速卖通运营笔记——买家会话工具的运用
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><img src="https://mmbiz.qpic.cn/mmbiz_gif/tp6OtiboZbIHicic4tXYYUBR9IDhMTaQdyyibT0OAVAyeQNyca71jw0JbRO8UI2nbuUhOUjpmP50GhZ3jV0uewCibTQ/640?wx_fmt=gif&tp=webp&wxfrom=5&wx_lazy=1" style="width: 50%; margin-bottom: 20px;"></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">做速卖通的商家，<span style="color: black;">倘若</span>光<span style="color: black;">晓得</span>埋头卖货是远远<span style="color: black;">不足</span>的，还需要多多<span style="color: black;">认识</span>平台后台功能，灵活借助营销工具，<span style="color: black;">帮忙</span>店铺<span style="color: black;">提高</span>销量，今天来和卖家们聊聊速卖通</span><span style="color: black;">买家会话工具的<span style="color: black;">运用</span></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">1、</span>当前的用户咨询路径</strong></p><img src="https://mmbiz.qpic.cn/mmbiz_png/tp6OtiboZbIHicic4tXYYUBR9IDhMTaQdyy1OgAPsRWcUEjVrnXyMvO1ibWI44FO0wF5qVEOfp1T9ruYZwbd89Z88A/640?wx_fmt=png&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">（<span style="color: black;">照片</span><span style="color: black;">源自</span>：雨课课程截图）</span><span style="color: black;">买家会话针对用户咨询<span style="color: black;">能够</span><span style="color: black;">供给</span>场景分流、自动回复、快捷回复等能力</span>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;"><span style="color: black;">2、</span>两步完成<span style="color: black;">根据</span>咨询场景分流设置</strong></p><strong style="color: blue;">Step 1：</strong><span style="color: black;"><span style="color: black;">经过</span>客服列表<span style="color: black;">检测</span><span style="color: black;">是不是</span>有设置子账号为客服账号。客服列表为空则需添加子账号</span><strong style="color: blue;">Step 2：</strong><span style="color: black;">添加子账号后，设置对应角色为售前、售后、通用角色（默认）</span><img src="https://mmbiz.qpic.cn/mmbiz_png/tp6OtiboZbIHicic4tXYYUBR9IDhMTaQdyy8yD8Rmn6iauwRdWYveay8FIku2WHib7SFhVtlQp5OwGtN4v2gaYr5Thw/640?wx_fmt=png&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">（<span style="color: black;">照片</span><span style="color: black;">源自</span>：</span><span style="color: black;">雨课课程截图）</span><strong style="color: blue;">（一）接待面板:展示接待买家人员信息，支持筛选、打标等操作</strong><strong style="color: blue;">搜索框:</strong><span style="color: black;">支持用户名<span style="color: black;">叫作</span>、订单ID、聊天记录关键词搜索。</span><strong style="color: blue;">筛选按钮:</strong><span style="color: black;">支持<span style="color: black;">根据</span>“未回</span><span style="color: black;">复会话、<span style="color: black;">根据</span>星标颜色、按订单状态”筛选当前会话</span><span style="color: black;">仅展示未读买家数:一目了然更清楚<span style="color: black;">把握</span>未读买家数.</span><strong style="color: blue;">转交给我:</strong><span style="color: black;">点击后仅展示转交给当前客服的会话数</span><span style="color: black;">分国家展示会话:支持俄罗斯、法国、西班牙用户接待</span><strong style="color: blue;">（二）会话面板:回复买家信息等操作</strong><strong style="color: blue;">1、会话标记</strong><span style="color: black;">黄色标记:补发订单需要给客人发新单号</span><span style="color: black;">蓝色标记:大单客人/老客户订单<span style="color: black;">连续</span>跟进（物流&售后<span style="color: black;">跟踪</span>等)</span><span style="color: black;">绿色标记:订单退款，<span style="color: black;">经过</span>客服或paypal 等</span><span style="color: black;">红色标记:<span style="color: black;">制品</span>的质量问题，需要<span style="color: black;">定时</span>记录<span style="color: black;">报告</span></span><span style="color: black;">紫色标记:物流纠纷给客人退款，后续到货催客人付款</span><span style="color: black;">新版本功能:发送后2min内支持<span style="color: black;">信息</span>撤回。</span><strong style="color: blue;">2、"星标自定义名<span style="color: black;">叫作</span>"功能上线:</strong><span style="color: black;">设置<span style="color: black;">区别</span>星标<span style="color: black;">背面</span>名<span style="color: black;">叫作</span></span><span style="color: black;"><span style="color: black;">重视</span>:<span style="color: black;">每一个</span>名<span style="color: black;">叫作</span>限制20个字符，<span style="color: black;">同期</span>修改名<span style="color: black;">叫作</span>后必须点击“<span style="color: black;">保留</span>”<span style="color: black;">才可</span>生效!