We've just started the Consumer experience upgrade program, announcing 2015 new ideas to the outside world.

We have just started the Consumer experience upgrade program, announcing 2015 new services to the outside world. We will help the integrity of business growth, enhance business service capabilities, at the same time, joint businesses, for different categories of goods to provide different services, and continuously optimize the customer service experience.

The release of the new 2015-year service standards, we will be in the consumer side, the use of three "magic weapon" to enhance the consumer experience, while widening the boundaries of existing services; In the merchant side, the cat will use four "sharp weapon" to help the integrity of business growth. and dishonest, consumer experience poor merchants, will also be punished by the corresponding rules of the cat.

On the surface, all the electric business platform is doing these two things, but the effect is Lengnuanzizhi. As the largest consumer electric business platform in China, we have been improving the customer experience and helping the business to develop sustainably. This is also the core of our rapid growth in previous years.

The essence of the future electrical business is to return to the consumer experience. The cat wants to upgrade from a simple sales platform to a consumer-connected platform, from commerce (e-commerce) to social commerce (social commerce).

Trade link optimization improves consumer experience

Consumer experience, these five words are very retreat, but it is not easy to do this virtual service is a very difficult thing.

For example, this year, the cat double 11, the user returns dispute rate is 0.03%. In other words, in hundreds of millions of shopping deals, 99.97% of the people are satisfied. This is a welcome event for 24 hours and hundreds of millions of of consumer participation in the online shopping carnival. At the very least, our team is very excited and has had a small increase over last year.

Don't underestimate the small step we take, it takes our team a year to continuously optimize a variety of shopping links to protect the entire shopping link smooth and carefree. It seems to us that even a 0.0001% improvement is the goal we are striving for. For a market share of more than 60%, covering hundreds of millions of users of the electric business enterprises, any small step of the opening, will have a far-reaching impact on the entire market.

Next year, we will continue to improve the consumer experience, in general, will be in the industry services, membership services and after-sale protection and other aspects of action. For example, for beauty makeup category, the cat tries to launch "allergy protection." Because the allergy problem varies from person to person, not the commodity quality problem, but this is the consumer buys the American makeup type commodity the important consideration factor, is the essential basic service.

After the after-sale protection, the cat will also combine business, optimize the platform after the rapid processing mechanism, and start the consumer compensation scheme, consumers in the shortest possible time even without additional waiting for the situation to reach a service demand.

In addition, we continue to provide a layered, personalized services, such as this year, Cat supermarket launched the courier door-to-door with garbage services, members of the first purchase, large household electrical appliances installment, car first to buy, clothing side look at the purchase of services and so on, next year we also on this basis, broaden our personalized service boundaries, Let more consumers benefit.

Upgrade Service program to help businesses grow

The day cat serves the good merchant, can better serve the consumer. To the integrity of business support, to fry the letter cheating, shoddy and other businesses have a variety of dishonest behavior of the business crackdown, to truly let the integrity of business "credit equals wealth."

On the day Cat platform, settled in the domestic most complete, the most diverse businesses, including international big-name. These international brands are the most sensitive to the platform of the group, depending on their brand and consumer reputation for life. They are choosing the important standard of a platform, not how much goods to sell, but through the platform service number of their brand group, or through the platform, the brand to potential interested consumers.

This will only increase the demand for our services. 2015, credit management, consumer experience good business, will get more support platform. First of all, is the business service operation Pulse interrogation, symptomatic support. The day cat will be based on the business service capabilities, data operation, according to the results of data output, targeted Business Services optimization program; We will also launch the platform business Line under the online service ability to upgrade training programs, pay attention to business services to upgrade, and combined with platform resources to give the business the necessary assistance and guidance; The cat will also continue to optimize the business communication channel, the establishment of business based on feedback problems and product optimization mechanism.

However, to help the integrity of business growth at the same time, we will be for the customer service experience poor merchants, especially the quality of goods business and goods, to take a large data positioning, the first time for the goods to deal with, at the same time increase the intensity of the mystery purchase sampling. For serious business, in addition to using the rules of the cat, limit or terminate the business activities in the cat, but also will be relevant feedback to the law enforcement departments, improve the speed of information sharing, strengthen the intensity of the line down.

We will not fight in order to fight, but to eliminate those dishonest business behavior, so as to credit management, consumer experience good business a good market environment, but also more focused resources to them.

The road detonate, businessmen in our better growth, small businesses slowly become medium and large businesses, big merchants become hundred years old shop. In the end, consumers will benefit from it and the service experience will naturally improve.