What is e-commerce service industry? If "e-commerce application" and "e-commerce service" are compared to the demand and supply in the market economy, then the former refers to how specific institutions and individuals use e-commerce to achieve business goals, such as buying, selling or obtaining business information, while the latter refers to how to provide certain services to meet these needs, such as domain name registration, virtual hosting, business information, authentication and payment. All enterprises that provide e-commerce services are e-commerce services, or e-commerce services. Throughout the development of the Internet, commercial activities have always been a powerful force to promote the development of the Internet. From 65438 to 0995, the amount of commercial information on the Internet exceeded the amount of commercial information on science and education for the first time, which is a sign of the explosive development of the Internet and the emergence and large-scale development of e-commerce. It used to be like this, but after that? The future of Internet lies in e-commerce, and the future of e-commerce lies in e-commerce service industry, and the core of e-commerce service industry is e-commerce service platform. The e-commerce service industry with e-commerce platform as the core, especially the e-commerce service platform for small and medium-sized enterprises, will become an important force to promote the application, innovation and development of e-commerce. First, the system of e-commerce service industry can use the concept of "e-commerce service industry" in two closely related but different senses: first, it refers to all enterprises that serve e-commerce applications, such as enterprises that provide e-commerce consulting services; Second, it refers to all enterprises that provide services through the Internet or e-commerce, such as online medical enterprises. The former takes e-commerce as the service purpose, while the latter takes e-commerce as the service tool. The latter can be called "network-based service industry", that is, service industry based on network or e-commerce. This problem will be discussed in another article. What is the scope of e-commerce service industry in the former sense? E-commerce service industry provides services for e-commerce applications, so the scope of e-commerce service industry as a supply is as big as or even larger than the demand of e-commerce applications-because supply may create demand that does not exist originally. E-commerce service industry involves every link, level and scope of business, work and life of institutions and individuals. For enterprise e-commerce application, it refers to providing comprehensive and powerful e-commerce application support services, including technical support such as network, hardware and software, as well as all-round business services such as marketing promotion, application integration, credit, payment, logistics and consultation. Enterprise-oriented e-commerce service industry-divided by industry scope, it can be divided into comprehensive e-commerce service and industry e-commerce service. The former does not distinguish between industries, and provides trading services for all industry manufacturers and all products and services, such as Alibaba and HC. The latter focuses on a certain industry or product or service, such as China Chemical Network. According to the transaction link, it can be divided into full transaction service and special transaction service. The former provides trading services for the whole transaction, while the latter focuses on a certain transaction link, such as market research, procurement, distribution or after-sales. In addition, it can also be divided into service objects (manufacturers or individual consumers), traded goods (tangible or intangible), service media (online or offline) and regions (local or global). E-commerce service platform is the core of e-commerce service industry, and it is also an increasingly important manifestation of e-commerce service industry. According to the service type, e-commerce service platforms can be roughly divided into three types:? E-commerce transaction service platform: provide online marketing, online sales, online procurement and transaction information release and other transaction services, such as Alibaba and HC. ? E-commerce business service platform: provide services such as R&D design based on network, modern logistics, financial management, human resources, management consulting, skills training, etc., such as the whole process e-commerce platform of Golden Abacus; ? E-commerce technical service platform: providing network infrastructure and technical support, as well as IT outsourcing services such as information processing, data hosting and application system based on the network, such as Wang Wan, China. E-commerce service platform not only provides services for e-commerce applications, but also changes the ways and forms of e-commerce applications. Therefore, enterprise e-commerce is changing from "website era"-website is the mainstream of enterprise e-commerce application to "platform era"-platform is becoming the mainstream of e-commerce application, and it is gradually emerging. ......

What should the customer service of e-commerce do?

The basic qualities that an excellent customer service should have:

1. Modest attitude

Modest service attitude is an important guarantee to win customer satisfaction service.

2. Professional knowledge

If you don't know your own products, how can you ensure that you can answer customers' product questions at the first time? ! I can't guarantee to answer the customer's questions in time. I think everyone should know what the result is!

3. Good communication

Maintaining good communication with buyers in the whole sales process is the key to ensure the smooth progress of the transaction. Whether before or after the transaction, we should maintain good communication with the buyers, which will not only successfully complete the transaction, but also attract new buyers to become repeat customers and our old customers.

2. Detailed description of the sales process:

Note: Generally speaking, customers first generate the demand for shopping, then collect the information of the items they want to buy, and then compare and evaluate them with the goods in various stores before deciding which store to buy. After the transaction is successful, the customer's feelings about the product after use and the seller's service.

