The service quality of Internet products

Two days ago received a spider web customer service phone, said I early through their website subscription http://www.aliyun.com/zixun/aggregation/6611.html "> China Business newspaper, China Business newspaper presented a few books." During this period of time, China operating newspaper inventory time found to my books have not been sent out, the Chinese business newspaper to ask the spider web. Customer service said the spider web has never received my complaint, so it was only recently discovered by the Chinese business newspaper.

Subscribe to the magazine at the beginning of the year, usually do not have time to go to the post office, so directly in the spider web to book a few often read magazines and newspapers, including the Chinese business newspaper. Chinese business newspaper presented laundry fluid and several books. The laundry fluid was delivered a few weeks later, and the book had not arrived for 1 months, sending a 3-mail complaint to the spider's Web. The 1th reply said that it has been reflected in the relevant departments. After one months of books or did not send to, and then sent two times after the mail complaints no one answered, dozen times the phone did not get through. Not very interested in giving away a few books, so I was too lazy to push. Through this experience of the spider web is very poor service, intend to no longer use the spider web.

In fact, think about it, can not be completely said to be a spider's web problem, the general reason should be as follows:

According to the Chinese business newspaper advertisement on its website and newspaper, the activity of submitting the laundry fluid and the book should be held by the Chinese business newspaper. A spider's web is just a subscription channel similar to a post office. The spider web should send my order to the Chinese business newspaper, or the Chinese business newspaper will not be the weekly delivery, and will not arrange for people to give laundry fluid. China business is expected to submit a gift event is also to find different partners to get. For example, the washing liquid is out of the rice, and the book is other partners to get it. Therefore, China operating newspaper received the order, but also the order to provide laundry fluid partner, but in the process of processing, the book of things pulled down.

Of course, it is not that the spider web is not responsible, in fact, in this process, there are many spider webs can be improved. And the spider web and offline partners in the process of service quality problems are also faced by many e-commerce providers, on the quality of service experience:

1, a variety of customer service channel services system consistency problem: the Web of service channels should be mainly the telephone, like my email complaints should not be integrated into its entire call center system, so there have been no complaints about things. This and E-commerce Enterprise customer service system construction-again talk about Jingdong mall shopping feeling mentioned similar. Call Center! = Telephone Service Center. If the same customer through fax, Email, IVR, telephone, SMS, telephone, IM, community, forum and other channels of complaints Shen, etc., the service quality of various service channels can not guarantee consistency, then the so-called "customer-centric" can only be empty talk. There is no need to support the so-called multimedia call center, the third generation, the fourth generation call center and so on when the call center is built. The crux of the problem is in the consciousness and management system.

2, the service boundary problem: for spider webs, as long as they lead customers to generate subscription orders and successful payment, spider web will subscribe to the successful delivery of orders to partners, then the service on its platform is over, follow-up service quality assurance spider web can do nothing. This is also the current pattern of most e-commerce sites. But for the customer, does not care who the follow-up service is provided, he is only concerned at a single point of contact, the service can be guaranteed. For the web of these front-end services to provide e-commerce providers, the boundaries of their services are not simply themselves, but also include relevant partners. This is just like the platform services of E-commerce platform: "In the face of increasingly fierce competition, the core value of platform services for cooperative merchants is: to help them improve their competitiveness through the platform." This kind of competitiveness includes the service ability, the profitability, the marketing ability, the service durability and so on. ”

That's why Wal-Mart, McDonald's, Dell these multinational companies in fact, the purchase price is very low, but a lot of manufacturers are willing to squeeze the head to compete with partners, in addition to brand, sales factors, but also important is: Wal-Mart vendors will help partners improve the standardization of management capabilities, Quality and capability of service.

3, the service is not trivial: as a service provider, I always feel that most of the customer complaints are trivial issues, does not affect the use of products, feel that the main customer quality is too poor. When you use a spider web as a customer, you discover that we as a customer are always higher and less patient than our own service provider when using other service provider products. Maybe it's just a trivial matter that will cause us to be upset and no longer use this service. In making products, "empathy" is a good means, but "empathy" is not equal to the actual user's psychology, but our speculations. As a customer and as a provider, our standard system is not the same.

Therefore, we should treat every customer complaints and unpleasant, every complaint is our best opportunity to improve the product. For customer complaints may wish to be more serious.

4, service quality is also a brand: the most typical example to the number of Haier. Haier's products can be summed up as: First-class service, second-rate products (power consumption, high price, quality general), but does not hinder the reputation of Haier products. Personally think that Haier's brand is the quality of its services created. For Internet service providers alike, services are a core competency, especially for highly competitive products. In the selection of products and partners, if the products provided by the quality of service can not be guaranteed, and then make money products will become the brand killer, this time to brave learn to give up. The same is true in marketing and online marketing.

Source: http://www.yeeach.com