Hongliao Technology: how to quickly improve Tiktok store

During the Spring Festival , Many Tiktok stores are logistics 、 Service and other factors , It will cause the store experience score to decline ！ This will certainly have some impact on the store traffic after the festival . among , Assessed “ Three minute response rate ” In particular, we need to pay attention to ！ that , How can businesses quickly improve the three minute response rate of Tiktok store ？ What will affect the reply rate of Tiktok store ？

1、3 Manual response rate per minute What is the definition ？

What is? 3 Minute manual response rate ？

seeing the name of a thing one thinks of its function , It means every day 8:00:00~22:59:59 period , Every time the buyer initiates a conversation , Go to customer service to reply manually , The average time the buyer waits for each round of messages in the conversation is 3 Proportion in minutes .

Index calculation formula ：3 Manual response rate per minute = 3 The customer service has replied to the message volume within minutes / The number of messages sent by the user ;

for example ： Information of consumers in consultation , stay 3 I got a reply from the manual customer service within minutes , be 3 Minutes after the customer service has replied, the message volume will increase 1.

notes ： If in a conversation , Customer service has a round of news 3 Reply in minutes , Then the three minute reply rate of the communication session is 0

2、 How to view substandard background data ？

Want to quickly improve the three minute response rate of the store , The first thing we need to do is to find and correctly handle the substandard data in the background .

First , What will affect the three minute response rate of Tiktok store ？

It's simple , If all the customer service in the store are not online ,, Or there is customer service online, but the reception saturation is 100% Under the circumstances , Users may leave messages offline because they are not assigned customer service . In this case , The three minute response rate of these conversations （ conversation ） Are all 0.

Where to check the data ？

The data is in [ Business background ]-[ data ]-[ Business experience ] Modular “ No customer service assigned ” It means this situation .

What needs to be noted here is ： This screening method selects the whole day 24 Hours of unassigned customer service sessions , The statistics of experience points are 8:00:00~22:59:59, After exporting the report, the merchant can manually filter the unassigned customer service sessions during working hours .

secondly , We also need to know how to check which sessions are not up to standard ？

according to 3 Minute manual response rate index , One conversation 3 The minute manual response rate can only be 0% or 100%, therefore , In the data - In the historical conversation , Select the time period to analyze , Check [3 Manual response rate per minute （ conversation ）], Click the query on the right , All unqualified conversations will come out , Click on [ View session ] after , You can analyze which message did not reply .

3、 How to quickly improve Tiktok store Three minute response rate ？

Next, we come to the key content of our practical operation , How to quickly improve the three minute response rate of Tiktok store ？ We can start from the following two aspects ：

（1）、 Focus on stores & Customer service data

Store data ： Business owners need to pay attention to the number of messages to be processed and the number of people in line , It's best to do it within the assessment time , The number of messages to be processed is 0, The number of people in line is 0; If there are messages to be processed , We can start the automatic distribution of offline messages ： stay [ Customer service management ]-[ Shunt queue ]-[ Rule settings ] in , choice “ Enable ” Automatic access to unprocessed messages and offline message warning function , The offline message can be automatically assigned to customer service at the first time .

Customer service data ： To ensure that customer service is available in the store , In addition to reasonable scheduling , Business owners also need to pay attention to the number of online customer service and the job saturation of each customer service , Ensure that customer service is available during the assessment time . If the job saturation of online customer service reaches 100%, It needs to be adjusted as soon as possible Ta Maximum reception , Or let other small breaks or offline customer service online .

If the job saturation of customer service is too high , Shopkeepers can shop in [ data ]-[ Customer service data ]-[ Monitoring today ] in , Assign the customers under the customer service with too full job saturation to other customer service .

（2）、 How to do front-line customer service ？

The most fundamental point is ： Within the assessment time , Respond to consumer inquiries in a timely manner , It's promotion 3 The core element of the minute manual response rate .

One Open the web version or PC Client notification ： In the background of Tiktok Flying Pigeon ,[ Set up ]- [ Personal information ] Open all message reminder settings in .

On the other hand , Make sure your cell phone APP Online in time ： It's inconvenient to use the web version of flying dove to reply to inquiries , Can keep the phone APP On line , Make necessary responses and responses to consumer inquiries . in addition , mobile phone APP Turn on corresponding notifications and reminders , Avoid missing consumer news that leads to 3 Minute manual response rate is not up to standard .