Pre-sale preparation:

1. Make your product introduction a good customer service.

It is very important to make full use of your product introduction, because customers' understanding of your product begins with the product introduction. A good product introduction can not only help customers understand the properties of products more directly, but also save you a lot of energy when introducing the basic properties of products to buyers.

2. Fixed working hours:

Fixed online time can make it easier for buyers to communicate with you. Buyers always want to talk to you face to face (chat online) and get the information they want in a quick and direct way. So it's easier to find you by letting buyers know your fixed online time.

3. Response time:

When buyers want to ask you some questions and you are not online, you can ask them with letters and messages in the station. If you mark your store to reply to all messages and letters before the next day, customers will check them at that time the next day, so that customers will feel valued and sellers will be more professional and will not blindly wait for your reply.

So be sure to have a fixed time to reply to the buyer's letters and information! Attention! Never let the buyer wait for you for more than 10 minutes! !

4. Return and exchange conditions:

Return is the focus of customer service. No matter what business you do, you must bear certain risks, such as accidents in the logistics process, wrong delivery or short delivery of goods due to your mistakes and so on. This situation should have happened in our usual transactions, so we must understand that buyers want sellers to guarantee returns. However, we can't guarantee a completely unconditional return. Some of our sellers have returned goods unconditionally in order to win customers. But this may only be suitable for his products, not necessarily for us. For example, a friend who sells toys sends out your products. After receiving the goods, the buyer calls and says that the children don't like it and asks for a return. However, many toy products cannot be opened and cannot be returned once they are opened. What should I do? You can't change it at a loss just to get the satisfaction of the buyer. That's easy to say. What if it's a few tens of dollars and hundreds of thousands of dollars can't be sold?

5. Convenient contact information:

I believe everyone posted their own contact information in the product introduction and shop, and there must be more than one. This is why buyers can easily contact themselves and seize every business opportunity. I won't elaborate on this importance.

6. Make good use of your personal space and forums.

I believe everyone knows the importance of personal space and forums. Of course, the new seller may not realize it yet. You can talk more about the experience of the forum when you have time. Personal space and forums are the main channels to promote your products. If you make full use of them, you can increase the number of visitors to your store. With more visitors, business opportunities will naturally appear. There is no need to explain this. If one day, a buyer visits your space through you and finds that the products in the pictures on your space are exactly what he wants, then congratulations, you have business coming to your door again. ....

What does the e-commerce customer service work include?

Job responsibilities:

1. Communicate with customers through Ali Want Want, answer all kinds of questions raised by customers and reach a deal;

2. Be responsible for tracking the delivery trend of goods in time and communicating with users in time to avoid user dissatisfaction;

3. Responsible for organizing after-sales service of the company's products;

4. Responsible for collecting customer information, understanding and analyzing customer needs, and planning customer service plans;

5. Be responsible for developing good customer relationship, pay a return visit to customers regularly or irregularly, and check the maintenance of customer relationship;

6. Establish customer files, quality tracking records and other after-sales service information management systems;

7, statistics of sales performance, making various reports, and making sales plans;

What is an e-commerce service station?

1) advertisement

E-commerce can broadcast all kinds of business information on the Internet with the help of enterprise's Web server and customers' browsing. Customers can quickly find the information they need with the help of online search tools, while businesses can use online homepages and e-mails to advertise around the world. Compared with all kinds of advertisements in the past, online advertisements have the lowest cost and the richest information for customers.

(2) Consultation and negotiation

E-commerce can use non-real-time e-mail, newsgroups and real-time discussion groups to understand market and commodity information and negotiate transaction affairs. If there is further demand, you can also use online whiteboard meeting to exchange real-time graphic information. Online consultation and negotiation can go beyond the limitation of people's face-to-face negotiation and provide a variety of convenient forms of conversation in different places.

(3) Online ordering

E-commerce can realize online ordering through interactive mail transmission in the Web. Online ordering usually provides very friendly ordering tips and interactive format boxes on the product introduction page. When the customer fills in the order, the system usually replies to the confirmation information form to ensure that the order information is received. The ordering information can also be encrypted, so that the business information of customers and businesses will not be leaked.

(4) Online payment

E-commerce should be a complete process. Online payment is an important link. Credit card accounts can be used for payment between customers and merchants. Using electronic payment means directly online will save a lot of people's expenses in the transaction. Online payment will need more reliable information transmission security control to prevent cheating, eavesdropping, fraudulent use and other illegal acts.

