12-Hour Backend Q&A Service Hosting

1. Service hours

Covering the entire core consultation period of the Pinduoduo platform (8:00-20:00), it takes into account multiple shopping peaks such as morning commuting, lunch break, and evening leisure, catering to the consultation needs of buyers with different schedules, with no service gaps.

2. Response timeliness

Regular inquiries will be responded to within 5 minutes, and urgent inquiries involving activities such as the 10 billion subsidy and time-limited flash sales will be prioritized for connection within 3 minutes. This meets the platform's response rate assessment requirements and reduces customer churn.

3. Service Scope

Refined pre-sale consultation: Answer basic questions such as product specifications and materials, simultaneously guide group buying, coupon stacking, and participation rules for the hundred-billion subsidy, provide recommendations for combined products, and facilitate order conversion.

Full-process in-sale follow-up: Real-time feedback on the shipping status and logistics trajectory of orders, assistance in handling special requirements such as address changes, additional purchases, and order splitting, and tracking the progress of group buying.

Basic after-sales service undertaking: answering questions about return and exchange rules, refund progress, registering damaged or missed shipments and other after-sales issues, initially mediating simple after-sales disputes, and reducing the platform's intervention rate.

4. Quality and Data Management

Assign a dedicated customer service team leader to spot-check the reply scripts to ensure that the responses are professional, compliant and in line with Pinduoduo's people-friendly communication tone, avoiding the risk of violations of the Advertising Law.

Daily synchronous consultation data reports (including consultation volume, conversion rate, and high-frequency questions), weekly output of user feedback analysis, and assistance in optimizing product details and activity rules.