MindMap Gallery O2O e-commerce after-sales product system
The quality of after-sales service will greatly affect user retention. A good experience can help better retain and maintain users, so as to avoid failure in the early series of work such as attracting new users. From this we can see that the importance of the sale is very high. The after-sales product system contains a lot of content, involving multiple departments, multiple products, and front-end and back-end. Therefore, this map will briefly introduce the O2O e-commerce after-sales product system, hoping that readers can have an understanding of the entire system.
Edited at 2020-11-11 14:33:00Find a streamlined guide created using EdrawMind, showcasing the Lemon 8 registration and login flow chart. This visual tool facilitates an effortless journey for American users to switch from TikTok to Lemon 8, making the transition both intuitive and rapid. Ideal for those looking for a user-centric route to Lemon 8's offerings, our flow chart demystifies the registration procedure and emphasizes crucial steps for a hassle-free login.
これは稲盛和夫に関するマインドマップです。私のこれまでの人生のすべての経験は、ビジネスの明確な目的と意味、強い意志、売上の最大化、業務の最小化、そして運営は強い意志に依存することを主な内容としています。
かんばんボードのデザインはシンプルかつ明確で、計画が一目で明確になります。毎日の進捗状況を簡単に記録し、月末に要約を作成して成長と成果を確認することができます。 実用性が高い:読書、早起き、運動など、さまざまなプランをカバーします。 操作簡単:シンプルなデザイン、便利な記録、いつでも進捗状況を確認できます。 明確な概要: 毎月の概要により、成長を明確に確認できます。 小さい まとめ、今月の振り返り掲示板、今月の習慣掲示板、今月のまとめ掲示板。
Find a streamlined guide created using EdrawMind, showcasing the Lemon 8 registration and login flow chart. This visual tool facilitates an effortless journey for American users to switch from TikTok to Lemon 8, making the transition both intuitive and rapid. Ideal for those looking for a user-centric route to Lemon 8's offerings, our flow chart demystifies the registration procedure and emphasizes crucial steps for a hassle-free login.
これは稲盛和夫に関するマインドマップです。私のこれまでの人生のすべての経験は、ビジネスの明確な目的と意味、強い意志、売上の最大化、業務の最小化、そして運営は強い意志に依存することを主な内容としています。
かんばんボードのデザインはシンプルかつ明確で、計画が一目で明確になります。毎日の進捗状況を簡単に記録し、月末に要約を作成して成長と成果を確認することができます。 実用性が高い:読書、早起き、運動など、さまざまなプランをカバーします。 操作簡単:シンプルなデザイン、便利な記録、いつでも進捗状況を確認できます。 明確な概要: 毎月の概要により、成長を明確に確認できます。 小さい まとめ、今月の振り返り掲示板、今月の習慣掲示板、今月のまとめ掲示板。
O2O e-commerce after-sales product system
background knowledge
importance
The quality of after-sales service
Influence
User retention
good experience
Help merchants
retain user
Maintain users
avoid lost
preliminary work
User acquisition
product description
product marketing
After-sales product system
part of life cycle
From the time the user places an order
to the end of the entire order
The entire product system involves
multiple departments
Multiple products
front end, back end
Product life and death
After-sales experience
decide user
Will you continue to use your product?
Decide to use your product next time
For e-commerce products
Products with high frequency demand
Regular customers account for a high proportion of orders
More than 50% or 60%
Maintain the after-sales experience of regular customers
It is the maintenance of the entire business
Good after-sales service experience
Able to allow customers to spread the word spontaneously
Bring more new customers to the product
Summarize
E-commerce after-sales is an important link
The importance of e-commerce after-sales products is very high
Good after-sales products can
Let the after-sales experience
smoother
Make fewer mistakes
fewer complaints
Imperfect after-sales products
lead to
Massive loss of users
generalize
E-commerce after-sales is the life and death of e-commerce products
Overview of e-commerce after-sales product system
The entire after-sales process
involve
Multi-department collaboration
Multiple front-end and back-end products
in role dimension
for better understanding
Summary, explanation
After-sales product system
Process role composition
user
customer service
Delivery
Warehouse (merchant)
After-sales process
Place order->Receive goods
Receiving goods->Interaction
Receipt->After-sales
Process requirements
Delivery
Arrive on time
good service
Good product received
Good customer service
Role explanation: User
user-oriented system
Order information query
Order editing
automatic service
Contact customer service channels
Reach system
user interaction
User compensation
Product core (user core demands)
Order arrived on time
Contains features
Order information query
User compensation
Reach system
Mainly depends on
transportation management system
Application in front-end
give to customers
ETA
accurate time
Logistics node
Address
Timely notice
Order status changes
Overtime compensation mechanism
Alleviate user expectations
Smooth after-sales process
Contains features
Contact customer service channels
self service
Encountered a problem after placing an order
user
Contact Customer Service
product
guide users
Solve problems quickly
other
Contains features
Order editing
cancel order
Change address information
user interaction
evaluate
Post orders
reward
Share red envelope
experience
When users feel good (or bad)
During an order
There must be a voice channel
Role explanation: Warehouse (merchant)
For warehouse systems
Out of stock handling
Disposal of defective products
Specific user maintenance
Product core
Restock
Picking
Package
Commodity storage
out of warehouse
customer service capability
Communicate directly with customers and return items
Product found to be out of stock
Focus on packaging (or merchandise)
For first order customers
Role explanation: delivery
For distribution system
manager
transportation management dispatch
Delivery staff assessment management system
Early warning monitoring system
delivery person
Deliveryman APP
Distribution employee list system
Customer Service and Delivery Personnel
Delivery person data
Number of delivery orders
on-time rate
DSR
Specific user maintenance
Product core
timely delivery
Service attitude
quality at hand
Product users
Delivery manager
pass
Distribution capacity dispatch management system
manage
Delivery team
Establish
Salary assessment system
on-time rate
customer ratings
Customer complaints
delivery person
Using APP as a carrier
Integrate in APP
Dispatch task system
Work order system
data report
Role explanation:Customer service
Customer service system
Customer Service Manager
Data reporting system
Personnel assessment system
Abnormal supervision system
Payroll management system
Customer service system
Work order system
Internal work order
Cross-department work orders
storehouse
delivery person
Return and exchange system
Information inquiry
order information
User Info
process standardization
channel system
call system
Online customer service system
Product core
Consult customers
user experience
customer service
work efficiency
inside company
Problem optimization
Product users
Customer service frontline staff
learn
The most complete information
Quick processing
Consultation process
ensure
Consult customer user experience
Customer Service Manager
operations
Customer Service
Assure
customer experience
improve
Customer service efficiency
propose
Based on customer feedback
Specific issues
advance
Company solves problems
avoid
More customers have problems