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The Overall Service Level Of Domestic Online Retailing Is Not Optimistic.

2012/3/6 11:05:00 7

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A few days ago, the China Service Trade Association customer service committee conducted an unannounced investigation of 12 well-known B2C website services, and found that

Domestic Internet Retailing

While the industry is developing at a high speed, the overall service level is not optimistic.

The rate of manual telephone service is low, which is the most serious problem.

In the 12 well-known B2C websites surveyed, the average rate of artificial telephone connection rate in 20 seconds was only 64.91%, while the worst connection rate was even less than 10%.

Distribution service is another "disaster area" of the service defect of e-commerce enterprises.

The survey shows that the distribution service reaches the average of 5 industries.

There are many disputes over return and the lack of basic etiquette in service.

In addition to low level of service,

Online shopping market

Frequent incidents of fraud, fishing and other safety incidents are also a major problem.

In 2011, over 430 billion yuan of online shopping "pie", more than 100 million users have encountered online shopping "trap", resulting in direct economic losses of more than 15 billion yuan.

At present, the technology content of Chinese retail enterprises is not high, which is far apart from foreign retail enterprises.

With the increase of competition, the level of management will be improved, and Chinese retailers will also introduce modern technology.

Marketing

Attach great importance to.

With the rapid development of information technology and the gradual popularization and further improvement of computers and Internet, e-commerce has become a very important marketing tool in the retail industry, and will also become the main technical support for the future retail industry.

Although there are still problems such as imperfect hardware and software, imperfect laws and regulations and inadequate supporting services, it can be asserted that the rapid development of information technology and the accelerated popularization of Internet will fundamentally change the way and format of retailing. The traditional retail formats will definitely apply the technology of e-commerce, thus opening up wider space for the development of retail industry.

In view of the above problems, the relevant personage said that we should start from three aspects.

From the consumer's point of view, we should enhance awareness and sensitivity. For online retailers, we should provide quality services to consumers in addition to ensuring high-quality products.

In addition, relevant government departments should also establish and improve industrial laws and regulations, so as to ensure the long-term development of the online shopping industry.