3.15 It is difficult to eliminate the hidden trouble of our e-commerce service

2011 3.15 After the end of the party, so that a large number of electric dealer website responsible and senior executives have put down the heart of the big stone, fortunately not "on the list." Although the party exposed several more well-known group purchase site, the site's services and merchandise quality issues such as criticism, but also to some of the electrical business site sounded the alarm.

But the authors believe that the electric dealers at this moment are nervous, but still is China's e-commerce sorrow. On the one hand, the platform is in the lucky list does not have their own, rather than to consider how to truly remove the service loophole, on the other hand, to rely on the party to solve the problem of electrical industry, obviously, or the force is not.

3.15 Although the influence is huge, the communication is strong, but can not fundamentally solve the service crisis that exists in China's electronic commerce market. Because 3.15, after all, is only a media platform, does not have any decision-making power, rewards and punishments and legislative power. And time after all only a few hours, even holding the list from the beginning to the end, I am afraid there are many problems of the site did not have time to finish.

The potential service crisis in the field of electric business is not caused by a website, but the hidden drawbacks in the development of the whole industry. In the face of relative rules and regulations are not perfect for the electric business environment and future market cakes, any site will inevitably have to hit the edge of the situation appear. The following are the common service problems in China's electrical business:

One, buy net profit margin is low, service is combined with actual situation

Although, CCTV to several big group buys the website to carry on the exposure, did not have to the other group buying website named. Can only be said Hotta, a lot of group buy network service problem is actually more serious than these several big websites. But the purchase net will exist to the merchant audit lax, false into a group number. It is because the profit margin of group buying mode is too low. In order to contend with the big business, and the same group of Groupon competition, some group buy net direct request, all suppliers of product supply price must not exceed the market price of 30 percent. Lower the price of the supply, while group buying network on all types of products are pressed to the market under 50 percent, there are many even 15 percent to 20 percent between sales.

Under such harsh conditions, many big brands do not cooperate with group buying websites. And new brands, second-tier brands or non-well-known enterprises, in the face of such a low supply price, in order to ensure profits. Only the quality of products and services has shrunk or "adjusted." The group buying site itself is not a "non-profit organization", depress supply prices and market prices, making profit margins extremely low. is to attract more netizens to the website to buy products, the formation of cash flow, and gradually expand market share.

Because of the low profit margins, only to ensure that the type of products and patterns are surprisingly refurbished in order to increase the cash flow, thereby increasing the site's revenue index. In order to attract more business cooperation, group buying network will have to cooperate to take a close look at the business policy. To solve this problem, or should fundamentally change the order of the price of group buying environment, Square is fundamental.

Second, the customer network more loopholes, service attitude blunt

Granville Passenger network its own trading process, there are many loopholes. For example:

1, the bidders do not have any standardized management and rewards and punishments system, so that the task quality of the delivery of the day difference. The website only takes the task to have the time as the standard, to the bidder and the tender party each dozen 50 big plates, causes the tender party to be difficult to defend the rights.

2, the online transaction process is not clear, for the full trust and part of the trust charges, there is no clear annotation. Ordinary netizens, it is difficult to distinguish.

3, the quality of the bidders audit is not strict, but the tender party is not familiar with the process and was "coax" to the offline transaction problems, the site is not responsible for any responsibility.

4, the quality of service personnel is uneven, but basically are "push" mainly.

The advantages of the model itself should be the initiative by the bidder, but in fact became the site and the tender party occupied a lot of initiative, so the service attitude is relatively blunt.

Third, Taobao function too much, the service is not complete

Here put aside Taobao still exist fakes do not talk about the service content, Taobao really let netizens laugh not. Because Taobao customer service is indeed a good attitude, there are questions to answer. But Taobao's products and functions are too much. Some customer service, but also often consult with the old shopkeeper or to the major forums to see the experience posted by the shopkeeper. But can not blame these customer service, after all, people are not computers, it is impossible to such a huge Taobao system has an absolute proficiency in the master. So some new customer service faces new products, and almost all of them answer one answer.

Now, Taobao shopkeeper Pui class is so hot, because the function of Taobao is too complex. Shopkeepers do not operate their own shop backstage, it is not a novelty. and call to ask customer service, basically is more ask both sides are more confused. Although Taobao design a lot of video and graphics teaching system, but still a lot of details are not clear, but created a new hot industry appeared. This is also the heart flower flowers do not open, inadvertently inserted willow shade bar.

To solve this problem, it is suggested that Taobao should design customer service shifts according to the product type, solve the Netizen's question accurately, and deal with the service demand.

Four, the Business-to-consumer logistics is difficult to control, service formation Dodge

Logistics problems have been put forward million, it is not a high-tech problem. But it is also true that it still affects the power of service and Word-of-mouth key elements. Most electric dealers cannot have the strength to build the logistics, but the logistics company's delivery process cannot participate.

Plus, after all, the delivery personnel do not take the electricity business enterprise's wages, therefore unavoidably the service quality has the difference. And netizens will all this push in the electricity business account, after all, Netizen is to pay the expense to the electricity merchant, also have no reason to excessive request logistics. Now the product is less than, must first in the courier signed to Kaifeng, logistics attitude is extremely poor situation, or not uncommon. Make some products can not judge is the logistics process damage, or its own poor quality. In the face of netizens ' complaints, the service personnel of the electric business naturally think it is not their own responsibility to form a dodge to netizens. Netizens complain without door, will cavity anger through the blog, SNS, forum and other platforms to spread, in order to form a negative word-of-mouth spread.

The problems and phenomena in these services are, in strict terms, the tip of the iceberg. It is true that the industry crisis has spoken, but historical experience has shown that any major problem arises from a subtle precursor. Sincerely hope that China's electric companies can practice hard skills, the real focus on Internet users feel, and strengthen staff training, not because of the hidden service and limited the overall healthy development of the industry!