🛒 专业的电商客服话术模板库，覆盖 Amazon、淘宝、京东、Shopee 等 11 大平台，以及服装、美妆、母婴、食品饮品等 34 个行业，已索引 1,370 条模板。
- 立即使用（GitHub Pages）：https://akakooluo-ai.github.io/customer-service-scripts/ Search 1,370+ customer service templates online, fill variables, and generate ready-to-send replies.
- 升级自动化（TalkQ）：https://www.talkq.vip Move from manual copy-and-send to AI reply automation, team collaboration, and workflow routing.
使用模板和生成器先快速上手；需要自动回复、团队协作和工作流时，升级到 TalkQ。
Keywords: 电商客服话术、淘宝客服话术、京东客服模板、Amazon客服话术、Shopee客服模板、客服快捷回复、Customer Service Scripts、E-commerce Templates、AI Customer Service Prompts、Chatbot Response Templates
这是一个开源的电商客服话术模板库，由 快语 TalkQ 团队整理维护。本项目是快语官网 话术模板库 的开源版本。
- GitHub Repo = 免费 AI 客服知识库入口（可检索、可复制、可生成）
- TalkQ 官网 = 自动化回复、团队协作、AI 智能工作流（升级层）
这是标准 SaaS 漏斗：先提供可直接使用的免费价值，再承接到工具化能力。
为什么需要这个项目？
- 电商客服需要处理多平台、多场景、多语言的客户咨询
- 专业的话术模板可以提升响应速度 60%，转化率提升 35%
- 统一的话术库可以保证服务质量一致性
适用人群：
- 电商卖家和客服团队（淘宝、京东、拼多多等）
- 跨境电商卖家（Amazon、Shopee、eBay 等）
- 独立站运营者
- 电商客服培训师
💡 提示：本项目提供话术文本内容，如需更高效的话术管理体验，推荐配合 快语客服工具 使用，支持一键导入、双击发送、AI智能生成等功能。
customer-service-scripts/
├── platforms/ # 按平台分类（11个平台，每个含 presales/sales/aftersales）
│ ├── amazon/
│ ├── shopee/
│ ├── ebay/
│ ├── shopify/
│ ├── aliexpress/
│ ├── lazada/
│ ├── wish/
│ ├── temu/
│ ├── taobao/
│ ├── jd/
│ └── tiktok-shop/
├── industries/ # 按行业分类（34个行业模板）
├── general/ # 通用话术（presales / sales / aftersales）
├── docs/ # GitHub Pages 站点（免费知识库 + 在线生成器）
├── scripts/build-kb.mjs # 从 markdown 构建 docs/data/templates.json
├── CONTRIBUTING.md # 贡献指南
└── LICENSE # MIT许可证
浏览对应的 .md 文件，复制需要的话术到你的客服工具中。
推荐配合 快语 等客服快捷回复工具使用，可以实现话术分组管理、一键发送、团队共享等功能。
- 保持仓库中的
docs/与.github/workflows/deploy-pages.yml - 在仓库设置中启用 GitHub Pages（Source: GitHub Actions）
- Push 到
main或master分支后自动发布 - 访问 Pages 地址即可使用在线模板搜索和客服话术生成器（Customer Service Response Generator）
本项目已内置：
- 免费知识库入口页（
docs/index.html） - 在线生成器（变量填充 + 语气风格 + 一键复制）
- BYOK AI 模式（用户自己填写 Base URL / Model / API Key，本地保存，不经过项目方服务器）
- 自动数据构建（
npm run build:site）
- Renamed the online generator to
Customer Service Response Generator - Added GitHub Pages live entry links and a 30-day growth task list
- Confirmed
mainas the primary branch for GitHub Pages deployment - Improved the build pipeline so both
##and###template headings are indexed intodocs/data/templates.json - Added 10 Shopify and 10 Amazon after-sales templates (split shipments, Locker, MCF, pre-ship cancel, chargeback de-escalation, etc.) and rebuilt
docs/data/templates.json - 2026-04-11: Week 2 growth batch merged into repo (see Progress log table in tasks/30-day-growth-tasks.md)
- 2026-04-11: Week 3 — added industry templates (beauty +4, electronics +3, fashion +3), bilingual complaint/apology blocks in
general/aftersales.md(+5), README comparison note, TalkQ CTA indocs/index.htmlfooter
30天持续更新任务清单：
- Added a new
Top 20 templates this monthroundup in README for Week 4 packaging work - Curated high-intent templates across
general/,platforms/, andindustries/to improve discoverability - Added 10 new high-conversion presales templates in
general/presales.mdand rebuiltdocs/data/templates.jsonto1,370indexed templates - Audited older templates and normalized placeholder names in
general/to improve variable quality for the online generator
| Mode | Best For | Input Needed | Output Style | Risk Level |
|---|---|---|---|---|
| Template Mode | Fast copy-and-send replies | Pick a template and fill [Variable] fields |
Stable, policy-safe, close to the source template | Low |
| AI Mode (BYOK) | Personalized rewrites and tone adjustment | Base URL, model, API key, selected template, variables | More natural and adaptive wording | Medium |
Template Mode is the fastest way to ship a reply. When a team needs more natural phrasing, multilingual adjustments, or context-aware rewrites, the built-in AI Mode can generate a refined response locally in the browser.
