At the same time, Dongfang Selection has recently been on the hot search due to product quality issues.Including when a customer complained about a bad review due to the quality of the steak, the after-sales link was directly jumped to the Douyin store, rather than the Dongfang Selection live broadcast room.
In this regard, Sun Dongxu, CEO of Oriental Selection, said in an interview today that this is also an important reason why the live broadcast room needs to reach a good cooperative relationship with suppliers. The live broadcast room sells 50 to 60 million goods every day, and it is impossible to do customer service for every item. For this reason, the cost of building a customer service team of 10,000 people is too high, and it is not professional enough.
In addition, Oriental Selection as a selection platform,It is unreasonable and inefficient to not undertake the customer service work of all suppliers, and it will also seriously affect the customer experience.
As what the live broadcast room can do, Sun Dongxu said, is to strictly test the wastage rate and after-sales complaint rate of the supplier’s products. If the data is much higher than the industry average, it may not continue to cooperate in the future.