Alibaba Merchant Customer Service has increased its manual service volume by 40%, and customers can find a manual service to answer their questions once they ask them.

"Some complex problems cannot be solved by the text service guide on the page, and you have to find a human. In the past, it took several jumps, but in the past two days, I can find a human customer service representative once." A Tmall clothing seller said that recently, when entering "find a human" in the Vientiane service hall, a human customer service representative will respond.

The reporter confirmed this with Alibaba Group's Customer Experience Group ( Ali CCO). The relevant person in charge said that at the end of last year, the Vientiane Service Hall did undergo a series of renovations, which simplified the merchant operation links, optimized the entrances, and basically achieved manual customer service to quickly serve merchants.

It is reported that in April this year , the amount of manual services provided by Alibaba to merchants increased by 40 % compared with before the transformation .

Alibaba has stated many times before that improving customer service experience is the top priority in building a healthy platform environment .

A few days ago, the news that Alibaba CCO will recruit 35%-45% more customer service talents in 2021 caused discussion. Public recruitment information shows that from April to now , Alibaba CCO has successively released a number of merchant service-related job information, including customer service specialists, service experience experts, account managers, etc.

A month ago, media reported that Alibaba CCO was trialing a "No. 1 Dedicated Line" merchant service project, where account managers proactively provide store management services to merchants. This is one of a series of new measures launched by Alibaba this year to optimize merchant experience and reduce platform operating costs.

In this regard, the above-mentioned person in charge said that the No. 1 dedicated line is still in the exploratory stage, and the number of merchants covered will increase further in the future . With the further expansion of Alibaba customer service this year, the number of customer service staff on the No. 1 dedicated line is expected to double.

The reporter noticed that on Maimai, there is already internal recruitment information for the No. 1 Hotline team. The introduction of No. 1 Hotline is: multi-dimensional service for merchants.

It is understood that recently Alibaba CCO launched the "active return visit for unresolved issues" service. It helps merchants to completely solve problems. After the service is completed, the merchant will be randomly and actively called back to track the merchant's problem solving status. Currently, more than 700 merchants are actively visited every day.

A Tmall home appliance store merchant who recently received a call back told reporters that he had just opened the store half a year ago and was not familiar with the operating procedures. A consumer initiated a refund, but only applied for a refund for the main product, not the sub-products. The merchant contacted the consumer many times without success, and left a message for help in the Vientiane service hall. Unexpectedly, he received a call from customer service a few days later. After manual verification by customer service, the order was closed for him, avoiding potential losses.

"Just because the merchant hangs up the phone does not mean that the merchant's problem has been solved; just because one merchant's problem has been solved does not mean that the problems of all small and medium-sized merchants have been solved. This year, we will increase our investment in manual services, take the initiative to care about the merchants' business conditions, and let the merchants' business experience on the platform get better and better." said the above person.

Alibaba

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