本文目录一览：
- 1、在跨境电商中,给客户站内信的回复内容由哪几部分构成?
- 2、跨境电商平台卖家怎么做好客服工作
- 3、跨境电商怎么跟客户沟通 跨境电商跟客户沟通方法
- 4、什么是跨境电商？跨国电子商务目前的基本特点
- 5、跨境电商平台客户信息收集时可以记录哪些信息
- 6、跨境电商运营是做什么的？
在跨境电商中,给客户站内信的回复内容由哪几部分构成?
线下外贸也好，跨境电商也好，邮件和站内信的处理都有很多技巧。例如：类型区分、沟通时间、语言技巧、模板设定等等，方方面面都需要大家去注意，各种邮件模板合集才能高效的完成与买家的沟通乃至订单。
1. 站内信的类型区分
真实需求型：我们可以将这种客户归为重点客户，尽快回复，如果客户的回复比较频繁，可以每天回复;(其中批发回购型：批发客户的信息优先处理。抓住一个批发的回头客，会带来很多稳定回购的销售额，要把更多的精力放在批发订单上，争取拿下批发订单。
准备入市型：客人一般对产品不是特别的了解，我们可以询问客人的市场定位，然后给客人推荐合适的产品;
信息收集型：有固定的供应商，但是为了收集更多的信息。这类客户是我们潜在的买家;索要样品型：他们纯粹是要样品，没有多少诚意，我们只要收取样品费或者快递费，对方就放弃了;
窃取情报型：对方非常专业，对产品的各项指标都非常清楚，我们可以和这样的周旋即可。
2. 不同地域站内信回复时间
亚洲：几乎没有什么时差 就要马上回复;
印度：上午11点前回复;
中东：下午1点之前回复;
欧洲：一般下午2-3点之前。客人上班之前就可以看到;
美洲，拉丁美洲：一般下午下班前回复就可以了。
3. 站内信回复准则
如实回答，切勿忽悠。客户询问产品的相关功能，知道就是知道，不知道就是不知道，不确定就说不知道，一旦你说了可以支持，结果买回去用不了，纠纷退全款，得不偿失。
4. 站内信分类回复模板(16种模拟类型)
产品外观
Dear Valued Customer
Thanks for your great interest in our items , We are glad to tell you that
this model we have 4 colors : Black , Green , Blue , Red , and all the color in
stock , you can directly place the order in my store .
Once we receive the payment from your side , we will arrange the shipment for
you ASAP
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
产品库存
Dear Valued Customer
Thanks for your great interest in our items , In fact this is a really new
item in the market , We just sell out , so the new stock will arrive in 2 weeks
,But you can place an order first in my store , Once we have new stock , We need
send all the orders according to Order Date， early orders , we need ship it fast
.
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
产品功能
Dear Valued Customer
Thanks for your great interest in our items ,it can connect with two device
at the same time , But we have tested it , When you connect with one
headphone，the sound quality would be much better .
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
产品折扣
Dear Valued Customer
Thanks for your great interest in our items , Since you are already my VIP
Customer , we just apply the discount $ 2 for you for this item from my company
.
After you place the order , pls donot pay it first , Try to leave me message
, so we will change the price to $** for you , and then let you finish the
payment .
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
产品批发
Dear Valued Customer
Thanks for your great interest to my items , In fact your are already my VIP
price , before you have bought many times in my store , so i just apply the VIP
price for you from my company , Also we have our own factory So we can arrange
it fast for you .
Each we can sell u only $**, So ** pcs price is $ ** , And i confirm it with
my shipping company , you need pay the TNT shipping fee $**, so **pcs total
price is $ **, when u place the order ,do not pay first , leave me message let
me change the price for you , after i change , i will tell u pay ,and priority
to send your order.
If you have any questions, please feel free to contact us wait your kindly
reply , thanks
发货时间
Dear Valued Customer
Thanks for your order ,In fact we have received your money , Usually my
company QC need test it carefully before we shipping , Because we need guarantee
better quality and well package for you .
Totally we need arrange your package within 2 days , Never worry that , Once
we shipped , we need update the tracking number for you , and give you the
racking website , so you can know your package where it is going on .
