为国际订单提供客户支持

当您在亚马逊商城开店时,需要使用商城当地语言提供客户支持。例如,假设您在 Amazon.jp 或 Amazon.es 开店,则需要使用相应的日语或西班牙语提供客户支持。您可以选择自己处理,也可以选择加入亚马逊物流服务由亚马逊代您处理。

自行配送订单

本地语言的客户支持

当您选择自行配送订单时,意味着您不仅需要自己安排分拣、包装和配送,而且亚马逊还要求您自行提供客户支持。如果您并不熟悉商城当地语言,则处理这些事情会比较困难。

您或许会使用计算机自动翻译工具回复海外买家的电子邮件询问。但是,使用机器翻译存在风险,因为翻译结果可能会不尽如人意,这会导致买家体验变差,并最终影响到您作为卖家的绩效评估。如果您自身无法使用当地语言提供客户服务,最好是使用第三方服务提供商代您提供客户支持。


及时回复

买家对您的商品存在疑问或疑虑时,他们期望您及时提供有用的服务。为保持良好的卖家业绩记录,您应聘请了解商品、库存和物流的客户服务专员,在 24 小时内使用当地语言快速回复买家电子邮件。如果开店商城的时区与您营业地点的时区不同,由于存在时差,您在正常营业时间内回复买家的时段变短,及时回复则较为困难。

卖家可以借助网上的许多资源来提供客户支持。以下是按区域排列的其他卖家认为有用的几个链接。

需要客户支持服务的区域公司
北美SellerEngine
欧洲InterCultural Elements
日本Jumbo


通过亚马逊物流配送订单

当您使用亚马逊物流服务时,亚马逊将使用相关商城的当地国语言代您提供全天候客户支持。对于许多卖家而言,能否在海外商城成功开店,亚马逊物流的这一功能至关重要。鉴于亚马逊物流已提供当地语言的客户支持,您可以向您的买家提供亚马逊世界一流的客户服务,且您可将重心放在拓展及管理业务上。


亚马逊官网原文详情:   

Customer Support for International Sales

When you sell in an Amazon marketplace, you are required to provide customer support in the local language of the marketplace. For instance, if you are selling on Amazon.jp or Amazon.es, you are required to provide customer support in Japanese or Spanish, respectively. You can choose to do it on your own or you can have Amazon do it when you join FBA.

Fulfilling orders on your own

Local language customer support

When you choose to fulfill customer orders yourself, it's not just the picking, packing, and shipping to customers that you'll need to handle; Amazon also requires that you handle customer support. This can be challenging if you are selling in an Amazon marketplace where you don't know the language.

You may be tempted to use automated computer translators to respond to email inquiries from international customers. However, a risk to this approach is that machine translation may lead to less-than-optimal translations, which in turn could lead to a poor customer experience, ultimately affecting your seller performance ratings. A better option, if you do not have in-house customer service capabilities in the local language, is to use third-party service providers to handle your customer support.


Timely responses

Customers expect prompt, helpful service when they have questions or concerns about your products. To maintain a healthy seller scorecard, you should have customer service specialists who understand your products, that know where the customer's product is and when it will be delivered, and who will be able to respond quickly (within 24 hours) to customer e-mail contacts in the local language. This may be challenging when selling in marketplaces that are in different time zones from your place of business, as the time differences will shorten the time frame in which you can respond to customers during your regular business hours.

There are many online resources that can help sellers with customer support. Here are a few links other sellers have found useful organized by region.

Customer support services inCompany
North AmericaSeller Engine
EuropeInterCultural Elements
JapanJumbo


Fulfilling orders through FBA

When you use FBA, Amazon will provide 24-hour customer support on your behalf in the local language of the relevant marketplace. For many sellers, this feature of FBA is critical to selling on international marketplaces successfully. With local language customer support already included in FBA, you can provide your customers with Amazon's world-class customer service, and you can focus on growing and managing your business.

文章来源:亚马逊官方网站