If your website is just starting out, of course, it's a different story if you only have dozens of orders a day. And if your website doesn't rely on volume but instead offers non-standardized products or services, that's another matter as well. Dogmatism can be fatal! This is just one person's opinion, for reference only ~ Fuzhou Website Construction. Let me first criticize Taobao before expressing my views. Because this site has cultivated two bad habits in consumers.
First, they like to buy things between 20:00-23:00 at night. Second, they like to use tools like Wangwang to ask endless questions. I mainly want to talk about the online customer service of B2C websites. Here we don't discuss the topic of "all Chinese people are very busy" when buying things. Many B2C sites have hung online customer service dialogue boxes in prominent or unobvious places. In fact, this thing is an obstacle to the development of your website! Because the manpower of customer service is limited while the problems of customers are infinite. To put limited customer service into infinite customer problems will result in a large number of customer complaints.
Customers waiting for the conversation say that Fuzhou network company service is not thoughtful enough; customers in the conversation say you respond slowly. During a promotion event I once did, there were dozens of dialogue requests on a single customer service terminal at an instant. Alas, my customer service only had two hands and wasn't a thousand-handed Guanyin with magical powers. Due to the overwhelming workload, Yigou.com removed the online customer service at the beginning of this year. The orders didn't decrease because of this. In fact, I found that the amount of customer complaints was decreasing, and the pressure on customer service personnel was greatly reduced. They no longer had to handle one call while dealing with six others simultaneously.
Looking back, why do consumers need to communicate with you online? Because they don't understand your website clearly. They need assistance because they don't know how to use it. So, turn off your online customer service, call your planning staff (or maybe yourself), and carefully study whether your UI/UE is friendly, humanized, scientific, and reasonable. Carefully study whether your product information is accurate and sufficient. Carefully study whether your service is reassuring and reliable. And so on and so forth ~ The less brainpower consumers have to use, the more willing they are to spend money. The fewer issues, the quicker they pay.
Therefore, knowing that many people are hesitant about this issue, I suggest that those moving forward should bravely shut down their online customer service. It's really not a big deal ~ Fuzhou Website Construction.