Douyin e-commerce has invested more than 1 billion yuan in the past year to ensure user experience

Question: How to improve the shopping experience of Douyin e-commerce users? Brief explanation: The Douyin e-commerce platform customer service team provides massive customer service services every year to ensure user shopping satisfaction. Introduction: In order to gain a deeper understanding of how the Douyin e-commerce customer service team effectively solves user problems and improves the shopping experience, PHP editor Baicao compiled the relevant data in the "Douyin E-commerce Consumer Experience Report" and conducted an in-depth analysis of the customer service team's Operational strategy. Please continue reading below for a detailed explanation.

In order to improve the efficiency of problem solving, the platform continues to improve the service capabilities of the three consumer help channels of "Platform Customer Service", "Merchant Customer Service" and "Expert Customer Service", and strives to allow consumers to only contact once.

Data Douyin E-commerce Customer Service Experience Center Hu Shaofeng said that in order to ensure service quality, the platform has invested more than 1 billion yuan in customer service experience guarantee in the past year.

In addition to customer service experience, delivery logistics and after-sales are also another focus of the platform to optimize user experience. In terms of logistics, on the one hand, it has improved logistics efficiency by upgrading rules and strengthened merchant pre-sale delivery management, shortening the overall delivery time by 11 hours; on the other hand, it provides special logistics such as "same-day delivery" and "selected day delivery" Services to meet diverse needs.

Wu Tianyu, the Douyin e-commerce after-sales experience center, said that in terms of after-sales, the "quick refund" service has covered 88% of after-sales orders, and the refund time has been greatly shortened. Users who purchase fresh food, flowers, etc. can enjoy the "guaranteed return if damaged" service.

While improving service quality, Douyin e-commerce also continues to improve the level of platform governance. Ma Lei, head of Douyin e-commerce platform governance, said that in the past year, the platform has upgraded its platform rules from three aspects: content governance, product governance, and price management specifications.

Ma Lei introduced that Douyin e-commerce has upgraded its creator management system. On the one hand, the platform has put forward higher requirements for leading creators, such as strictly controlling ten types of bottom-line violations; on the other hand, the platform continues to crack down on false marketing behaviors such as low-priced traffic and false price comparisons.

It is understood that Douyin e-commerce has dealt with more than 8,000 false marketing accounts in the past year, cleared more than 1,200 related accounts, and the violation rate of creators has dropped by 36%. At the same time, the platform also continues to improve its support mechanism, providing one-on-one broadcasting services for high-quality creators, and building a creator growth system.

Douyin e-commerce is also constantly improving in product management and price control. It is understood that in order to strengthen the control of the source of goods, Douyin e-commerce has formulated more stringent quality control standards, while upgrading quality inspection technology and implementing stricter on-site quality. The government appoints authoritative quality inspection agencies from time to time to control the entire process of product raw materials, sorting, packaging, etc. to ensure product quality.

In the past year, Douyin e-commerce has conducted on-site quality inspections of merchants in 12 industrial zones, with a total inspection volume of more than 30 million items. Douyin e-commerce has implemented the strictest access standards for 19 seasonal categories such as mooncakes, hairy crabs, and flowers, as well as products with complex industry characteristics such as luxury jewelry, wine, and virtual goods.

In addition, Douyin e-commerce attaches great importance to the protection of intellectual property rights and has launched "anti-counterfeiting dou know" cooperation with 100 brands to disseminate tips for identifying product authenticity and help users identify and resist counterfeit and shoddy products. At the same time, the platform also cooperated with the police to carry out special treatment of intellectual property infringement.

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