC), coronaviruses have low survivability on surfaces. The risk of the virus spread from products or packages shipped over a period of days/weeks is very low. There is currently no evidence indicating the coronavirus is transmitted via imported goods. For more information, please visit the US CDC website at https://www.cdc.gov/ coronavirus/2019-ncov/faq.html.

 

Can I get a full refund if Id like to cancel my order? ܔ

 

未发货订单— Yes, your order can be canceled and a full refund to your original method of payment will be processed.

 

已发货订单 — Your order has already been shipped. You can track it  here (᱾矑). If youd like to return the items after you receive them, you could initiate a return from My Account. One of our Customer Service representatives will get back to you as soon as possible.

 

其他建议:

 

1)主动、直接的沟通

 

客户可能在这时候有很多疑问,也可能对他们的订单有点焦急。建议跟客户直接沟通,设定实际的预期,避免令客户再度失望。

 

2)缺货

 

如因未能及时采购物料或货品,不能及时回货,建议主动联系客户,告知更新预计发货时间。如果客户选择取消订单,请立即处理退款。另外,建议把缺货商品设定Out of Stock”,并在没有明确回货时效前,不再接受新订单。

 

3)推广

 

在供应链及物料还未恢复正常前,建议暂时停止推广,以免进一步增加压力。可以在这段时间,预备一些推广活动待供应链及物料还未恢复正常后用

 

4)退款

 

如果客户这时候要求退款,尤其是未发货的订单,应全数退款。

 

5)提供折扣

 

考虑给所有受影响的客户一个Promo Code,折扣可在下一次下单时用

 

虽然2020开年大家因为疫情导致都很难,但是在困难面前,方法总比困难多,最终我们一定会克服困难,越来越好,一起加油!

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