前言
现如今，打造紧贴客户需求的店铺，在我们为客户提供物美价廉的商品的同时，还要给客户提供无可挑剔的购物和售后体验，以及在信息保护的大趋势下，给客户一个合理的期望是关键！做好这一点有助赢得客户信任，消除他们的后顾之忧。
最近，熊猫君收到很多电商广告主关于出海营销的迷思，经过整理，熊猫君将分享有关电商供应链环节中，诸如选品、品控、定价、营销、政策合规向各位广告主分享~~
购物旅程 之 客服回复邮件模板 Q&A
Q1：如何与顾客沟通订单延误？
A1：We are very sorry that your order: [xxxx] has been delayed due to xxxx The latest expected delivery date is: [xxx] (We are currently working with our logistic partner to verity your order status and we will provide you the solution within 48 hours.)
We are truly sorry to bring inconvenience to you and we would offer you an extra discount coupon of 10% off for your next order, without limits and expiration. If after xx days of your purchased date that you still haven’t received your order, we promise to refund your order. We appreciate your patience and understanding.
Q2：如何与顾客沟通订单欠货？
A2：Please allow me to apologize for the daley of shippment of [xxx item] in your order. We are experiencing a high volume of demand, therefore we still need a couple of days to replenish our stock and prepare this piece for you. We expect to ship your order between [ xx to xx], meanwhile the the remaining products in your order have been shipped out normally.
Your patience is highly appreciated. To compenstate the inconvience of your experience, we would like to offer you a 10% discount for your next order. Hope you still enjoy shopping with us.
If you have any other questions or concerns, please do not hesitate to reach out, We’d love to help!
Q3：如何与顾客沟通更换尺寸？
A3：Thank you for reaching out and for your recent order. We are sorry to hear that this oufit doesn’t fit well. We can send you a replacement with the right size for free. The new item will be sent within [xx] business days after your confirmtion and deliver to the same address from your previous order in about [xx-xx] business days.
Would you please tell me your body measuremsents incuding bust, waist and hip sizes so that we can find the right size for you? Thank you.
Q4：如何回复顾客询问如何选择尺码？
A4：Thank you for your interest in [company.com]. We would be more than happy to assist you in choosing the right size. On our website, each item is accompanied by a size chart which indicates the measurement of the item itself (not body measurements). Measure your bust, waist, hip to see which size fits best. Alternatively, if you let us know which item you are considering, your body measurements and what US size you normally wear, we could make a recommendation for you.
Q5：如何回复顾客未收到包裹？
A5：Thank you for shopping at [company.com]. We are sorry to hear you still have not yet received your order. Can you let us know your order number so we can provide more accurate information for you? In general, each order takes about XX-XX business days for processing prior to shipping, as indicated on each of our product page and Shipping Information page. The shipping time frame of XX-XX days is the actual shipping time after the order is processed. If you let us know your order number, we can look into it for you, thank you so much for your patience.
Q6：如何回复顾客要求退货？
A6：Thank you so much for reaching out and for your recent order. We are sorry to hear about your experience and we can make a return for you. We will issue the refund once we have received your return package.
The return address is : [Return warehouse address]. At the moment, customer need to bear the shipping cost for return. If you have any other questions or concerns, please do not hesitate to reach out, We’d love to help!
Q7：如何回复顾客询问折扣？
A7：Thank you for your interest in [company.com]. The discounts shown on the main page and the product page are all up to date and accurate. Are there anything in particular that you are looking for? We’d be happy to make a recommendation for you.
Q8：如何回复顾客询问当季促销？
A8：Thank you for your interest in [company.com]. We’d be delighted to offer some recommendations for your shopping. Please see our Top 3 best deals below and we’d like to remind you that the discounts shown on each product page are all ongoing discounts but ending soon in xx hours:
- Top 1 best deal: xx% off, [product name 1] , [1-2 product benefit], [product link]
- Top 2 best deal: xx% off, [product name 1] , [1-2 product benefit], [product link]
- Top 3 best deal: xx% off, [product name 1] , [1-2 product benefit], [product link]
Q9：如何回复顾客对质量不满意？
A9：Thank you so much for reaching out and for your recent order. We are sorry to hear about your experience and would like to send you a new one without any charge. Should we send it to your adderess from the last order? Or it‘s possible to choose any items from our website for a similar price at your preference. Please tell us which solution do you prefer?
If you have any other questions or concerns, please do not hesitate to reach out, We’d love to help!
PandaMobo
是中国“互联网+”出海整合营销平台，隶属于上市公司久其软件，是久其数字传播核心成员。我们致力于帮助中国品牌走向全球，通过海外媒介投放，品牌策略咨询，本地化运营，新媒体大数据服务四大核心业务模块，为APP，游戏，电商，电子快消，工业品，旅游文化等行业提供专业，高效，创新的出海解决方案，构建中国的海外“互联网+”品牌生态。