18-Hour Backend Q&A Service Hosting

1. Service hours

It covers the core and long-tail consultation periods of the Pinduoduo platform (7:00-1:00 the next day), connecting the all-day user demands such as morning shopping, midday leisure, evening shopping and late-night browsing. At the same time, it covers the platform's response rate assessment period (8:00-23:00) to ensure that the store's response rate meets the standards.

2. Response timeliness

Regular inquiries will be responded to within 3 minutes. Urgent inquiries involving core platform activities such as the 10 billion subsidy and time-limited flash sales will be prioritized within 1 minute to ensure that the effective response rate of the store is no less than 50%, meeting the platform's assessment requirements and reducing the customer churn rate.

3. Service Scope

Refined pre-sale guidance: Answer basic questions such as product specifications and low-price advantages, simultaneously guide the rules of group buying, participation conditions for the hundred-billion subsidy, and the way to stack coupons, provide recommendations for combined group buying and urge payment for orders, and enhance the conversion rate of inquiries.

Full-process in-sale follow-up: Real-time feedback on the shipping status and logistics trajectory of orders, assist in handling special requirements such as address changes, specification changes, and order splitting, follow up on the progress of group buying and formation, and answer questions related to refunds in failed group buying.

Deep after-sales service commitment: Preliminary review of return and exchange applications, registration of damaged, missed or wrong deliveries and other after-sales issues, follow-up on the refund timeliness, intervention in the mediation of initial after-sales disputes, keeping the refund rate of store disputes below 0.5%, and reducing the platform's intervention rate.

4. Quality and Data Management

Adopting a time-segmented customer service rotation mechanism, dedicated quality inspection personnel are assigned to monitor the quality of responses in real time. The script is in line with Pinduoduo's friendly communication tone, while filtering out words that violate the Advertising Law and banned scripts on the platform to avoid the risk of penalties.

Daily output of consultation data reports (including consultation volume, conversion rate, success rate of group buying guidance, and effective response rate), weekly extraction of user feedback pain points, assisting merchants in optimizing product details and activity rules, and enhancing service experience.