How to use quality service to retain target users in the operation of electric business platform

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For a webmaster who has operated an e-commerce platform, it must be known that the cost of developing new target users is very high for an electric business platform. Whether these users are from platform advertising, competitive advertising or other marketing strategies, etc. In some special industries, such as weight loss products, breast enhancement, and so on, competition is unusually fierce, may develop a new target user cost average down will be hundreds of dollars. And for those of us who have worked hard to develop new users, if they are only on your electric business platform consumption once, then for your electric business platform is undoubtedly a huge loss. How to retain the target users has become the most important problem to be solved in the operation process of the electric business platform. The following article on this issue to discuss how the Electronic business platform through High-quality service to retain the target users.

One: Analyze our trading process

In general, we can divide a trading process into the following sections, as shown in

In these four links, we can see that the user access links are mainly dependent on a variety of marketing promotion, but its best results, the lowest cost is undoubtedly Word-of-mouth marketing: friends Introduction. And we know a point on the platform of Word-of-mouth marketing is largely from the quality of service, if the good this will undoubtedly get a good viral marketing role.

And the next access to site content, chat consultation and payment transactions, after-sales service links are in fact the leading role of services, in these links if we can do good quality service, really from the point of view of the user perspective, it will be able to enhance the user's retention and viscosity, forming our most desired word-of-mouth effect.

Second: Quality service in platform design

In the period of initial construction of the electric business platform, we must provide the quality service consciousness, the platform design should be convenient for the target user as the principle design. In short, a quality service of the electrical business website design We start from the following:

1: The browsing speed of the platform is fast;

2: The Platform page is concise, the classification is clear, the guidance is rich, can help the target user quickly to find the information which wants to understand;

3: The function uses conveniently, minimizes the target user's operation procedure, like simplifies the registration, the purchase process and so on;

4: The page is rich, exquisite, can inspire the consumer desire of the target user;

Third: Pre-sale consultation and deal with the service control

If consumer ideas are generated when the target user browses to our Electronic business platform, generally will consult customer service staff to decide whether to consume, so in the process of service can be said directly related to the conversion rate, and quality services in this link will be the most important. The author thinks that in this part we can start from the following several aspects to provide the quality service.

1: Provide multi-channel customer service entrance

For the electric business platform, especially the small and medium-sized electric platform, we must provide the target users with multi-channel consulting portal to meet the different characteristics of the target user needs. For example, for corporate customers, they prefer to use the telephone counseling, for young people, they like to pass the convenient QQ chat way, for most white-collar workers are more keen to use Ali. Of course, there are other ways such as web Chat window, e-mail, and so on, and the channel information on the site most prominent position, the greatest degree of convenience to different ethnic groups and the needs of the target user consultation.

2: Improve customer service quality

In the process of communication with the target users, the service quality of the customer is directly affecting the image of the platform, so this link is very important in the whole service. Therefore, for the electric business platform, we must ensure that the customer service personnel on the corporate culture, corporate history, the operation of the business process, platform features, such as the product characteristics of any target users may consult the problem has enough understanding. At the same time, along with the development, we must regularly organize relevant training and assessment to ensure that the knowledge of customer service personnel is constantly updated to meet the development needs of the platform.

Four: The use of after-sales service to increase the target user heads

When our products are sold, we can say that the formal access to a single consumption target users, and for an electric business platform to get long-term development must encourage these users to consume again, become many consumers. And to encourage these users to continue to spend, through the after-sales service is a very good means. Here are some tips:

1: Establish a regular return visit system for target users

After the transaction, the customer service calls or the network visits the target user regularly, understands the target user to use the product the situation, answers the related question, maintains and the target user's contact.

2: Regular promotion information push

In the process of return visit, customer service personnel can guide the target user to two times consumption, for example, in the first consumption of products are about to be used up, is about to expire, in understanding the new needs of target users. At the same time, we can periodically optimize the platform-related discount information by telephone, email, QQ and other forms to our target users. This article originates from the wall material Net: http://www.brick-tile.com/reprint please reserve the source.