</span><strong style="color: blue;">3、客服绩效:</strong><span style="color: black;"><span style="color: black;">帮忙</span>商家接待数据化、可视化，<span style="color: black;">提高</span>商家客服接待效率，<span style="color: black;">提高</span>客户体验，<span style="color: black;">提高</span>询单转化率</span><strong style="color: blue;">4、回复设置功能</strong><strong style="color: blue;">（1）快捷短语设置:</strong><span style="color: black;">支持常用快捷短语设置，最多支持配置50条短语，每条快捷短语最多支持1000个字符</span><span style="color: black;">设置技巧：</span><span style="color: black;">设置快捷短语可<span style="color: black;">帮忙</span>您<span style="color: black;">有效</span>回复买</span><span style="color: black;">家问题，最多支持配置50条短语</span><span style="color: black;"><span style="color: black;">平常</span>用语的话术汇总、词汇简单易懂、语句简短、各类问题有效的<span style="color: black;">处理</span><span style="color: black;">方法</span></span><strong style="color: blue;">（2）自动回复设置:</strong><span style="color: black;">支持文本回复内容、关键词设置（可配置对应文本、<span style="color: black;">照片</span>及店铺优惠券)</span><span style="color: black;">设置技巧：</span><span style="color: black;">自动回复设置的好处∶可在店铺无人值班<span style="color: black;">或</span>假期时间<span style="color: black;">帮助</span>店铺进行店铺接待，可有效<span style="color: black;">加强</span>店铺回复率，<span style="color: black;">同期</span><span style="color: black;">加强</span>在无人值守<span style="color: black;">周期</span>店铺的自然成交及转化;</span><span style="color: black;">自动回复设置规则:在近24小时内，若买家<span style="color: black;">第1</span>次发送<span style="color: black;">信息</span>，其将收到<span style="color: black;">这里</span>处设置的自动回复;</span><span style="color: black;"><span style="color: black;">重视</span>:自动回复后，<span style="color: black;">信息</span>仍然是未读状态。</span><strong style="color: blue;">（3）客服账号管理</strong><span style="color: black;">·支持添加客服:把现有子账号角色设置为客服，则<span style="color: black;">能够</span>接待用户咨询</span><span style="color: black;">·更换角色:<span style="color: black;">日前</span>有通用、售前、售后三类角色，其中通用角色为售前售后均<span style="color: black;">能够</span>接待;售后角色为:<span style="color: black;">经过</span>已购买订单或纠纷订单中咨询的;其余剩下为售前角色</span><span style="color: black;">（</span><strong style="color: blue;">三）买家<span style="color: black;">关联</span>:展示买家<span style="color: black;">更加多</span>信息，国家、订单等，支持一键发券、发商品、备注等功能</strong><strong style="color: blue;">1、红包密令：</strong><span style="color: black;"><span style="color: black;">经过</span>利益刺激，促进BC互动，使店铺潜在用户显性</span><span style="color: black;">化，以便商家更好运营客户，<span style="color: black;">提高</span>店铺询单转化率。</span><span style="color: black;"><span style="color: black;">经过</span>密令设置，<span style="color: black;">提高</span>用户店铺心智及品牌心智，利于用户复购</span><span style="color: black;">配置密令红包引导:<span style="color: black;">经过</span>详情页或店铺首页挂banner页方式透出密令，并引导买家咨询商</span><span style="color: black;">设置方式：</span><span style="color: black;">密令内容<span style="color: black;">意见</span>设置与店铺<span style="color: black;">关联</span>的内容，如品牌名</span><span style="color: black;">最长<span style="color: black;">不可</span>超过15个字符，<span style="color: black;">不可</span>输入空格。</span><span style="color: black;"><span style="color: black;">意见</span><span style="color: black;">运用</span>无门槛优惠券，且面额相较其他<span style="color: black;">途径</span>更大<span style="color: black;">有些</span>，更能刺激用户购买。</span><span style="color: black;">开启后1H后买家端<span style="color: black;">能够</span>看到。