After three years of the epidemic, e-commerce's first 618 promotion was a success.
"Ten billion subsidy", "breakthrough base price", "lowest in the whole network", "everyday is 618"... At Tmall's 618 launch meeting, Dai Shan, CEO of Taotian Group, announced that this will be "the largest investment in history". 618”; at the JD.com 618 kick-off meeting that followed, Xin Lijun, CEO of JD.com Retail, also shouted that “JD.com 618 this year is the one with the largest investment in the industry.”
E-commerce platforms are competing for low prices and grabbing traffic, and regard this 618 as a crucial "turnaround" that will surely bring more benefits to consumers. In addition to the "competitive" price, this 618 has attracted much attention this time as well as the logistics time limit for killing "crazy".
Order at zero o'clock and receive the goods in the morning, and the goods reach normal hours
"Are you afraid that I will return the product? It will be shipped just after buying it." Many consumers said after buying the product that this year's 618 feels like a step forward.
It seems to be a joke, but it actually reflects the platform's emphasis on the timeliness of logistics. As a real smart new neighbor, the staff of the domestic supply chain department of the Cainiao headquarters said: "During the 618 period this year, the Cainiao warehouse will operate around the clock, batch picking, batch packaging, and batch delivery to increase production capacity, and at the same time increase cooperation with express service providers. , plus half-day delivery, next-day delivery and other services."
In addition, Cainiao and SF Express also pre-process Tmall pre-sale orders, and provide the service promise of "pay in the morning and deliver in the afternoon, pay before going to bed and receive when you wake up" in more than 300 cities across the country.
JD has always taken the lead in logistics as its advantage. This year, in order to ensure fast delivery, JD Logistics has further expanded the scale of pre-sales, covering more than 300 cities. After the consumer pays the final payment, the "last mile" delivery can be carried out immediately, and the courier brother will deliver the goods to the door in the shortest time, and the fastest delivery can be achieved in minutes.
E-commerce platforms without their own logistics systems will increase cooperation with external logistics. Platforms represented by Douyin e-commerce have invited YTO Express, Yunda Express, ZTO Express, Jitu Express, etc. to provide logistics operation guarantees for merchants’ performance of contracts and consumers’ shopping experience.
But in the face of the "crazy" logistics, some people are happy and some are worried.
The buyer has applied for a refund but the goods are still in transit, and the seller is tired of intercepting them
For people who buy impulsively and then regret, forget to choose discounts, and make up orders with full discounts, such a fast delivery speed is not necessarily a good thing.
On the evening of June 15th, when the second wave of the 618 promotion began, some employees of the merchants complained that the order pressure was too great and they felt unwell.
In fact, behind this reflects a problem that exists in this year's 618, or every big promotion, that is, merchants are struggling to deal with the situation of "the buyer has applied for a refund but the goods are still in transit" while ensuring the timeliness of logistics. Because it is not only related to the after-sales experience of consumers, but also a key factor to speed up the turnover rate of goods and reduce the cost of enterprises.
Some merchants thought that in order to prevent buyers from returning after placing an order, I will wait until the peak return period of 48 hours is over before delivering the goods. In this way, instead of reducing, it will cause an increase in the number of return orders due to slow delivery, and the loss will be greater.
Therefore, an automated solution with fast logistics interception speed and high success rate is a "stabilizer" to ensure the timeliness of merchant services and user experience. Shizhi Smart launched the "logistics interception" digital employee, using AI+RPA technology, by analyzing the full link status of merchants' warehouses, transportation, and distribution, and making intelligent decisions and logistics interception based on platform big data, enabling merchants to continue to grow and digitally transform.
For merchants, the more orders there are, the more manpower, material resources, and time will be invested. It will be more efficient and convenient to hand over this part of the work with clear rules and repetitive processes to the digital employees of "logistics interception", which will effectively relieve the pressure on employees. Improve work happiness.
Real RPA digital employees automatically intercept in-transit logistics, increasing efficiency by 20 times
According to data from JD.com, during the 6.18 period this year, Chenguang’s sales volume was firmly at the top of several lists including pen brands, sticky note brands, office stationery brands, and student stationery brands. However, Chenguang found that the needs of consumers are changing, and many times they apply for a replacement or refund while the goods are still in transit. When communicating with customers to reject or send them back, some consumers will directly apply for platform intervention, resulting in disputes.
For Chenguang, when consumers enter the store to buy, it is originally because of their love and trust in the brand, but the subsequent retention requires high-quality service guarantee. Chenguang said that there are dozens of stores in the e-commerce channel, and the longer the time period from the customer's rejection to the return, the lower the satisfaction, and the cost of commodity circulation, warehousing and cargo damage behind it is very high.
Faced with such a huge number of orders, Chenguang uses RPA·digital employees to develop an automated logistics interception process that meets the needs of enterprises, stably controls consumers' demand for returns and exchanges, and intercepts logistics in a timely manner.
After passing the test of several official promotion activities, Chenguang's logistics interception accuracy rate reached 100%, realizing a smoother two-way communication with consumers. The director of Chenguang Direct E-commerce said, “In the past, we needed to arrange two employees for each store to spend at least one hour to handle logistics interception. After the launch of RPA Digital Employees, we only need to arrange one employee to be responsible for the daily operations of all platforms. Detailed monitoring of intercepted data is more than 20 times more efficient than manual work. ”
At present, the digital employees of "Logistics Intercept" have been running stably for millions of hours in the after-sales service of Fuanna, Marubi and other excellent enterprises, creating a "stable, fast, accurate and economical" consumption experience for customers, effectively improving after-sales service Response speed, precision and customer satisfaction.
Through digital after-sales service, merchants can deal with customer problems more quickly, understand customer needs and feedback more accurately, provide better service and experience, and continuously achieve business optimization and innovation. In the future, Real Intelligence will continue to optimize the functions and performance of digital employees, provide e-commerce companies with more efficient, intelligent and convenient automation solutions, and empower e-commerce digital transformation and business upgrades.