How do I communicate with my customers ?

The Mirakl messaging system is the only official channel for exchanges with your Alltricks customers. This article explains how to reply, in what tone, and what to do when a message comes from Alltricks customer service rather than from the buyer.

Which channel should I use to talk to a customer?

Why does my responsiveness in Mirakl messaging matter?

How quickly you handle customer requests is a key factor of your success on the Alltricks marketplace. Answering your buyers' questions and concerns quickly builds trust and improves their shopping experience. Smooth communication lets you meet your customers' expectations and stand out from other seller partners.

How should I adapt the tone and content of my replies?

Be courteous and understanding in your exchanges. A polite and respectful tone creates a climate of trust and shows your commitment to quality service. Listening to your customers' needs and possible frustrations helps you meet their expectations and shows that you care about their satisfaction. A considerate attitude helps resolve problems constructively and strengthens your reputation on the marketplace.

Then adapt your replies to each situation. Every customer has specific needs: personalise your answer according to their request. A standardised reply lacks impact, whereas a tailored one shows that you took the time to understand the problem and answer it properly. This flexibility strengthens your professionalism and helps you handle even the most complex situations.

What should I do if the message comes from Alltricks customer service?

In the conversation attached to an order, you may find messages from Alltricks customer service. These messages are informational only: they are meant to guide you or follow up with you so that you give the customer a clear answer.

There is no need to reply to them directly in the conversation, as the priority is to give the customer the details they need quickly. If the situation becomes unclear or you disagree, contact support for any claim.

In short

• Talk to the customer through the Mirakl messaging system only, and address the message to the customer, not only to the OPERATOR.
• Answer quickly: response time is a quality criterion tracked by Alltricks.
• Personalise each reply instead of using a template message.
• Messages from Alltricks customer service are informational: answer the customer, not customer service.

Learn more

• What quality standards do I have to meet?
• How do I handle an incident?
• Comment renseigner mon e-mail de contact avant-vente ? (FR)