The decision of webmaster Management

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In the construction station, webmaster more and more attention to user experience, whether it is the color of the site, or content selection is to user experience as the first criterion, but the real operation of the site when it is still a part of the user loss, the reason is multifaceted, in addition to some of the external factors irresistible, The internal service system of the website is also a big factor, and regarding the website customer service or the administrator to have the authority to be equal to the company system, causes them to confine in a small space, cannot better service the vast website user, the service lag 邂 also directly causes the user satisfaction to drop, causes the website source loss

Webmasters in the management of the site can not be exhaustive, all aspects of the pro-Pro, all have to, take care of the comprehensive, so at this time the right of equivalence to not apply to the company's management system, the appropriate decentralization of decision-making power to the first line for customer service or administrator, not only contribute to the implementation And can be very good to improve customer satisfaction.

Case stories

Once Rage group purchase, in a query and complaints sound, sadly withdrew from the stage focus of the generation, in the capital of winter hard to seek transformation, and this sudden capital winter swept the entire E-commerce market, can why only group purchase site injury Liancheng? The reason is that in addition to the problem of the website system, The pace of its services cannot keep up with the rapid expansion of sales, which is also the reason for the decentralization of decision-making.

Occasionally read a story in a newspaper a user bought a local group buying network of Restaurant group purchase, and consumption period merchants refused to invoice for customers, merchants told consumers buy coupons are buy net sales, should find buy net invoicing, rather than looking for service providers, it seems that the two sides in the communication when there are some disputes, Make consumers feel unhappy, consumers will be to buy the site complaints Business service attitude, and ask for invoices, Group purchase site customer service to the last application to stall users, want to get nothing, do not want to complain in a few days without a satisfactory solution to the user, rage to 315 complaints business, And things will always end up with the merchant for the user to fill out invoices, and received 3,151 thousand Yuan fine single but not son, the last group purchase site seemingly no loss, but in an intangible loss of a loyal user, a local service provider.

on decentralization of decision-making

We have to think, if the webmaster as experience users, each encounter disputes or problems to the website customer service or administrator complaints, get are all the same without the authority to solve or ask the superior of the word, webmaster How will you feel? and the site customer service, administrators are more innocent, as in the case above the story of group purchase customer service as , the company did not give them the right to make the decision to issue invoices, there are also to them for the decision-making power of business responsibility, in line with the principle of service they do not reject the reasonable demands of the decision-making power, what all have to decision-making power, what all have to ask the superior, that is the customer service, the administrator in resolving user complaints? or is the superior in the solution? The drawbacks of these web site management are not only reflected in the service, but also reflected in the implementation of the problem above, so the appropriate decentralization of decision-making power to front-line workers, more conducive to the maintenance of site users and stability.

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