eShopKeeper – Online Housekeeping Service
 With the quickening pace of modern life, online shopping increases popularity due to its full product range, time- and energy-saving, as well as affordable, etc., while at the same time, more individuals and enterprises join the force of online retailing, making the market to grow in full speed. However, as some online shops cannot provide comprehensive and professional customer services, online shoppers encounter unpleasant shopping experience, reducing their repeat purchase rate.
To some online shops, it is not an easy task to enhance customer service quality. On one hand, they need to invest in more costs; and on the other hand, that also means longer customer service hours, which causes difficulties to normal online shops.
In view of this, DYXnet launched a brand new service, eShopKeeper – Online Housekeeping Service. eShopKeeper is a new service targeting the present network service platform, which is also a value-added service of our existing Contact Centre Outsourcing service. As a professional outsourced contact centre service provider, eShopKeeper houses a team of well-trained, experienced customer service staff to provide quality one-stop services, including pre- and after-sales services, as well as artwork, etc. Through hotline and online tools, such as QQ, MSN, and Tao Bao Wang Wang, etc., the team can provide more professional online customer services.
Bundled Service
- 7x14 Hours Ultra Long Online Housekeeping Service
- Provide year-round, non-stop online customer service from 10am to 12am daily for 14 hours a day, except national holidays. If required by clients, online customer services hours can be adjusted and fees will be charged in accordance with national regulations on overtime pay during holidays.
- 10-second Quick Response to Customer Enquiry
- Guarantee to handle online enquiries within 10 seconds to make sure every customer will be served by enthusiastic customer service team.
- Customer Enquiry Handling and Proactive Recommendation
- Provide customers with details on products, inventory and logistics, etc., according to owner’s information. When customers have problems choosing products, customer service team will recommend the right product that best fits customers’ needs.
- Basic Order Processing
- Modify price and shipping fee based on promotional offer upon customer’s confirmation. After paying for the products, customers can notify the owner to distribute (delivery process will be based on online shop owner’s request) via telephone, SMS, Tao Bao Wang Wang and QQ, etc. Online shop wwners can update product status and fill in order number once products being distributed. (Specific operation flow will be subject to online shop owners’ request)
- Efficient and Timely Logistics, After-sales and Complaints Handling
- Reassure customers when they have complaints on production quality, logistics and distribution times, as well as customer service. Summary of complaints will be sent to online shop owners for future enhancement.
- Basic Product On- and Off-shelf Processing
- Distribute photos and descriptions of new products after receiving new arrival notice from owner. In the case of expiration or no inventory, customer service team will get the approval from online shop owners to get corresponding products off the shelf. (Extra fees will be charged when exceeding 10 products daily, on- and off-shelf)
- Product Evaluation Tracking
- Contact and propose any solutions to customers if any negative feedbacks received to understand customers’ needs and reflect the situation so that the customers can edit or delete such evaluation. (Contact 10 customers daily for negative feedback processing)
- Commercial Activity Planning
- Carry out targeted activity planning for online shop owners during holidays and changing seasons, such as seasonal sales, free shipping and other promotions.
- Care Activity for Existing Customers
- Send warm greetings to existing customers through mail or SMS, etc., during holiday seasons and their birthdays.
- Follow-up Service Support (Regular Sales and Complaints Report)
- Prepare weekly report of customers’ enquiries, complaints and purchase attitudes for online shop owners’ reference.
Individual Service
- Evaluation Management Service
- Targeting online shop owners of high-level shops and malls, who require bulk customer evaluation handling and negative feedback processing, we will contact customers through telephone and Tao Bao Wang Wang, etc., to gather any issues raised about products and/or after-sales service, etc. By taking care of customers’ feelings in a modest manner, customer service team will convince customers to modify their comments, enhancing the shops’ positive ratings. (Contact 200 customers monthly to convince re-evaluation)
- Product On- and Off-shelf Service
- Focusing on shops with more products that require frequent on- and off-shelf processing, we houses a team of professional back up support staff to handle to process for products of less than 20 items daily, including product description.
- Online Shop Design and Photo Processing
- Based on the designof different shops, we offer various design templates ranging from RMB300-500.
- Photo Processing: Basic Processing ： (Photo editing with frames and watermarks, etc., RMB5/photo)
- Event Photo Design
- Formal photo design: RMB50-80; event poster design: RMB80-120
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