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
询问配送
Dear Valued Customer
Thanks for your great interest to my items , This items we have many in stock
in Russian Warehouse , We can ship it for you directly from Russian Warehouse ,
So you can receive it really fast.
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
运送时效
Dear Valued Customer
Thanks for your great interest to my items , Usually we send it to you by
AliExpress Standard Shipping , This is Aliexpress Official Shipping Way ,
According to my experience , it will take 3~4 weeks to your local place .
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
质保时间
Dear Valued Customer
Thanks for your great interest to my items , All the items in my store my
company QC have tested it carefully , and we can provide you the guarantee for 1
year .
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
支持本地退货
Dear Valued Customer
Thanks for your order , In fact you can see we support domestic return in
Russian , If you receive the parcel donot like it , you can return it to
Aliexpress Russian Warehouse within 7 days .
If you have any problem , Leave me message here , we will reply you within 24
hours. best wish.
海外仓选择
Dear Valued Customer
Really sorry for the inconvenience , Just because we have set some remote
area from Moscow , Cannot ship it from Russian Warehouse , For long address from
Moscow is easy to lose the package , also buyer need pay high shipping fee , so
you cannot choose ship it from Russian Warehouse .
If ok hope you can understand it , and place order from China , Best wish
社交推广
Dear Valued Customer
Thanks for your great interest to my items , If ok hope you can send me your
Youtubechannel link , We need check it first , and we will talk it with my
company , Decide to send what kind of items for you . Best wish.
修改差评
My dear friend,
I am really sorry to see you left me a negative feedback. I know that you may
not satisfied with our product or service, but we are willing to do our best to
correct this impression and compensate you. Please kindly accept my sincere and
deep apology.
If anything I can do for you, please do not hesitate to let me know. The
negative feedback is realy fatal to us, all I want you to do is to help me
change it by your great kindness. Hope you can kindly help.
Waiting for your reply.
节日延迟
Dear buyer,
Thanks for your purchasing in our shop. However ,in celebration of China
Spring festivals (春节) ，all shipping services suspend temporarily during the
period ,so your parcel delayed.
We apologize for the inconvenience caused and appreciate your kind
understanding
Thanks!
Best Regards
xx
催单付款
Dear buyer,
Because of the delivery time which is depended on the complete time of the
payment, and some products are in hot sales, we honestly advise you to complete
