Just past the "double eleven", so many consumers who like online shopping "shopping" a hand. Clothing accessories, furniture appliances, and even decorative building materials, all that can be sold in the online platform, almost never missed every opportunity to promote themselves. However, some people with rich online shopping experience also said, “When you buy clothes and send them to your home, you can wear them. If your head takes a hot toilet and send it to your home, no one can install it.â€
In fact, this is not a joke. Consumers who have purchased home building materials on the Internet may have encountered such a problem: the purchased wallpapers need to be laid out by themselves, and the workers who come to install the floor are not the professional service personnel of the brand, obviously the master of delivery. Can "take the money" to fix the toilet...
These after-sales service personnel who are "unclear" have entered the home like this. Is the construction professional? Can you make a guarantee? Today, how do consumers get quality after-sales service? Recently, "Guangsha Times" visited this and learned about it.
Online and offline explosive marketing after-sales service can not keep up
Vulnerabilities frequently reduce consumer spending
"This time, the door ordered from the Internet is indeed much cheaper than the physical store, but after being sent home, no one is giving it. Consult the customer service, the other party said that there is a special installation service on the Internet, you can place another order." Recently, Ms. Xu, who bought two tips in an online store, was very annoyed. “Really, there are quite a few shops on the Internet that do this after-sales work, but they have nothing to do with the brand they buy. Who knows which one is good, Which one is guaranteed?"
Mr. Liu, who had similar experience with Ms. Xu, also said that the floor that was bought online was installed by the master who delivered the goods at that time. Later, there was a phenomenon of squeaking. The seller no longer managed, and had to find another third party. The workers came to mend. Obviously, as some consumers have said, unlike the purchase of clothes on the Internet, the chain after-sales problems caused by online shopping home building materials directly affect the lives of consumers.
"If it is true that the workers in the home improvement industry come to the door for after-sales maintenance, it is better to say that if the third party providing the service itself has no experience and is immature, and the workers are highly mobile, then the ultimate damage is the consumer's rights." Senior people said so. Indeed, with a small number of construction experience and unrelenting professional qualifications, many third parties without background in the home improvement industry have started their own after-sales service.
Half-way home delivery installer lacks after-sales experience in home products
Professional things have to be handed over to professional people.
In fact, in addition to the online after-sales service is not reliable, some after-sales service of home building materials storefronts are often uncomfortable. An industry veteran said that most of the building materials installation and after-sales service in the market are completed by third-party outsourcing brands. When you come to your home to serve you, you can neither guarantee the professionalism of the construction method nor represent the brand. Make a warranty.
At present, in addition to the increasingly popular online shopping furniture and building materials, the phenomenon of online sales of offline stores and specific centralized promotion places has been one after another. Can consumers get better delivery and installation services in a more concentrated consumption period? In this regard, Weng Shaobin, the chairman of the icon, who is trying to set up a third-party platform to provide professional after-sales service to consumers, said: "Some special products including flooring, in the after-sales service, must have personnel with professional skills reserves. His position." Take the floor as an example, the workers who provide installation and repair services need at least the understanding of the corresponding floor types and product characteristics, so that they can prescribe the right medicine. The installation and maintenance of solid wood composite flooring, laminate flooring and solid wood flooring are different. With the “wood floor repair†signboard, the understanding of product features only stays on the surface of the service side, how can consumers trust?
It can be seen that having professional qualifications and being able to understand the characteristics and performance of products is a necessary condition for providing reliable after-sales service for consumers.
"Three nos" construction "all omnipotent" problem recurrence can not find people
Professional home after-sales service needs to be branded
It is not difficult to find that after searching for the after-sales service of the corresponding building materials products from the network e-commerce platform, there will be a variety of shops for consumers to choose. And many of them have multiple "functions", paving the floor, tiling, dredging the pipes, repairing the toilet...
The same is true, whether these online after-sales services, or offline third-party construction teams, rarely have their own independent brands, and rarely leave a way to directly contact them. It is difficult for consumers to find the "temporary" service without a brand and without warranty, so that consumers can find the person who provided the corresponding service when they encounter "secondary maintenance". “In fact, it is not easy to establish a third-party service platform to support the logistics, installation and after-sales links of home building materials.†Weng Shaobin said, “This third-party platform should be an optimization of resource allocation. Each industry has qualified and experienced service personnel. With its own brand, the corresponding job training, consumers can be scored according to the professional level and service attitude of the service personnel. Only in this way can the service that satisfy the consumers be provided. â€
Obviously, it is not only mere products, but also a third-party after-sales service system, which requires systemization, branding, specialization and standardization of the home market.
Online and offline services "series" mutual interference often causes dilemma
Without the support of professional services, there will be no future for home e-commerce.
Another phenomenon that exists in after-sales service is that some brand online storefronts provide installation and maintenance links, which need to rely on the after-sales service team support of the physical store.
Although it sounds more reliable than re-ordering for help, for some small brands, once the sales volume of the product is too high or too low, it is difficult to guarantee the stability and quality of after-sales service, and the supply may not be postponed or It is possible to reduce the number of employees by oversupply. Weng Shaobin also said, "The success of online success depends on whether the service can be put in place. In the future development, efforts will be made to achieve the goal of not requiring physical store support and e-commerce independent operation." He also revealed, "At the recent holy Like Power·National Floor, it has received 150,000 orders and sales of 1.4 billion yuan, and the total amount of payment is about 800 million. This market situation itself needs the support of the brand's strong after-sales service system, otherwise consumers also It's hard to pay for it."
In fact, what kind of after-sales service method the brand itself chooses for consumers is also an important reason for consumers to give back to the brand different word of mouth. Even if the product is made more fancy, lack of intimate professional after-sales service, it is still difficult to capture people's hearts.
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