Market services are chaotic, don't let after-sales break the future of cabinet e-commerce
After-sales service is the bottleneck of cabinet e-commerce
In recent years, with the development of e-commerce, more and more household products have started to get electrocuted and gradually become e-commerce. At first glance, the combination of furniture and building materials manufacturers such as cabinets and e-commerce has opened up a new market prospect: the price advantage of e-commerce has broken through the high cost of traditional channels, and the form of the network allows manufacturers to contact more in the shortest time. Of customers, making it easier to expand the market.
In practice, the e-commerce of home furnishing products is facing many difficulties. Analysts said that compared to general products, cabinets have higher requirements for after-sales service. In addition to distribution, it also involves installation, use and maintenance, and requires relatively professional workers to provide follow-up services. As the terminal of e-commerce, after-sales service directly affects the user's overall shopping experience. If the cabinet industry wants to play with the Internet, it urgently needs to break through the bottleneck on the road to e-commerce, especially the 'last mile' logistics and services such as handling, installation and warranty maintenance.
The cabinet market service is chaotic
Looking back at the current domestic market, the cabinet service market is chaotic, and various problems frequently occur, which seriously affects the long-term development of the industry. The first problem is logistics and distribution. Many manufacturers now only have their own trunk logistics, but the terminal logistics network is not perfect. Therefore, it is often necessary to temporarily hire vehicles and handlers at the delivery place to complete the entire distribution, which may increase costs. And extend the delivery time.
In addition, the current cabinet industry does not have a unified after-sales market service platform and corresponding market standards, and various after-sales integrity issues frequently occur; at the same time, after-sales service outlets are relatively scattered, with limited influence, professional installation and maintenance masters, often The whole process lacks supervision.
Strengthen after-sales service to improve experience
For cabinet sellers, they are also facing an after-sales dilemma. If you set up your own professional after-sales service team, the cost is too high and the management is difficult, it will become a burden for the company in the future; if you use outsourcing, the service quality is difficult to guarantee, and customer complaints are frequent, which requires a lot of energy to deal with after-sales consultation and resolution Complaints, in the long run, the entire sales will be subject to after-sales service.
From the perspective of consumers, the feedback platform and after-sales mechanism of cabinet companies are not perfect. Once there are problems in the process of distribution, installation and maintenance, the time span to deal with the problems is relatively large, and manufacturers and service personnel often face each other Excuses, the problem is not solved in time, and the feedback of the situation of no response, which greatly reduces the shopping experience of consumers, and creates obstacles for subsequent sustainable development.