24-Hour Backend Q&A Service Hosting

1. Service hours

Covering the Taobao platform, we provide 24-hour uninterrupted service throughout the day, seamlessly connecting all active user periods such as morning, noon, evening and early morning, to meet the consultation needs of buyers from different regions and with different schedules, with no service gaps at all.

2. Response timeliness

Regular inquiries are responded to within 2 minutes. Urgent after-sales issues (such as abnormal orders or damaged logistics) are prioritized for handling within 1 minute. During peak promotion periods, an expedited response mechanism is automatically activated to ensure that inquiries are not piled up and customers are not lost.

3. Service Scope

Full-chain pre-sale conversion: In addition to answering basic questions such as product specifications and functions, we can also conduct precise combination recommendations and order urging based on store promotional activities. At the same time, we undertake customized demand inquiries to enhance the conversion rate of inquiries.

Full-process mid-sale guarantee: Real-time synchronization of order inventory preparation, shipment, and logistics trajectory information, support for handling special requirements such as order address change, additional purchase, splitting, and cancellation, and efficient follow-up of holiday orders.

Deep after-sales closed loop: Undertake the initial review of return and exchange applications, register and follow up on issues such as damage, missed delivery, and wrong delivery, communicate on refund timeliness, intervene in the initial mediation of after-sales disputes, connect with the after-sales appeal process of the platform, and reduce the dispute rate and complaint rate of the store.

Multi-scenario emergency support: We can handle inquiries in sudden scenarios such as peak sales during major promotions and system failures, and provide standardized emergency scripts and problem-solving solutions.

4. Management and value-added services

Three-shift system + real-time quality inspection: Equipped with a professional customer service team in the morning, at noon and in the evening, each shift has a dedicated team leader. Combined with dual quality inspection by system and manual, it ensures that the response script is professional, compliant and in line with the brand tone of the store.

Data-driven operation support: Daily output of core data reports such as consultation volume, response timeliness, conversion rate, and problem resolution rate, weekly generation of user feedback analysis reports, extraction of pain points in products and services, and provision of precise suggestions for store operation optimization;

Exclusive connection and emergency support: Equipped with dedicated connection specialists for merchants, and conduct monthly synchronized service reviews. When there is a sudden peak in consultation, the customer service expansion plan will be automatically activated to ensure service stability.