Continuing from the previous article:Inquiry consumption is not converted? The salesman said he would not take the blame - B2B cross-border sales marketing special
In the process of refined communication of B2B cross-border sales or high customer unit prices, customer experience is a very important influencing factor, which largely depends on the timeliness, accuracy and professionalism of the reply. Reply to customers efficiently as soon as possible, fully understand customer needs while providing "appropriate" answers, and provide professional answers in specific industries and cultural environments... these are all urgent needs.
On the road of global expansion, this little verbal reply has long become a must-have for everyone's orders. On this contested ground, we at SocialEpoch also have something to say:
1. There are so many frequently asked questions and Q&As, why not create a vocabulary library?
For a global expansion seller of machinery and equipment, many customers have many repetitive and unprofessional questions during communication and follow-up. Faced with these questions, everyone's answer is that the eight immortals cross the sea and show their magical powers. What is sad is that there are also some small mistakes included. In order to fundamentally solve this problem, the company organized and translated the frequently asked questions, invited professionals to help identify and fill in the gaps, and sorted it out into a professional vocabulary library to empower all salesmen to fight on the front line.
More than that, it is not enough to sort out the contents of the chat library. It must also be convenient for all partners to use immediately. Here, combined with the quick reply settings of WhatsApp SCRM, convenience and efficiency are truly achieved.
The management background, PC client, and WaChat mobile terminal all support adding and modifying quick reply content. On the client side, each salesperson can add words, edit the content of words, adjust the order, group, etc. in the quick reply column, and can also use them immediately and copy them.
When communicating with customers, such a sidebar library will be more fragrant.
2. Once the chatbot is set up, no customer can escape!
There is another unavoidable bad experience factor: customer service is not online. Although now "outbound" cross-border people have prepared night shift customer service, they cannot withstand too many customers in a short period of time or other unexpected situations.
Therefore, a chatbot that can automatically reply and answer questions based on customer needs or key content is very important. As shown in the figure below, combined with the settings of keyword replies, each company can create its own intelligent chatbot.
In each reply setting, you can set up to ten keywords and five replies. The response time and response method can also be flexibly changed. N words like this, coupled with personalized settings, can even give customers the communication effect of "confusing fakes with real ones, replacing real people with robots." In actual business communication, it can help companies fully liberate salespeople from busy communication, reduce work, and improve communication efficiency.
3. Even without triggering keywords, the chatbot can reply!
Yes, you read that right. Smart replies that trigger keywords are of course very popular. What if the customer asks a question without the previously set keywords? For situations like this, our solution is to set a default reply for messages received.
When our PC client turns on the message reply, when the customer asks a question, it will give priority to matching keywords to reply. If there is no match, it will reply to the setting content.
This is a functional gameplay with no ceiling. You can set: Hello, I am a robot customer service. I don’t understand what you mean now. The human customer service will give you detailed answers as soon as possible after it comes online.
You can also set: Hello, I am a robot customer service. I don’t understand what you mean now. You can send XXX (keywords) to give you a detailed answer.
Within this ever-changing reply setting, every company can create an automatic reply robot that improves communication efficiency.
4. After the manual goes online, you can turn off the robot reply with one click!
In the WhatsApp SCRM PC client, there are switch options for greetings, automatic replies, and default replies. They can be turned off when people are present and turned on when people leave, making a small reply so flexible and convenient.
5. B2B cross-border sales are endless, a small reply can kill the competition!
In 2B or customer scenarios with high unit prices, 1V1 intensive chat is standard. Good communication results can promote transactions. Of course, poor communication will also make customers stop there or even turn into negative fans of the company and brand.
The setting of chat robots and quick reply phrase libraries can help staff obtain immediate and efficient content empowerment in refined communication scenarios, and can also add points to salespeople and enterprises from the customer experience side, creating a professional and trustworthy brand image. In this unlimited arena, high-quality response communication is always a must.