the payment as soon as possible to ensure that you have got the product and fast
shipment also.
The faster you pay, the quicker we will ship.
Thanks again and welcome to our store all the time.
if you have paid, ignore this email please.
Wish you have a good time
best regards!
确认地址
Dear buyer,
Hello Friend, we are glad to receive your order. We'd like to remind you to
double check all your contact information and address. pls also remember to
leave email and your full name.
Your order will be proceeded soon and we will keep you updated.
If you got any question, pls feel free to contact us.
Thanks and best regards
以上分享的模板，大家可以根据自己的邮件或站内信的内容微调，以达到最佳效果。
跨境电商平台卖家怎么做好客服工作
跨境电商的客户服务的具有全球性、直接性、即时性、高频性、线上性等显著特点，因此，跨境电商平台卖家需要从这些要点下手去做好客服工作。跨境电商的客户是来自世界各地的，品牌方与消费者一般处于不同国家，电商客服直接接触全球各地的消费者群体，为其提供相应的客户服务。像在线客服、电话客服等都是收到顾客的来电和信息后要求立即响应并回复，邮件客服普遍也是要求当天回复。出海企业想要实现卓越的客户服务，需要强调海外客服达成以下几个工作目标：
1.运用专业客服术语和良好的语言技能，及时回复顾客。
2.展现极佳的服务态度和同理心，帮忙“抚平”顾客情绪。
3.掌握熟练扎实的产品知识，迅速准确地为顾客解决问题。
4.在售前咨询的过程中，主动挖掘顾客的需求，缩短顾客的交易踌躇时长，提高客户转化率。
5.积极响应顾客关于订单、物流方面的疑问，妥善解决产品的售后问题，维护长期和稳定的顾客关系， 防止消费者流失、巩固买家的忠诚度。
跨境电商怎么跟客户沟通 跨境电商跟客户沟通方法
1、作为一个跨境电商，我们能够直接和客户沟通的方式，往往就是邮件，在缺失视觉和听觉的沟通中，邮件沟通不那么立体，显得先天不足，但同时，文字沟通又给了我们更多的可操作和斟酌的时间，可以避免张口就说说出就错。
2、和客户的邮件沟通中，既要读懂客户的邮件，明白客户在问什么，在说什么，字里行间透露的什么，客户的潜在需求是什么，长期的需求是什么，只有搞明白了这些，你才能有针对性的回复。
3、所有的沟通，都要尽可能的不模板化、生硬化，要让你的文字生动起来，要有血有肉。
什么是跨境电商？跨国电子商务目前的基本特点
跨境电商，是指分属不同关境的交易主体，通过电子商务平台达成交易、进行支付与结算，并通过跨境物流送达商品、完成交易的一种商务活动。目前跨国电子商务具有如下几个特点：
1、跨地域性。跨境电商是利用互联网，通过电商平台实现的。这样操作起来，可以实现跨地域性，可以实现全球各个国家的个体进行买卖需求。
2、数字化、无纸化。买卖双方通过互联网采用邮件、即时通讯软件进行在线联系，支付与结算都可以通过数字化操作，并且聊天沟通记录，有记录。这样不仅可以减少中间沟通的环节，实现了无纸化操作，可以减少成本。
3、信息传输速度快。跨境电商实现了信息传送更加快速，传输的速度和地理距离无关。并且因为电子商务交易的即时性提高了交流和交易的效率，免去了传统交易的中介缓解。
4、跨境电商呈现出订单小批量化和频率高。跨境电商相对于传统贸易而言，单笔订单量大多是小批量。因为实现了单个企业之间，也可以实现单个企业与单个消费者之间的交易。但是，这种小批量的订单，交易的频率更高。
5、跨境电商实现了买卖双方交易环节的简单化。买卖可以通过互联网进行直接沟通交流，达成合作。因为互联网的接入门槛低，只要能够触网，有自己的账户，开通支付，买卖双方通过互联网与对方联系，就可以了。这样，相对于传统国际贸易而言，进出口的环节少了，并且时间短、成本低，也提高了买卖成交的效率。
跨境电商平台客户信息收集时可以记录哪些信息
都可以记录。
但是在记录个人敏感信息时应有正当用途，且取得个人同意。个人敏感信息以外的信息可以不取得同意，但仍需履行告知的义务。
跨境电商平台在处理个人信息时，原则上必须遵守告知同意规则，在依法告知并取得信息主体同意后，才能对个人信息进行处理。
跨境电商运营是做什么的？
为跨境电子商务平台建设，各搜索产品优化推广，电子商务平台维护重建、扩展以及网络产品研发及盈利。从后台优化服务于市场，到创建执行服务市场同时创造市场。
电子商务运营与企业运营存在相似之处，包括调研、产品定位、管理分类、开发规划、运营策划、产品管控、数据分析、分析执行及跟进等。但其执行对象有别于实体产品。电子商务运营的对象是根据企业需要所开发设计建设的电子商务平台的附属宣传推广产品。
运营模式：
1、B2B是企业对企业进行网上交易 B2B指的是Business to Business，即商家(泛指企业)对商家的电子商务。
2、B2C （Business To Customer）是电子商务按交易对象分类中的一种，即表示商业机构对消费者的电子商务。这种形式的电子商务一般以网络零售业为主，主要借助于Internet开展在线销售活动。
3、C2C的意思就是消费者（consumer）与消费者（consumer）之间的电子商务。打个比方，比如一个消费者的有一台旧电脑，通过网上拍卖，把它卖给另外一个消费者，这种交易类型就称为c2c电子商务。
4、C2B是电子商务模式的一种，即消费者对企业（customer to business）。最先由美国流行起来的消费者对企业（C2B）模式也许是一个值得关注的尝试。
C2B模式的核心，是通过聚合为数庞大的用户形成一个强大的采购集团，以此来改变B2C模式中用户一对一出价的弱势地位，使之享受到以大批发商的价格买单件商品的利益。目前国内很少厂家真正完全采用这种模式。