I read a customer service case from my company yesterday, which is pretty good and useful, so I wonder maybe I could share it here for those who need it.The case is about how they helped increase sales conversions by using Scene marketing strategy on AliExpress during the 2020 "Double 11".As we all know Customers on e-comm platform are from different regions, and they all have various backgrounds. Therefore, our customer service team had to provide customers with satisfactory pre-sale/in-sale/after-sale services based on their own situation, and thanks to the new function on AliExpress, it enables us to separate customer into different groups and add tags. Based on the Scene marketing strategy, they took three main actions.Scene Marketing: Grouped all customers of the store and sent corresponding marketing/reminder messages for different situations, such as coupons/coupon codes, hot product models and pictures introducing the points of interest of the promotion.Order follow-up: Followed up all unpaid orders from time to time throughout the day during the promotion period, took the initiative to understand the problems encountered in the process of customer orders and sending targeted messages immediately.Timely response : Provided pre-sales/in-sales/after-sales service by answering customers' questions as quickly and promptly as possible through instant message boxes.As a result, we successfully increased the conversion of the "Double Eleven", and achieved a 111% increase in the total turnover of the promotion compared to last year. Also, we got good scores on the ranking of our store and our seller’s service.In conclusion, customer segmentation management is not only important for Marketing but also customer service operation.Hope this could help people who need it, and you are welcome to ask any question :) If there are more good cases, I would share them here later. see hubwealthy.com/wealthy
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