(5) Electronic account

Online payment must be supported by electronic finance, that is, banks, credit card companies, insurance companies and other financial institutions should provide online operation services for financial services. Electronic account management is its basic component.

Credit card number or bank account number is the symbol of electronic account. Its credibility needs necessary technical measures to ensure. The application of digital certificate, digital signature and encryption provides security for electronic account operation.

(6) Service delivery

Customers who have paid should deliver the goods they ordered to them as soon as possible. Although some goods are local and some are off-site, e-mail will be able to deploy logistics in the network. The most suitable goods for direct delivery on the Internet are information products. Such as software, e-books and information services. It can send goods directly from the electronic warehouse to customers.

(7) Consultation

E-commerce can conveniently use the format files such as "Select" and "Fill in the blanks" on the webpage to collect users' feedback on sales services. Only in this way can the market operation of enterprises form a closed loop. Customer feedback can not only improve the after-sales service level, but also enable enterprises to obtain business opportunities to improve products and find markets.

(8) Transaction management

The management of the whole transaction will involve people, money, things and many other aspects, as well as the coordinated management between enterprises, between enterprises and customers, and within enterprises. Therefore, transaction management involves the whole process of business activities.

The development of e-commerce will provide a good network environment for transaction management and various application service systems. Only in this way can we ensure the wider application of e-commerce.

What does e-commerce customer service do? 50 points

Is it Taobao or Tmall online customer service? The main responsibilities are:

1: receive and handle every customer who buys goods through online chat;

2. Deal with customers' after-sales problems about the quality and price of logistics products;

3. Do a good job in service registration and tracking;

4. Handle daily goods shelf maintenance, customer data collation, customer evaluation and other work;

5. Deal with the related work of Taobao operation.

I hope to adopt my answer.

What does e-commerce service include?

E-commerce service function

Perfect e-commerce can provide services in the whole process of online transaction and management. To sum up, the service function of e-commerce is mainly reflected in the following aspects.

1. Online advertising service

At present, online advertising is widely carried out on the Internet, and the effect is also remarkable. On the Internet, browse any home page, and you can almost see advertising information of one kind or another. Especially on the homepages of some companies and enterprises, the space occupied by advertisements is more prominent. E-commerce enables enterprises to publish various commercial advertisements and product and service information on the Internet with the help of Web servers and customers' browsers. Customers can quickly find the required commodity information with the help of online retrieval tools, while merchants can use online homepages and e-mails to advertise all over the world. Compared with all kinds of advertisements in traditional media such as radio, newspapers and television, online advertisements have the lowest cost and the richest information for customers. As online advertising plays an increasingly important role in Internet-based e-commerce activities, people call the Internet "the fourth media".

2. Online consultation and transaction negotiation services

At present, the Internet has provided users with a variety of convenient information exchange methods, such as e-mail, newsgroups, discussion groups, whiteboard meetings and online meetings. E-commerce enables enterprises to understand market and commodity information and negotiate transaction affairs through non-real-time e-mail, newsgroups and real-time discussion groups. If there is further demand, they can also use online whiteboard meetings to exchange real-time graphic information. Online consultation and negotiation in e-commerce breaks through the time and space limitation of people's face-to-face negotiation, and provides a variety of convenient forms of conversation in different places. Online product ordering service With the help of the mail system in the network, e-commerce can realize real-time online ordering.

3. Online monetary payment service

E-commerce should be a complete process and an important link to realize online real-time monetary payment. Credit cards and electronic money can be used between customers and enterprises. Smart cards and other ways to achieve online payment. Using electronic payment means directly online can not only save a lot of personnel and other expenses in the transaction for buyers and sellers, but also make the payment for goods more flexible. Convenient, but also can speed up the efficiency of capital turnover. Of course, in order to realize online payment service in e-commerce system, a more reliable information transmission security control mechanism is needed to prevent illegal acts such as tampering, disclosure and fraudulent use of transaction information.

4. Electronic account management services

The implementation of online monetary payment must be supported by electronic financial system, that is, banks, credit card companies and insurance companies should provide online payment services, and electronic account management is its basic component. Credit card number or bank account number is the symbol of electronic account, and its credibility needs to be guaranteed by necessary technical measures. The application of digital voucher, digital signature and data encryption ensures the security of electronic account operation.

5. Online commodity delivery and inquiry services

After the customer pays the transaction money, the merchant should deliver the goods ordered by the customer to the customer as soon as possible. For some goods provided in kind, merchants can deliver them to their doors through their local or off-site distribution systems, or entrust relevant freight companies or postal departments to transport or mail the goods to customers. Customers can know the delivery and arrival time of their purchased goods in time through the information network.