Quick comparison: use Template Mode for regulated wording, refunds with fixed policy text, and anything you must audit later. Use AI Mode when you already picked a template but need a softer apology, a different language register, or a shorter SMS-style rewrite — still starting from the same [Variable] contract so facts stay consistent.
Want batch automation, team collaboration, and workflow routing instead of one-by-one generation? Upgrade to TalkQ.
Before (vague): “Your package is delayed. Please wait.”
After (template-driven): Open platforms/shopify/aftersales.md → WISMO 延迟安抚, fill [Order Number], [Carrier], [New ETA], and [Compensation] — you get a calm, step-by-step update customers can act on. The same pattern works for Amazon FBA delay scripts under platforms/amazon/aftersales.md.
This month's shortlist highlights the most reusable, high-intent templates for ecommerce teams: shipping delay, refund recovery, wrong item, complaint handling, fit guidance, and product-specific edge cases. If you only try a few templates first, start here.
- Shopify WISMO 延迟安抚
Best for repeated "where is my order?" follow-ups with a clear follow-up date.
Source: platforms/shopify/aftersales.md - Amazon FBA 延迟/异常履约类话术
Best for Amazon orders affected by FBA timing, tracking stalls, or fulfillment exceptions.
Source: platforms/amazon/aftersales.md - 通用物流严重延误（双语）
Best for EN/ZH teams that need one message block for escalated shipping complaints.
Source: general/aftersales.md - 通用错发商品（双语）
Best for wrong SKU cases when the customer needs a replacement or refund path fast.
Source: general/aftersales.md - 通用投诉处理
Best for de-escalating frustrated customers before the issue turns into a bad review or chargeback.
Source: general/aftersales.md - Shopify 部分退款协商
Best for save-the-order cases where a full return is avoidable.
Source: platforms/shopify/aftersales.md - Shopify 复购优惠券发放
Best for turning a solved support ticket into a repeat purchase opportunity.
Source: platforms/shopify/aftersales.md - Amazon A-to-z / chargeback de-escalation 类话术
Best for calming dispute risk and documenting next steps with clear policy wording.
Source: platforms/amazon/aftersales.md - 服装行业尺码咨询
Best for reducing pre-purchase hesitation and lowering size-related returns.
Source: industries/fashion.md - 女装尺码推荐
Best for higher-conversion guided selling in women's apparel.
Source: industries/womens-clothing.md - 美妆色号推荐
Best for helping shoppers choose the closest shade with less decision fatigue.
Source: industries/makeup.md - 护肤敏感肌推荐
Best for ingredient-conscious shoppers asking about irritation, repair, and skin type fit.
Source: industries/skincare.md - Beauty allergy / reaction follow-up
Best for post-purchase beauty complaints that need empathy plus safe next steps.
Source: industries/beauty.md - 电子产品保修说明
Best for warranty, replacement window, and troubleshooting expectation setting.
