疫情期间跨境电商客服如何回复?
受疫情影响,不仅造成了国内电商物流上的影响,对于跨境电商也造成了很大的影响,比如:海外客户下单后无法进行发货、物流信息不更新等.

疫情期间跨境电商客服如何回复?

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前言

受疫情影响,不仅造成了国内电商物流上的影响,对于跨境电商也造成了很大的影响,海外客户下单后无法进行发货、物流信息不更新等,甚至当海外客户想要退换货时,由于运输受阻无法第一时间将商品返回给商家,使得海外客户的购物体验直线下降。那么跨境电商客服要及时与客户进行沟通,告知客户国内疫情现状,以及商品发货等事宜,以获取客户的理解。

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配送延迟

1.Dear, I am very sorry for the trouble caused to you. Due to the impact of road resources during the epidemic, the time limit for picking up goods may be delayed.

亲,非常抱歉给您添麻烦了,因疫情期间道路资源受到影响,取件时效可能有所延迟,我们将尽快处理,给您带来不便敬请谅解。

2.Thank you for purchasing XX from us. We will have your product shipped as soon as possible. Due to the changing conditions of this global event,shipping timed may be delayed for some items.

感谢您从我们这里购买XX。我们会尽快将您的商品发出去。由于这次全球疫情大事件的不断变化,某些商品的运送会延迟。

3.Because of factory closures we may experience some production delays.

由于工厂关停,可能货期会有所延迟。

发货延迟

1.Due to the changing conditions of this global event, your item may arive after your estimated delivery date of XXX. We hope you understand during this time as our team and courier to deliver your package as soon as possible.

由于此次全球事件情况的不断变化,您的商品可能会在预计交货日期XXX之后送达。我们希望您能理解,在这段时间内,我们团队和快递人员会尽快交付您的包裹。

2.Hello, now we areas affected by the epidemic so there is no timely delivery for you, cause you bad shopping experience, to say "sorry" to you, but we also hope that the outbreak to end as soon as possible, immediately arrange shipping for you, hope you can patience to wait for a period of time, again if you have any requirements you remember said to us, must protect yourself during the outbreak.

亲亲您好,现在我们地区受疫情影响所以没有及时给您发货,造成您不好的购物体验,先给您道个歉,不过我们也希望疫情尽快结束,第一时间给您安排发货,希望您可以再耐心等待一段时间,如果中途您有任何要求您记得给我们说,疫情期间一定要保护好自己。

退换货

I'm very sorry to trouble you, to cooperate with the local epidemic control, distribution pick-up time will be extended, in order not to affect your goods return, to submit to after-sales service, it is recommended that you can stay after the policy to adjust, will contact you to arrange pick-up, during this period also recommend that you do not cancel the order, you hard to wait. During the epidemic, please also do a good job of protection, to ensure your safety!

亲,非常抱歉给您添麻烦了,为配合当地做好疫情管控,配送取件时效会有延长,为了不影响您商品退换货,建议您可以先提交售后服务单,待政策调整好后,会及时联系您安排取件,在此期间也建议您不要取消订单,辛苦您耐心等待。疫情期间,也请您一定做好防护,保障自己的安全!

积极配合抗疫

1.We are actively following government guidance and safety is our top priority. As of now, we are still sending orders for stock items on a daily basis, but please note that there may be delays due to current changing trends. I hope you are safe and healthy.

我们正在积极遵守政府指导,安全是我们的首要任务,到目前为止,我们仍然每天发送库存商品的订单,但请注意,由于当前不断变化的趋势,商品到达可能会有所延迟。希望大家平安,身体健康。

2.Our business is actively abiding by the instructions of the government to keep our customers safe. Your health is our highest priority.

我们的业务积极遵守政府指示,保证我们客户的安全。您的安全是我们的头等大事。

感谢客户理解

1.We apologize for the inconvenience this may cause and hope for your understanding in this matter.

由此给您带来的不便,我们深表歉意,并希望您能理解此事。

2.We will diligently seek to the best of our ability and minimise the effects of these delays on you.

我们将竭尽所能,努力让这些延误对你造成的影响降到最低。

3.If you have any concerns, please contact us first and we will be happy to help. Thanks for your business and patience during these times.

如果您有任何疑问,请第一时间联系我们,我们将竭诚为您服务。感谢您这段时间的耐心和等待。

4.Stay safe, blessed, and we hope you enjoy your product.

注意安全,祝福您,希望您喜欢我们的产品。

进行快捷回复

客服可以将以上话术以及其他常用的一些话术、优秀的话术设置成快捷短语,存储到快捷回复助手-聊天宝的知识库中,既减少重复打字,也便于一键发送,并且通过它可以极大地提高工作效率,减少工作量。在不同的对话情境下,客服可以快速检索相应的话术并发送给客户进行沟通。

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总结

跨境电商客服要维护好与客户的关系,及时与客户取得联系,告知客户实际情况,这样客户可以做好心理准备,也便于获得客户的理解。

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