跨境電商客服（雙語） 課件 項目三 售中 7 Four Top Factors to Consider in Cross-Border Customer Communication

跨境電商客服cross-bordere-commerceIn-salecustomerserviceof4TopFactorstoConsiderinCross-BorderCustomerCommunication.Howyouinteractwithcustomersfromaforeignmarketplaysapivotalroleinyourlocalizationstrategy.Inordertomakesurethingsdon’tgowrong,hereare4factorsthatyouneedtofocuson:Oneofthekeyfactorsinvolvedineffectivelocalizationiscross-bordercommunicationCustomercareandsupportFocusonthetechnicalsideChangeyourcommunicationstyleUsetheRightPlatformPART01CustomercareandsupportCustomercareandsupportCommunicationismorethanjustspeaking.It’saboutactionsandagoodbusinessmakessurethatcustomersknowhowmuchtheyarevalued.Theprimaryfactorsthathelpwiththisarecareandsupport.Treatingyourcustomersashumanbeingstranscendscultural,lingual,andgeographicalbarriers.CustomercareandsupportSo,makesureyouhavearobustcustomersupportprocessorsysteminplace.Ifyoucan’tdoit,makesureyoucanatleastdirectthemtosomeonewhocan.Asabusinessmarketingitsofferingstoaglobalcustomerbase,youwillhavetoestablishsupportsystemsonthegroundaswell.Thisisoneofthefewwaysinwhichyoucanearnthetrustofyourcustomersandhelptheseethevalueyouareofferingthem.Trytoconnectwiththecustomeratapersonallevel.Maybetheyhavesomethinggoingonintheirlifethat’saddingtotheproblem.Tryandempathize.CustomercareandsupportPART02thedestinationthedestinationSoyoutranslatedallyourcontentintothecustomer’snativelanguage?Greatjob,butyou’veonlyscratchedthesurfacewiththatmove.Communicationismorethanjustlanguage.It’sabouthowyouconnectwiththecustomerandmakethemfeel.That’swherethetechnicalaspectsofyourlocalizationstrategycomein.thedestinationYouneedtochangeeverythingaboutyourmessage,eventhewayitispresented.Thisincludesfine-tuningtechnicalcomponentssuchasdesign,layout,andcolors.Whencustomerscomeinsearchofinformation,notonlymustitbepresentedintheirnativetonguebutalsoinawaythatisfamiliartothem.thedestination

Youmightfindisstrangethatthisneedstobedone,butthetruthispeoplereadintothingsmorethanyouexpectthemto.Asimplemistakesuchasusingthewrongcolorcanhaveanegativeeffect,especiallyifthatcolorhasnegativeconnotationsinthecustomer’sculturePART03ChangeyourcommunicationstyleChangeyourcommunicationstyleSpeakinginthecustomer’slanguageisgreat,butareyoudoingittherightway?Forinstance,Americanstendtobealittleinformalandcasualintheirapproach.Incertaineasterncultures,however,amoreformalapproachispreferred.speakingintheirlanguage,keepitshortLimityourselvestobasicgreetingsandpleasantries.Thisis,sometimes,allyouneedtoestablishanatmospherethatissupportiveofcooperation.ChangeyourcommunicationstyleChangeyourcommunicationstyleIt’senoughtoshowthemthatyouarewillingtolearnabouttheircultureandthatyouhavetheirbestinterestsatheart.Anythingmorethanthiswouldbeseenas,“desperate”.Customersarenotirrational.ChangeyourcommunicationstyleForthemostpart,theyknowwhothey’retalkingtoandwouldprobablyfinditfrustratingifthey’reforcedtolistentoyoubutchertheirlanguage.Anothersolutionwouldsimplybetohirealocalwhocangetthejobdoneonyourbehalf.PART04UsetheRightPlatformUsetheRightPlatformDeterminewhichplatformistheideal