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Dingdang CS

Notes on e-commerce customer service: AI auto-reply, scripts, after-sales ops. 叮当小宝CS × 微客AI助手. More at dingdang.asia

Joined Joined on  github website

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Customer-service automation dev

The Refund Conversation: Scripts for the Three Replies That Decide Everything

The Refund Conversation: Scripts for the Three Replies That Decide Everything

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3 min read

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Reply Templates That Don't Sound Like Robots

Reply Templates That Don't Sound Like Robots

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3 min read
From Spreadsheet FAQ to Rule Tables: A Migration Path That Doesn't Break Replies

From Spreadsheet FAQ to Rule Tables: A Migration Path That Doesn't Break Replies

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3 min read
Handling Dialects and Regional Phrases in Chinese E-Commerce Support

Handling Dialects and Regional Phrases in Chinese E-Commerce Support

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3 min read
Review Queues Beat Confidence Scores: Auditing Auto-Reply Output Weekly

Review Queues Beat Confidence Scores: Auditing Auto-Reply Output Weekly

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3 min read
After-Hours Without Autopilot: Building an Overnight Reply Ladder

After-Hours Without Autopilot: Building an Overnight Reply Ladder

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3 min read
Group Chats Are Not DMs: Routing Rules for WeChat Customer Service Auto-Reply

Group Chats Are Not DMs: Routing Rules for WeChat Customer Service Auto-Reply

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3 min read
Keyword Triggers That Don't Misfire: Match Rules for WeChat Auto-Reply Tables

Keyword Triggers That Don't Misfire: Match Rules for WeChat Auto-Reply Tables

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3 min read
Routing Before Replying: The Design Step Most Group-Chat Support Setups Skip

Routing Before Replying: The Design Step Most Group-Chat Support Setups Skip

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3 min read
The Latency Budget: Designing Response Timing Before You Automate a Single Reply

The Latency Budget: Designing Response Timing Before You Automate a Single Reply

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2 min read
The Handoff Is the Product: Why Chatbot Escalation Decides Your Support Quality

The Handoff Is the Product: Why Chatbot Escalation Decides Your Support Quality

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2 min read
One Seller, Five Inboxes: Operating Customer Support Across Marketplaces Without Losing Threads

One Seller, Five Inboxes: Operating Customer Support Across Marketplaces Without Losing Threads

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3 min read
Bot-First, Human-When-It-Matters: Designing the AI-to-Human Handoff in Customer Support

Bot-First, Human-When-It-Matters: Designing the AI-to-Human Handoff in Customer Support

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3 min read
Cold-Starting a Customer-Support Knowledge Base: What to Seed It With

Cold-Starting a Customer-Support Knowledge Base: What to Seed It With

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3 min read
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