Zalo Customer Service Script Templates: How to Respond to Pre-Sales Inquiries, Order Follow-Ups, an…

Pre-Sales Inquiries: Build Trust Quickly and Guide Customers to Order

When customers ask about product information on Zalo, they usually have clear needs or potential interest. Keep replies short and focused, avoiding lengthy introductions. Use a structure of "Greeting + Confirm Needs + Provide Key Information + Call to Action." For example:

• Customer asks: "Do you have this phone case for iPhone 15 Pro?" Reply: "Hello, yes we do. The iPhone 15 Pro model is available in black, transparent, and blue, and will be shipped within 48 hours. Would you like to see real photos? I can send them to you."
• Customer asks: "How long does shipping to Ho Chi Minh City take?" Reply: "Standard delivery takes 3-5 business days, and express delivery is available in 1-2 days. Could you provide your zip code? I can check the exact cost for you."

Note: Do not directly pitch in the first reply; first address the customer's question. If the customer does not ask about price, do not force a low price. Keep the tone professional but friendly, and feel free to use emojis (e.g., 😊).

Order Follow-Up: Proactively Update Progress to Reduce Customer Anxiety

After an order is placed, customers care most about "Where is my package?" Set up three key touchpoints to proactively send messages: order confirmation, shipping notification, and delivery reminder. Each message should include the order number, tracking number, and estimated time. For example:

1. Order Confirmation: "Hello, order #12345 has been confirmed and is expected to ship tomorrow. If you have any questions, please reply directly to this message."
2. Shipping Notification: "Your order has been picked up by GHN, tracking number VN123456789. Tracking link: Click here. Estimated delivery in 3-5 days."
3. Delivery Reminder: "Your package will be delivered today. Please keep your phone handy. If you need to reschedule, reply 'Reschedule' + new time."

If a customer proactively asks about progress, check the system first before replying, and avoid just saying "Please wait." For example: "I checked, and your package is currently at the Hanoi sorting center, expected to arrive tomorrow afternoon. Would you like me to contact the courier for you?"

After-Sales Issues: First Calm Emotions, Then Solve Problems

Common after-sales scenarios include three types: damaged goods, wrong items sent, and dissatisfaction with a request for return or exchange. Follow the process of "Apologize + Confirm Issue + Provide Solution + Follow-Up Time." Here is a 5-step template:

1. Apologize: "We sincerely apologize for the inconvenience. We will handle it as soon as possible."
2. Confirm Issue: "Please provide your order number and photos of the damage so I can verify."
3. Provide Solution: "After confirmation, we will send a replacement within 24 hours or refund directly to your original account."
4. Specify Time: "The replacement is expected to ship tomorrow, and the refund will take 3-5 business days to process."
5. Follow-Up Confirmation: "I will notify you again once it's done. Do you have any other questions?"

Note: Do not shift blame or say "It's the courier's fault." Even if the issue is with logistics, help the customer first, then handle internal accountability. For emotional customers, adding "I understand how you feel" can effectively ease the tension.

General Tips: Use Zalo OA to Improve Response Efficiency

Zalo OA supports auto-replies, quick replies, and tag grouping. Set up three common script libraries: Pre-Sales FAQ, Order Status, and After-Sales Process. Prepare 5-8 standard replies for each library, and directly use them for repetitive questions, then tweak based on the customer's situation. Also, use tags to mark customer types (e.g., "High Intent," "Complaint in Progress") for easier follow-up. Remember: Response speed is key for Zalo customer service. Aim to reply within 5 minutes; customers may be lost after 30 minutes.