What does Taobao Xiaoer mean?

Taobao Xiaoer is the floorboard of Alibaba Group's Taobao customer service group, commonly known as Taobao Xiaoer and Shop Xiaoer.

Taobao Xiaoer is divided into machine intelligence Xiaoer and artificial intelligence Xiaoer:

Machine Intelligence Xiaoer is Taobao Intelligent Question Answering System. According to the keywords input by users, it retrieves the matching content from the database and provides it to users.

Artificial intelligence Xiaoer is an on-the-job employee of Taobao Company. There are two kinds of young people we contact most of the time:

One is Xiao Er, who is responsible for different official activities and services, such as Xiao Er, who is responsible for the operation of wireless sellers. Ali wangwang uses orange logo as logo.

Extended data:

The division of customer service in online stores has reached a very detailed level. Some customers answer buyers' questions through IM chat tools and telephone calls. There is a special shopping guide customer service to help buyers choose goods better; There is a special complaint customer service.

There is also customer service to help shopkeepers pack and so on. Part-time job or full-time job depends on the seller's requirements, but most of them are still online as long as possible. Requirements must be fast typing, such as speed within one minute, patient and polite service attitude. Others may need to know:

1, product information, familiar with.

Like shoes, you should know the style, size, color, quality, precautions and whether it is available. After the buyer chats with you, you can quickly understand the buyer's psychology and analyze what the buyer needs (depending on cost performance, brand or price).

2. Help customers solve some minor problems. The customer doesn't know what size to wear because he can't try it on. You should recommend it according to his situation.

3. Familiar with online trading process and quick operation. For example, arranging shelves, modifying prices, processing orders, arranging delivery and so on.

4. Deal with some after-sales, for example, the goods have not arrived for a long time, the shoe size does not match the ideal size, and the color does not match. , return, get praise.

5. How to modify the bad review, such as if you guide the buyer to modify it after the buyer gives the bad review, and the steps to modify the bad review.

Baidu encyclopedia-online shop customer service