会聊天是一门艺术,一个优秀的客服不仅可以把握客户的钱包,还能把握客户的忠诚度。客服是跨境电商公司里一个很重要枢纽。今天,小编就总结了以下一些客户可能会遇到的情况以及回复例句供大家参考,有了这些模板例句,再根据实际情况稍作修饰和更改,维护客户可就方便多了!

1.国内节假日导致物流延误

We are sorry to inform you that due to the Chinese Spring Festival holiday, all logistics are out of service at the moment. Your order might be delay for 3 days, we kindly ask for your patience and thank you so much for your understanding. 


2.物品发出以后告知客户

We are happy to inform you that your order XXXX (商品名称) is on the way! The tracking number is XXXXXXX (物流单号) and you will receive it in estimated 7 days. Thank you very much for ordering with us, we hope you have a happy shopping experience with us!


3.买家收货后,邀请买家留下评价

We noticed that your order XXX (订单号) is delivered. Did you receive it? Are you happy with your item? If you are satisfied with our product and service, can you leave us a good review? Your review is very important for our developing business, we appreciate your time and looking forward to your further order!


4.收到买家好评后的感谢及后续营销

Thank you so much for your good review! We have prepared a 20% off discount ‘XXXXX’ (折扣代码) for your next order! We look forward to serve you more in the future and wish you nice day!


5.买家发生退货

Sorry for the bad shopping experience we brought you, we offer item return service, please send the product back to the address: XXXXX (退货地址) Your refund will be proceed as soon as we received your returned item. We will keep improving our product quality and customer service, hope we can see you again soon in the future!


6.提供最新物流状态给到买家

Your order XXXX (订单号) has arrived your country and is now under customs inspection! We hope you can receive your parcel as soon as possible! Please feel free to contact us at any time if you have any questions!


7.店铺活动营销通知模板

Christmas Sale! Thank you so much for being with us this year, we are having our Christmas Sale now, up to 50% OFF for all items! Don’t miss out, come and have a look in our store now!


作为一个与买家直接接触的第一线,客服的态度时时刻刻体现着公司价值观和经营理念,只有培养自己的沟通技巧,努力让买家满意,才能为公司带来最大化收益,实现自己的价值。今天这些跨境电商客服回复范例,你学会了吗?