《跨境电商直播（双语）》课件-5.1跨境直播售后管理

Cross-BorderE-CommerceLiveStreaming(Bilingual)跨境电商直播（双语）IntroductioncaseThecompanyhasrecentlydevelopedmanynewbusinesses.Aftertheliveevent,Vickywillundertakeanewtask-livestreampost-operation,includingafter-salesmanagement,livestreameffectanalysis,fanscareserviceandthesecondarydisseminationofeditinghighlightsofthepastlivestream.Sincethemasterisbusy,Vickywilltrytocompletetheworkindependently.Howtodealwithgoodsdelivery，customerfeedbackandcomplain?Howtofindproblemsofdifferentjob’sperformanceinthemostefficientway?Howtointeractwithfansandattractmoreprivatetraffic?Howtoedithighlightsofthelivestreambyusingsimplesoftware?Questions05/LearningsceneImprovecross-borderlivestreamresults改进跨境电商直播绩效目录ContentsManagecross-borderlivestreamafter-salesservice跨境直播售后管理5.1Checkcross-borderlivestreamactivities跨境直播活动复盘5.2Launchsecondpromotionofcross-borderlivestream跨境直播二次传播5.3知识目标KnowledgeobjectivesGettoknowreasonsforcustomernegativefeedbackorrejectionoftheproducts01Understandthetheoryofcustomerstickiness02Understanddutyofdifferentrolesofalivestreamteam03UnderstandKPIformeasuringtheperformanceofalivestream04Gettoknowprocessandmethodsforsecondpromotion05能力目标SkillobjectivesDeliverygoodsaccordingtocustomerrequirements01Providefansgroupwithcareservice02Dealwithnegativecomments,rejectionanddisputes03Findon-spotproblemsforthelivestream04Findsoftwareorwebsitestocheckperformanceindicesofthelivestream05Launchsecondpromotionbyusingappropriatetoolsforincreasingmarketshare06素质目标Qualitiesobjectives01Dedicated,abidebycompanycultureanddiscipline,andcompletebasiclivestreamingtasksontimewithhighqualityandquantity02Lovethejobofcross-bordere-commercelivestreaming03Haveteamspirit,workhardandhavestrongtimeconcept04Nevergiveupandalwaysfindareasforimprovement05Striveforexcellentbrandandsalesperformance5.1Managecross-borderlivestreamafter-salesservice跨境直播售后管理5.1.1Deliverygoodsaccordingtocustomerrequirements5.1.2Providefansgroupwithcareservice5.1.3Providecommodityafter-salesserviceCasestudy:WorldConsumerRightsDay(315消费者权益日）Aglobaleventthataimstoraiseawarenessaboutconsumerrightsandneeds.Consumerrightsmeanthateverypersonwhobuysvariousproducts,goods,andservices,hastherighttohaveinformationonthequality,purity,price,andstandardofthoseproducts.Therighttodemandprotectionandstaysafefromfraudulentactivitiesinthemarketplace.AliExpressLazadaShopee5.1Managecross-borderlivestreamafter-salesservice5.1Managecross-borderlivestreamafter-salesserviceQuestion:Howto

meetcustomerneedsincludestimeandspecialrequirements?ChannelsOrderrequirementsOnlineplatformcustomerservicedialogueCustomerservicecall40095MobilephoneOfflinelocationFacetofacevisiting5.1.1DeliverygoodsaccordingtocustomerrequirementsMeetcustomerneedsincludestimeandspecialrequirementsProductspecificationQualityLogisticsGiftsCouponsCardsWordstosayortoact5.1.2ProvidefansgroupwithcareserviceCustomerstickiness（粘性）Thetendencytogainrepetitivebusiness.Stickinessdeterminesthelikelinessofacustomer“sticking”toyourbrandbymakingapurchasemorethanonce.Manyfactorsgointoyourbrand’sstickiness,includingproductquality,pricing,convenienceandcustomerexperienceHowtodomarketingtoattractmorefollower,liker,commentor,purchaser?5.1.2ProvidefansgroupwithcareserviceOrganizegroups（粉丝建群）CreategroupsShareniceexperiencesOrganizeinterestingactivitiesGivefreesamplesandaskforadviceGivebenefits（粉丝福利）Redenvelopes:iftheymeetthelengthofstayLuckydraw:commentscreenshotlottery,hourlylottery,orderlotteryDistributeproductcouponsQualitycontents（产品质量）Outputvaluablecontentsuchasexpertisesharing,solutionstoeverydayproblemsCommunicateproductinformationclearlyDiscusstopicsofinteresttousers5.1.3Providecommodityafter-salesserviceThankusersfortheirgoodcommentsandtheirsupporttobusinesses;Inthefaceofusers'negativecomments,theyshouldsincerelyapologize,solveproblem,patientlyexplainandgetunderstanding.Customerreview（客户评论）Whentheuserhasademandforreturnandrefund,thecustomerserviceshouldfollowupintimetohandletheuser'sreasonablerequest.Thetimelimitforprocessingarefundofareturnofgoodscannotexceed48hours。Returnandrefund（退货退款）Whenthereisatransactio