According to news on November 8, yesterday, Pinduoduo launched an upgrade of the home appliance service system, pushing the "Detailed Rules for the Service Improvement System for Home Appliance Merchants" to merchants, advocating the upgrade of platform service standards.

It is reported that in areas such as Pinduoduo search display page, product detail page, personalized recommendation page, etc., service tags such as "full site free shipping", "return package freight", and "delivery service" have appeared.

According to Pinduoduo, merchants in the home appliance category can activate these service tags by applying at the merchant backstage. Through the labels of "genuine invoice", "payment in installments", and "return package freight", we promise to bring value-added services to consumers; labels related to shipping correspond to "same day delivery", "24 hours delivery", "48 Four major items: Hourly delivery" and "National Free Shipping".

The label for after-sales and installation services covers "speed refund", "national warranty", "home delivery" and "delivery service". In addition to the current service tags, other service tags are under continuous development. Tag types such as "30-day price guarantee" and "oversized return package freight" will be launched in the future.

Pinduoduo will also impose varying degrees of penalties on businesses that cannot perform due to "excessive commitments." For example, the merchant promised the "home delivery" service, but failed to fulfill it in the end, and needed to pay the buyer a certain amount of threshold-free voucher.

In order to effectively help merchants monitor and manage store services, Pinduoduo's technical team has also provided merchants with service monitoring and analysis tools to share the phased research and development results of "service upgrades" for the home appliance industry.

Service monitoring and analysis tools have built a service experience sub-system on the service side around users seeking help, displaying the service status and problem points of the store in an all-round way. Merchants can view it through the merchant backstage-data center-service data-consumer experience indicators.

The consumer service experience score includes four major sections: product experience, delivery experience, logistics experience, and basic service experience, forming a total service experience score. Merchants can monitor various indicators of store services (current scores) and industry levels (store performance) through service monitoring and analysis tools.

On the "Service Improvement Skills" page of the merchant backstage, service specifications are displayed for many scenarios that are prone to disputes. Merchants can learn from the service processes deposited by high-quality stores to achieve service quality upgrades. At present, the specification of the rush delivery service has been launched, and other scenarios are being launched one after another.

The relevant person in charge of Pinduoduo Electric said, “While building service monitoring and analysis tools, we have focused on creating new standards and new functions for Duoduo Electric’s services to help platform merchants improve their customer service capabilities. Next, we will upgrade our service system. Merchants continue to guide the service quality and strictly control each process, so that consumers can buy home appliances with confidence." (One orange)

Source: NetEase Technology Report, translated by Google Translate