The more pre-sales customer service skills you have, the better. A truly useful chat library should allow customer service to find accurate answers within seconds when customers ask about prices, functions, inventory, or activities, while leaving room to continue asking questions based on needs.
1. Classify according to customer problems, not according to departments
When customer service searches for words, what usually comes to mind are the keywords the customer just asked. Setting the first-level classification to "product consultation, price activities, inventory delivery, specification selection, ordering help" will be easier to find than "pre-sales group one, pre-sales group two".
- Product consultation:Function, material, size, usage scenarios.
- Price activity:Promotional terms, coupons, giveaways and event times.
- Stock delivery:Spot status, shipping location, estimated timeliness.
- Specification selection:Differences in models, applicable groups, and matching suggestions.
2. One saying only solves one main problem
Stuffing price, inventory, logistics and after-sales into one long reply will increase the reading burden and make it inconvenient for customer service to modify it according to the situation. It is recommended that each piece of speech only answers one main question, and then be combined and sent when additional information is needed.
First answer the customer's question directly, then add a key condition, and finally give suggestions for the next step. For example: "This product is currently in stock. Orders placed before 17:00 today will be shipped out on the same day. Which specification are you going to choose? I can continue to confirm it for you."
3. Add keywords that customers will say in the title
"Product Description 01" is not conducive to search, and can be changed to "Are it in stock/When will it be shipped?" The title also retains two to three common expressions, and customer service can quickly locate it by inputting "ready in stock" or "shipping".
4. Reserve obvious locations for variables
Information such as price, date, specifications, etc. will change. You can use "[Activity Price]" and "[Delivery Time]" as variable prompts. Complete the replacement before sending to avoid sending internal notes directly to customers.
5. Weekly supplement based on real conversations
Sort out the questions that are “unsearchable, frequently rewritten, and easy to answer incorrectly” within a week, and update high-frequency content first. A stable library of pre-sales skills should help customer service quickly start a conversation, rather than restricting customer service from continuing to understand customer needs.