Save 30% of costs, increase employee efficiency by 100%... "One trick" will make sellers' performance soar!

Services and products themselves are important sources of competition for sellers. In today's increasingly competitive market, the price and performance gaps between peer products have been greatly reduced. If you want to win the favor of consumers, high-quality services are the magic weapon to win.

However, for cross-border sellers, due to language, regional, cultural differences and other reasons, they are always prone to being "willing but unable" in the customer service link.

Sellers all hope to have an "intelligent customer service tool" that can break through the barriers of global language, region, historical and cultural differences and help solve pain points such as traffic conversion, extending customer life cycle, and increasing product repurchase rates .

Dear cross-border sellers, it’s time to pay attention to customer service functions!

At present, cross-border e-commerce has moved from wild growth to the stage of "intensive cultivation". The business principle of product is king is certainly important, but only with excellent product quality and considerate customer service can Chinese manufacturing gain a large number of overseas fans. Data shows that during the shopping process, consumers are more willing to buy a brand that focuses on their needs and continuously provides value beyond the initial purchase.

Customer service is the bridge between users and corporate services. Consumers' demand for customer service has increased, and customer service application scenarios have also been extended, covering pre-sales, sales, and after-sales. Although the importance of customer service is self-evident, in real life, there are still many cross-border e-commerce business owners who do not pay attention to customer service functions, so that they cannot provide consumers with a good shopping experience.

It is reported that many cross-border e-commerce companies do not have dedicated customer service positions. Even if overseas consumers are willing to buy, they will be discouraged by the "arrogant" service attitude. In addition, although some cross-border e-commerce companies have set up manual customer service positions, the positions are "in name only". Not only is it difficult for consumers to find the entrance to manual customer service on the interface, even if they find it, the response time for the problem may be "indefinite".

If the consumer experience is already bad, how can they buy products from cross-border sellers? In this case, how can cross-border sellers have good sales?

Cross-border workers have many chores to do, and customer service work is powerless

Different from the situation where they do not pay attention to customer service, there are some cross-border e-commerce companies that have always known the importance of good service. However, due to the large number of complicated things their employees have to deal with every day and their low efficiency , they are in a state of fatigue in the customer service link, with the feeling of "willing but unable".

Taking the independent website group as an example, from advertising traffic, search optimization, secondary marketing, to customer management, each complicated link can make sellers "pause" on the road to making money.

Today's cross-border e-commerce is actually a war of efficiency. Whoever is faster wins. Therefore, many cross-border sellers are worried about the rising operating costs and stagnant employee efficiency.

A big cross-border seller said helplessly: "We have more than 2,000 emails coming in a day. Although there are 20 to 30 customer service representatives to handle them quickly, we are still too busy to handle them. Wrong replies, missed replies, and uncontrollable reply quality often occur during work." It is reported that although this seller receives a lot of emails from buyers, many of the emails are repetitive, which means that employees have to spend a lot of time repeatedly handling the same thing. Work efficiency is often very low, the overall management of the store is also relatively chaotic, and sales are stagnant.

The annual sales peak season is about to begin, and consumers are pouring in, making cross-border e-commerce workers extremely busy. When the order volume suddenly increases, not only is the customer service response efficiency lower, but the poor quality of the response content is also a major problem.

"Cross-border businesses serve global consumers, which requires employees to master multiple languages ​​in addition to English. However, this condition is very demanding, so many employees rely on translation software. However, frequent switching of translation software is cumbersome and inefficient, and many translation software have grammatical errors. Customers cannot understand accurately, which can easily cause customers to question and become dissatisfied with the seller's service capabilities." A cross-border seller said that their company's employees often cannot understand customer opinions and communication is difficult, so many orders are lost.

The above examples are just the tip of the iceberg of employee management issues faced by cross-border e-commerce companies. How to effectively improve employee work efficiency and quality and increase the company's revenue is a crucial link for many sellers. Hiring more employees to operate stores is one way, but in this way, the company's human resource management costs will also increase significantly.

AI intelligent customer service, a timely help for sellers

For many cross-border e-commerce companies, it is urgent to find ways to reduce costs and increase efficiency. It is reported that the role of intelligent customer service is becoming more and more prominent. While alleviating the labor cost pressure of enterprises, intelligent customer service can also understand user needs, improve user experience, bring potential business growth, and become a tool for enterprises to achieve digitalization, reduce costs and increase efficiency.

Now, many top cross-border sellers have experienced how useful intelligent customer service is! One of the sellers who runs an independent website said that before using Timely Language, their webmasters and pitchers were very busy and could not finish processing Page comments and Messenger content, so there was basically no data statistics on the processing status and effect. After using Timely Language, the webmasters and pitchers were finally freed from the busy and repetitive work, and the operations manager could also see the employee's processing status and effect analysis data in real time, so as to make the next decision.

What kind of "magic tool" is Timely Language that this cross-border seller is full of praise for? After learning about it, the editor found that Timely Language is the first AI intelligent customer service tool in the cross-border industry, and it is also the first multi-channel and multi-platform unified management platform. Timely Language uses AI technology to empower channels such as Facebook and email, as well as platforms such as Amazon and independent stations, to help sellers automate business processes and operate their businesses intelligently. In early 2021, it received financing from Zero One Venture Capital. .

Data shows that after using timely language, sellers’ conversion rate can increase by 13%, employee efficiency can be improved by 100%, and service costs can be reduced by 30%:

1. The AI ​​intelligent robot of Timely Message can automatically reply, leave messages, like, hide, automatically send Messenger messages, intelligently process emails, and intelligently label, thereby increasing the conversion rate by 13%.

2. Timely Voice can also be quickly accessed through multiple platforms and channels, centrally and uniformly manage all messages and emails, flexibly configure automatic allocation rules, and provide real-time translation in all languages, so that business can be streamlined and employee efficiency can be improved by 100%.

3. The digital real-time feedback of timely speech can display detailed data in real time. After the management has a real-time grasp of the operation situation, the decision-making is based on evidence and easier, and the company's overall business optimization and improvement are also faster.

The intelligentization of cross-border services is the general trend of enterprises. AI improves the intelligence of enterprise service links such as customer service, marketing, and sales by changing the interaction mode and big data analysis, and releases the original marketing and sales market budget. Cross-border sellers who want to actively upgrade can try to use machines to do those laborious tasks. The time saved and the efficiency improved by using artificial intelligence customer service will be the biggest advantage of cross-border enterprises.

Cross-border e-commerce sellers, please scan the QR code on the poster or click " Read original text " in the lower left corner of the article for a 7-day free trial to experience the changes brought about by timely language at 0 cost!

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