Source: industries/electronics.md - 纸尿裤尺码推荐
Best for parent shoppers who need quick guidance based on baby weight and fit.
Source: industries/diapers.md - 奶粉/辅食阶段推荐
Best for age-stage education and higher-trust presales support in baby feeding.
Source: industries/baby-food.md - 孕产用品阶段推荐
Best for trimester- or postpartum-based product recommendations.
Source: industries/maternity.md - 生鲜品相与损耗说明
Best for setting expectations before delivery and reducing freshness complaints.
Source: industries/fresh-food.md - 茶叶口感与送礼推荐
Best for shoppers comparing flavor profile, grade, and gifting suitability.
Source: industries/tea.md - 香水留香/前中后调咨询
Best for translating fragrance notes into buyer-friendly guidance that converts.
Source: industries/perfume.md
Want more? Browse the full platform templates, then move into industry-specific scripts when you need more precise recommendations or objection handling.
【Prime配送说明】
Hello! This item is eligible for Amazon Prime fast shipping.
If you are a Prime member, you can enjoy free two-day delivery.
At checkout, please make sure your address supports Prime service.
【尺码咨询】
Hi! For sizing, please check our size chart in the product images.
Measurements: Bust: [Size] | Waist: [Size] | Hip: [Size]
This item runs [true to size/small/large].
Need help? Send us your measurements and we'll recommend the perfect size!
当前已覆盖 11 个电商平台，共 370 条平台模板。
| 平台 | 售前 | 售中 | 售后 | 合计 |
|---|---|---|---|---|
| Amazon | 10 | 10 | 30 | 50 |
| Shopee | 10 | 10 | 10 | 30 |
| TikTok Shop | 10 | 10 | 10 | 30 |
| eBay | 10 | 10 | 10 | 30 |
| Shopify | 10 | 10 | 30 | 50 |
| AliExpress | 10 | 10 | 10 | 30 |
| Lazada | 10 | 10 | 10 | 30 |
| Wish | 10 | 10 | 10 | 30 |
| Temu | 10 | 10 | 10 | 30 |
| 淘宝/天猫 | 10 | 10 | 10 | 30 |
| 京东 | 10 | 10 | 10 | 30 |
欢迎贡献更多平台话术！
当前已覆盖 34 个行业，共 955 条行业模板。
|
👗 服饰鞋包
|
💄 美妆护肤
👶 母婴用品
|
🏠 家居数码
🍵 食品饮品
|
欢迎提交 PR 贡献更多话术模板！
- Fork 本仓库
- 创建你的分支 (
git checkout -b feature/new-scripts) - 提交更改 (
git commit -m 'Add new scripts for XXX') - 推送到分支 (
git push origin feature/new-scripts) - 创建 Pull Request
### 话术标题
**适用场景：** 描述何时使用
**话术内容：**
具体话术内容，使用 [变量] 标记可替换部分
**使用技巧：**
- 技巧1
- 技巧2本项目采用 MIT License 开源协议。
- 在线话术库：https://www.talkq.vip/templates/ - 本项目的在线版本，更多话术模板
- 快语官网：https://www.talkq.vip - 客服快捷回复工具
- 使用技巧：https://www.talkq.vip/blog/ - 客服效率提升技巧
可以把本仓库作为 AI Skill 的知识源，做成“模板检索 + 变量生成”的技能：
- 在 Skill 中读取
docs/data/templates.json - 按平台/行业/场景检索最匹配模板
- 让用户填变量后输出可直接发送的客服回复
- 需要自动化执行时引导到 TalkQ 完整工作流
这样 GitHub 负责“免费查询”，Skill/产品负责“自动执行”。
仓库内已提供一个可复用的 Skill 示例：
skills/customer-service-reply/SKILL.md
在仓库设置中添加以下 Topics，方便被搜索到：
ecommerce customer-service amazon shopee tiktok-shop cross-border templates scripts chinese multilingual
如果这个项目对你有帮助，请给个 Star ⭐ 支持一下！
- 🐛 发现问题？提交 Issue
- 💡 有新想法？发起 Discussion
- 📧 联系我们：访问 快语官网
由 快语 TalkQ 整理维护
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