Google推广策略：跨境电商客服必备的巴西物流优化技巧
Google推广策略：跨境电商客服必备的巴西物流优化技巧
Google Promotion Strategy: Essential Brazilian Logistics Optimization Skills for Cross-border E-commerce Customer Service
编者按：对于速卖通卖家而言，Google推广不仅是获取流量的关键，巴西物流更是影响客户体验的核心环节。客服技巧的优化能显著改善物流表现，减少纠纷，提升整体Google推广效果。
Editor's Note: For AliExpress sellers, Google promotion is not only key to acquiring traffic, but Brazilian logistics is also a core aspect affecting customer experience. Optimizing customer service skills can significantly improve logistics performance, reduce disputes, and enhance overall Google promotion effectiveness.
巴西作为速卖通的重要市场，物流问题常令卖家头疼。阿里巴巴速卖通大学讲师李俊峰在课程中强调，通过Google推广吸引流量后，客服需从订单环节入手，优化物流体验，具体包括以下三方面：
As an important market for AliExpress, Brazil's logistics issues often trouble sellers. Li Junfeng, a lecturer at Alibaba's AliExpress University, emphasized that after attracting traffic through Google promotion, customer service should start from the order process to optimize the logistics experience, specifically including the following three aspects:
一、从订单环节入手做好客服减少纠纷
1. Start from the Order Process to Improve Customer Service and Reduce Disputes
客服需注意订单细节，从源头避免纠纷，提升物流表现。结合Google推广策略，确保客户从点击广告到收货全程满意：
Customer service must pay attention to order details to avoid disputes from the source and improve logistics performance. Combined with Google promotion strategies, ensure customer satisfaction from clicking ads to receiving goods:
- 平台验款与资金到账：巴西买家常用Boleto付款，需2-7天到账，务必确认到账后再发货，避免Google推广带来的流量因付款问题流失。
- Platform Verification and Fund Arrival: Brazilian buyers often use Boleto payments, which take 2-7 days to arrive. Be sure to confirm receipt before shipping to avoid loss of traffic from Google promotion due to payment issues.
- 发货前准备：针对商业快递或高价值包裹，索要税号，优先使用邮政渠道降低扣关风险。避免在个人包裹中夹带售后卡，以防被视为商业行为，影响Google推广的转化率。
- Pre-shipment Preparation: For commercial express or high-value parcels, request tax numbers and prioritize postal channels to reduce customs seizure risk. Avoid including after-sales cards in personal parcels to prevent them from being considered commercial, affecting the conversion rate of Google promotion.
- 物流跟进：巴西客户收货预期为60天，超时需主动延长收货时间，并积极更新物流信息，维护Google推广带来的客户信任。
- Logistics Follow-up: Brazilian customers expect delivery within 60 days. If exceeded, proactively extend receipt time and actively update logistics information to maintain customer trust from Google promotion.
- 包裹妥投后：利用第三方软件查询妥投情况，申请放款并进行好评营销，强化Google推广的正向反馈。
- After Parcel Delivery: Use third-party software to check delivery status, apply for payment release, and conduct positive review marketing to strengthen the positive feedback of Google promotion.
客服应分阶段跟进物流：30天提供跟踪信息；45天安抚客户；60天超期则退款并道歉，争取客户再次光顾，提升Google推广的复购率。
Customer service should follow up on logistics in stages: provide tracking information at 30 days; reassure customers at 45 days; refund and apologize if exceeded 60 days to encourage repeat business and improve the repurchase rate of Google promotion.
二、从纠纷环节入手做好客服
2. Handle Disputes to Improve Customer Service
纠纷处理是Google推广后续服务的关键。正确沟通可避免损失，流程包括同意纠纷、拒绝纠纷或买家取消申请：
Dispute handling is key to post-Google promotion service. Proper communication can avoid losses, with processes including agreeing to disputes, rejecting disputes, or buyers canceling applications:
- 未收到货纠纷：强调海关扣关问题，平台要求买家提供证明。卖家需在3天内举证物流状态，结合Google推广数据优化发货流程。
- Non-receipt Disputes: Emphasize customs seizure issues; the platform requires buyers to provide proof. Sellers must provide evidence of logistics status within 3 days, optimizing shipping processes with Google promotion data.
- 收货不符纠纷：针对虚拟产品或货物短装，提供重量照片和物流证明，确保Google推广的产品描述准确。
- Discrepancy Upon Receipt: For virtual products or short shipments, provide weight photos and logistics proof to ensure accurate product descriptions in Google promotion.
- 处理心态：将心比心，有效沟通，保留证据。通过Google推广积累的客户数据，个性化解决纠纷。
- Handling Mindset: Empathize, communicate effectively, and retain evidence. Use customer data accumulated through Google promotion to resolve disputes personally.
三、物流相关客服模板参考
3. Reference Templates for Logistics-related Customer Service
为支持Google推广，客服模板涵盖售前、售中、售后及纠纷处理：
To support Google promotion, customer service templates cover pre-sale, in-sale, post-sale, and dispute handling:
- 售前：亲切招呼，清晰介绍产品，提升Google推广的点击转化。
- Pre-sale: Greet warmly and introduce products clearly to enhance click-through conversion of Google promotion.
- 售中：索要税号，告知付款和到货时间，发货提醒，强化Google推广的信任度。
- In-sale: Request tax numbers, inform payment and delivery times, and send shipping reminders to strengthen trust in Google promotion.
- 售后：确认送达后索要好评，利用Google推广反馈优化服务。
- Post-sale: Request positive reviews after confirming delivery, using Google promotion feedback to optimize service.
- 纠纷模板：分析问题，提供解决方案，必要时通过WhatsApp、Facebook等联系，考虑时差，维护Google推广的全球客户关系。
- Dispute Templates: Analyze issues, provide solutions, and contact via WhatsApp, Facebook, etc., considering time zones to maintain global customer relationships from Google promotion.
总之，客服是一种修行，让客户感觉“赢”才能增加回头客，最大化Google推广的长期效益。通过上述技巧，卖家可改善物流表现，提升客户体验，驱动业务增长。
In summary, customer service is a practice; making customers feel they "win" increases repeat business and maximizes the long-term benefits of Google promotion. With these skills, sellers can improve logistics performance, enhance customer experience, and drive business growth.