For some information products, it is most suitable for direct delivery on the Internet, such as software, e-books, information services, database retrieval and so on. It can provide direct and real-time full-process services from the merchant end to the user end through the Internet.

User consultation service In the process of e-commerce, enterprises can conveniently use the format files such as "Select" and "Fill in the blanks" on the webpage to collect users' feedback opinions on enterprises and their products and services. In this way, enterprises can know the feedback information of users in time, and the market operation of enterprises can form a virtuous circle. Customer feedback can not only improve the level of after-sales service, but also enable enterprises to obtain business opportunities to improve products and discover the market, and establish a good image of enterprises. Figure 1-2-6 shows Compaq's user feedback interface.

6. Transaction activity management services

The management of the whole transaction involves the coordination of people, money, goods, enterprises and enterprises, enterprises and customers, enterprises and enterprises. ......

What is e-commerce?

E-commerce usually refers to a new business operation mode in which buyers and sellers conduct various business activities without meeting each other in a wide range of business and trade activities around the world under the open network environment of the Internet, and realize online shopping for consumers, online trading for merchants and online electronic payment, as well as various business activities, trading activities, financial activities and related comprehensive service activities. E-commerce is a business activity using microcomputer technology and network communication technology. Countries, scholars and business people have given many different definitions according to their respective positions in e-commerce and different angles and degrees of participation in e-commerce.

Xia, E-commerce (EC for short) refers to global business activities conducted by using electronic tools such as the Internet (including telegrams, telephones, radio, television, faxes, computers, computer networks and mobile communications). It is the sum of all kinds of business activities based on computer network, including the behaviors of suppliers, advertisers, consumers, intermediaries and other interested parties of goods and services. People generally understand that e-commerce refers to e-commerce in a narrow sense.

Broadly speaking, the word e-commerce comes from e-commerce, that is, business activities conducted by electronic means. By using electronic tools such as the Internet, companies, suppliers, customers and partners can enjoy information through e-commerce, realize the electronization of business processes among enterprises, and cooperate with the electronic production management system within enterprises to improve the efficiency of production, inventory, circulation and capital of enterprises.

E-commerce is the whole business process of realizing electronization, digitalization, networking and commercialization by using computer technology, network technology and remote communication technology. It is a business transaction process with business activities as the main body, computer network as the basis and electronic means within the scope permitted by law; It is a process of constantly optimizing various activities of enterprises by using digital information technology; It refers to all kinds of commercial activities conducted by the parties or participants in the transaction by using modern information technology and computer networks (including information networks such as the Internet and mobile networks), including goods transactions, service transactions and intellectual property transactions.

What is e-commerce service?

Simply put, e-commerce refers to business activities conducted by using electronic networks. But the definition of e-commerce is still not a very clear concept. Countries, scholars and business people have given many different definitions according to their status and participation in e-commerce. Comparing these definitions will help us to understand e-commerce more comprehensively.

1 the concept of e-commerce in the world e-commerce conference

1997165438+1On 6-7 October in Paris, France, the International Chamber of Commerce held the World E-commerce Conference (the most authoritative concept of e-commerce: e-commerce), which means to realize the electronization of the whole trade activities. In the scope of coverage, it can be defined as: any form of commercial transactions conducted by both parties through electronic transactions rather than face-to-face communication or direct interviews; Technically, it can be defined as: E-commerce is a multi-technology entity, including exchanging data (such as electronic data exchange and e-mail), obtaining data (sharing database and bulletin board system) and automatically capturing data (bar code).

2 *** Department definition

The definition of "e-commerce" given by the European Parliament is: "E-commerce is a business activity conducted by electronic means. It processes and transmits data electronically, including text, sound and images. It involves many activities, including electronic trade and service of goods, online data transmission, electronic fund transfer, electronic securities trading, electronic shipping documents, commercial auction, cooperative design and engineering, online information and access to public goods. It includes products (such as consumer goods and specialized equipment) and services (such as information services, financial and legal services), traditional activities (such as fitness and sports) and new activities (such as virtual shopping and virtual training).