</span><strong style="color: blue;">2、常驻关键词设置</strong><span style="color: black;">更好识别用户意图，<span style="color: black;">提高</span>私域转化率，<span style="color: black;">帮忙</span>商家<span style="color: black;">精细</span>客户营销</span><span style="color: black;"><span style="color: black;">帮忙</span>店铺增粉:会话端直接关注店铺</span><span style="color: black;">促进转化:一键get优惠券促进用户转化</span><strong style="color: blue;"><span style="color: black;">Step 1:</span></strong><span style="color: black;">添加关键词</span><span style="color: black;"><span style="color: black;">日前</span>支持优惠券、店铺爆款、店铺上新、我的订单、自定义五种关键词类型</span><strong style="color: blue;"><span style="color: black;">Step 2:</span></strong><span style="color: black;">配置关键词对应内容</span><span style="color: black;">订单<span style="color: black;">查找</span>:默认展示买家<span style="color: black;">近期</span>5个订单</span><span style="color: black;">热销爆款:<span style="color: black;">选取</span>店铺对应商品ID，最多4个</span><span style="color: black;">优惠券:一次最多配置3张</span><span style="color: black;">自定义:支持回复文本、券、商品、店铺、url等</span><span style="color: black;"><strong style="color: blue;">Step 3:</strong></span><span style="color: black;">确认展示的关键词及<span style="color: black;">调节</span><span style="color: black;">次序</span></span><span style="color: black;">最多展示售前售后5个关键词，最多<span style="color: black;">能够</span>设置20个关键词</span><strong style="color: blue;">3、邮件提醒功能</strong><span style="color: black;">当个人邮箱绑定买家会话后，一旦有新的<span style="color: black;">信息</span>产生就会触发邮件提醒，避免<span style="color: black;">信息</span>遗漏从而<span style="color: black;">引起</span>用户流失</span>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><strong style="color: blue;">NEWS</strong></p><span style="color: black;">小白</span><span style="color: black;">应该<span style="color: black;">怎样</span>学习亚马逊，我会为<span style="color: black;">大众</span><span style="color: black;">连续</span>更新~<span style="color: black;">倘若</span>想在运营过程中</span><span style="color: black;">不踩坑，亚马逊孵化<span style="color: black;">处理</span><span style="color: black;">方法</span>，专业教练<span style="color: black;">帮助</span><span style="color: black;">制品</span>优化，并辅助<span style="color: black;">制品</span>上架推广！助力<span style="color: black;">制品</span>打造！千万业绩大咖实战天团亲自授课，1v1-180天课后辅导，感兴趣的小伙伴<span style="color: black;">能够</span>点击扫描下方海报二维码咨询</span><img src="https://mmbiz.qpic.cn/mmbiz_png/tp6OtiboZbIFvo8zNguIjzR6z3OsIWpuZogXzXmvfLf6A1ltZO7OiauswcZS3mEldnxVrrVbb8N6r34TwDBUBaHg/640?wx_fmt=png&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;">
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;">★</p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;">为助力行业抓住跨境电商发展机遇，带来全方位的资源、服务与商机，雨果跨境将在深圳国际会展中心联合主办为期3天的</span><span style="color: black;"><strong style="color: blue;">“2022年CCEE跨境电商展览会（深圳）”</strong></span><span style="color: black;">。汇聚<span style="color: black;">全世界</span>资源，探讨行业热点议题，共谋产业稳定有序发展，打造跨境电商行业的开年盛会。感兴趣的小伙伴<span style="color: black;">能够</span></span><span style="color: black;"><strong style="color: blue;"><span style="color: black;">点击阅读原文参与报名哦</span></strong></span></p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><strong style="color: blue;">往期 · <span style="color: black;"><span style="color: black;">举荐</span></span></strong></span></p>
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<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><a style="color: black;">亚马逊运营</a>笔记—优惠券Coupon设置技巧</p>
<p style="font-size: 16px; color: black; line-height: 40px; text-align: left; margin-bottom: 15px;"><span style="color: black;"><a style="color: black;">拉美新蓝海市场进军攻略，美客多平台运营干货</a></span></p><img src="https://mmbiz.qpic.cn/mmbiz_jpg/tp6OtiboZbIFX5Ln7XCEc9oUiboicupxibZflJsTC6De9swmMSpEQBW3WASN4xupSQ4Zb558tmhrhnvCYZ1sgVpWWA/640?wx_fmt=jpeg&tp=webp&wxfrom=5&wx_lazy=1&wx_co=1" style="width: 50%; margin-bottom: 20px;"><span style="color: black;">（封面图源：图虫创意）</span>
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