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The following is the 2020 e-commerce customer service experience report From Netease seven fish recommended by recordtrend.com. And this article belongs to the classification: User Research, Electronic Commerce, research report.
I199it] and reply to the keyword “2020 e-commerce customer service experience report”
Netease Qiyu, Netease positioning and CCTV Market Research (CTR), a well-known research institution of Netease, jointly released the 2020 e-commerce customer service experience report (hereinafter referred to as the “report”) to explore the current situation of e-commerce customer service in 2020 and predict the future trend through the three dimensions of customer service habits, use needs and satisfaction of consumers on the e-commerce platform. So as to provide strategic suggestions for enterprises to improve service quality, enhance customer experience and achieve business growth.
Based on the EZ tracking consumer insight and digital marketing platform jointly created by Netease positioning and CTR, and combined with the four-year customer service industry experience of Netease Qiyu, the report conducted an online survey on nearly 10000 real consumers (85.8% of the respondents were aged from 16 to 35; men accounted for 51.7% and women accounted for 48.3%), which effectively formed the insight into the customer service experience of e-commerce.
The report shows that, excluding price factors, personal service experience (61.4%) is the most important factor affecting consumers’ purchase intention. Among them, young consumers aged 26-35 have higher expectations for service experience. In other words, when price competition has become a thing of the past, customer experience has become an important starting point for e-commerce platforms to compete for and retain users. Businesses should pay attention to this trend and try to meet consumers’ expectations for e-commerce services. Rapid response is the key to improve customer experience, and omni channel entry deployment can expand customer reach
The report shows that there is a big gap between the expectation of consumers and the actual situation, which needs to be filled. To achieve one minute response, the platform needs to actively adopt advanced technical means to improve customer service efficiency, so as to meet the increasingly “demanding” requirements of future consumers.
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