3 the definition of authoritative scholars

Revere Caracota and Andrew B. Whiston, American scholars, put forward in their monograph "Frontiers of E-commerce": "In a broad sense, e-commerce is a modern business mode. This method can meet the needs of organizations, manufacturers and consumers by improving the quality of products and services and increasing the speed of service delivery. This concept is also used to find information through computer networks to support decision-making. Generally speaking, today's e-commerce connects buyers and sellers' information, products and servers through computer networks, while future e-commerce will connect buyers and sellers through one of countless computer networks that constitute the information superhighway. "

4 our definition

Shanghai E-commerce Security Certificate Management Center defines e-commerce as "e-commerce refers to the use of digital electronic means for business data exchange and business activities. Electronic commerce (EC) mainly includes the paperless exchange of business information between individuals, enterprises and countries by using major technologies such as electronic data interchange (EDI), E-MAIL, electronic fund transfer (EFT) and the Internet. "

5 the definition of e-commerce in IT (information technology) industry

IT (information technology) industry is the direct designer of e-commerce and the direct manufacturer of equipment. Many companies have given the definition of e-commerce according to their own technical characteristics. Although there is a big difference. On the whole, however, both the view of the International Chamber of Commerce, Hewlett-Packard's E-WORLD and IBM's E-BUSINESS agree that e-commerce is a way to conduct various business activities by using existing computer hardware equipment, software equipment and network infrastructure, which are connected through certain agreements.

The rapid development of e-commerce

Internet e-commerce = business opportunities

For a company, the development of internet e-commerce not only means business opportunities, but also means the birth of a brand-new global network-driven economy, which is not empty talk. We are moving towards a world with10 billion interconnected computers. In this era, information is wealth. It is reported that from 1995 to 2000, the global e-commerce market will reach 25 billion US dollars, and it is estimated that from 2000-20 10, the products and services involved in global e-commerce will increase to 450-600 billion US dollars. Computers interconnected through the Internet will be an effective tool for enterprises to win in the future 10.

electron ......

What kind of service industry is e-commerce?

E-commerce is generally divided into B2B and B2C.

B2B refers to business-to-business transactions conducted by electronic means (online means), for example, based on public trading platforms like Alibaba or other trade trading platforms.

B2C refers to the transactions between enterprises and consumers, such as 1 Store, JD.COM, etc.

In a word, e-commerce is a mode of buying and selling through the network. In this mode, you or your enterprise can be a buyer, a seller, or of course a service provider (such as Alibaba) that provides a trading environment.

What is the whole network e-commerce?

All-network e-commerce:

The whole network e-commerce is a new e-commerce marketing model initiated by Huihai Group, a leading e-commerce operation service provider in China. It refers to providing enterprises with one-stop operation and service of e-commerce based on internet platform, including three links: the whole network, the whole process and the whole communication.

The whole network refers to the traditional internet, radio and television network and mobile internet anytime and anywhere;

The whole process refers to helping enterprises complete the whole e-commerce service process from procurement to production and sales.

Full communication refers to providing one-stop service for enterprise e-commerce in logistics, capital flow and information flow management.

About Huihai Group:

Winhi is a leading e-commerce operation service provider in China. Founded on April 8, 2003, with a registered capital of100,000 yuan, the group is a national high-tech enterprise, an double soft certification enterprise, an innovative enterprise and an excellent enterprise for transforming scientific research achievements. In the past seven years, Huihai Technology has focused on the development of e-commerce operations and services, and has opened up three core economic regions in China, namely East China, North China and South China, and become a leading enterprise in the industry. On 20 10, the group "China winlink" company was successfully listed in Europe.

Huihai Group has 7 subsidiaries and more than 30 branches. Subsidiaries include Shenzhen Huihai Technology Development Co., Ltd., Shenzhen Duoying Software Technology Co., Ltd. and Shanghai Engine Advertising Co., Ltd., as well as Shenzhen Media Culture Communication Co., Ltd., Shenzhen Ruilve Enterprise Management Consulting Co., Ltd., Shenzhen Rio Tinto Software Co., Ltd. and Boss Consulting. It has branches in more than 30 cities in China, including Beijing, Shanghai, Guangzhou, Shenzhen, Hangzhou, Suzhou, Jinan, Qingdao, Fuzhou, Xiamen, Wuhan, Changsha, Nanning and Dongguan. The group employs nearly 2,000 people, and its performance growth has remained above 100% for many years.

In 20 10, Huihai Group, as an advocate of e-commerce in the whole network, joined hands with Tencent, Yi Yatong and China Mobile 12580 to initiate the establishment of the first "SME e-commerce industry promotion alliance" in China, and devoted itself to providing one-stop services for SME e-commerce. The goal of the alliance is to unite 100 high-quality partners in the industrial chain, provide e-commerce services for100 million small and medium-sized enterprises, and create more than1000 million sales revenue for enterprises within three years.