With the popularization and application of the Internet and the rapid development of retail industry, online shopping, a brand-new trading mode, not only allows consumers to enjoy convenient and fast shopping, but also is an important platform to promote the development of e-commerce in China.

According to Xinhua News Agency, only 20 1 1 year, the online shopping transaction volume in China reached 770 billion yuan, and the transaction volume increased year by year. As far as the current situation is concerned, although the development situation of China's e-commerce industry is relatively optimistic, in this diversified economic market, e-commerce enterprises generally behave as follows? High cost and low profit? The characteristics of.

In recent years, in order to obtain higher profits and a broader market, the competition among e-commerce enterprises has intensified. First of all, in May this year, Dangdang launched the night delivery business; Then, the next day, the cat electric mall shouted out? Being late the next day is free? Slogan; Then in August, JD.COM Mall launched a low-price promotion.

These? Secret service? Attracting customer resources and improving customer experience is a new development trend of e-commerce companies. However, for consumers, today's market competition can no longer be satisfied with? Fast delivery and low price? On the surface service, we should pay more attention to the competition of after-sales service.

In the minds of consumers, is the e-commerce company launched? Speed warfare? , or play? Price war? Are far from real. Service war? . Because an unpleasant shopping experience is enough to subvert the perfect image of e-commerce companies in the eyes of consumers, and thus greatly reduce the second purchase rate of consumers.

Not long ago, the survey released by China Customer Service Committee showed that online shopping is convenient for consumption, but at the same time there are many disputes about returning goods, and it is not easy to protect rights. Especially in? Turtles come back soon? On the issue, consumers reacted strongly, and the after-sales service level of e-commerce needs to be improved urgently.

Personally, there are two main reasons why it is difficult for e-commerce to return goods:

First, the picking efficiency is low. How to solve it? E-commerce companies are different from express delivery companies. In the express delivery enterprise, the courier will get the corresponding commission whether sending or picking up the pieces; In the e-commerce company, on the contrary, the courier has a commission for sending and no commission for picking up. Therefore, in the process of e-commerce exchange, most couriers are reluctant to make a trip in vain because they can't get a commission. As a result, the efficiency of e-commerce exchange is low.

Second, the return process is cumbersome. The process of e-commerce return and exchange is mainly manifested as: express delivery to pick up the pieces? Return the goods to the warehouse for signing? Upload work order system? Customer service to confirm? Merchants re-deliver? Prepare warehouse delivery. For this? Turtles come back soon? This process is long and tedious. This has nothing to do with online shopping? Convenient for our shopping concept has formed a great contrast, which is different from? Lightning delivery? The characteristic service is in sharp contrast.

Based on the above two reasons, e-commerce can only win the market by improving the quality of return service? King? The key to the title.

First of all, e-commerce enterprises should strengthen the specialization of product description and the diversification of display methods. Online shopping, different from supermarket shopping, merchants can't see consumers, and consumers can't see the goods sold by merchants. Therefore, under this virtual trading mode, e-commerce enterprises can only reduce the problem of returning goods because the quality of goods does not meet consumers' expectations by describing the essence of goods in a true and detailed way and showing the characteristics of goods clearly and accurately.

Secondly, e-commerce enterprises should improve their own logistics system and shorten the supply chain structure of return and exchange. In the case of abundant funds, enterprises should strengthen their own warehousing construction to avoid the return problem caused by insufficient warehousing. At the same time, it is necessary to increase the innovation of logistics technology and management mode, and make use of advanced e-commerce information technology to create a more humanized and simplified information trading platform, so as to improve the cumbersome steps in the process of e-commerce return and improve the efficiency of return and distribution.

In addition, e-commerce companies should also strengthen their awareness of after-sales service and improve the professional quality of grassroots employees. Based on the characteristics of internet virtualization, logistics distribution is the only link that can directly contact with customers, so it is particularly important to improve the quality of distribution service. Enterprises should regularly organize employees to carry out vocational training, teach basic knowledge and polite expressions in the service industry, encourage employees to actively participate in learning activities, and improve the professional quality and service awareness of grassroots employees. Furthermore, it can reduce the problem that couriers are afraid of trouble in the process of returning goods, and reduce disputes and complaints caused by service problems.

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