Latest posts
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工单积压了几千条，怎么清才不越清越乱？
积压最怕的不是量大，是无差别地从头往后清。本文给一套先止血、再分流、后清偿的处理顺序。
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Not Every Message Is a Customer — Handling Press, Influencers and Suppliers in the Support Queue
A meaningful slice of every support inbox is not custom…
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直播带货的客服怎么做？开播前中后的三段打法
直播的客服压力是脉冲式的——两小时的咨询量抵得上平时一周。本文拆解开播前、直播中、下播后各自该做什么。
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Customer Notification Preferences — How Do You Inform Without Over-Messaging?
Customers want useful order and service updates, not th…
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Support Queue Prioritization — How Do You Handle Urgent Cases Without Ignoring Everyone Else?
A support queue needs more than first-in, first-out. Le…
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承运商罢工、物流大面积中断，客服怎么跟客户交代？
罢工、恶劣天气、清关积压……物流大面积延迟不是你的错，但客户只会找你。本文讲清中断时怎么主动、诚实地沟通。
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When Your Systems Go Down — Customer Support During an Outage
When the site, checkout or app goes down, support gets …
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Accessible Customer Support — Serving Customers With Disabilities
If chat is your only channel, some customers can’t reac…
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When a Complaint Goes Viral — Handling Social Media Escalations
One angry post can reach thousands before you notice. H…
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Customer Service for Walmart Marketplace Sellers
Walmart Marketplace holds sellers to strict performance…