Fu, there is no national unified after-sales service standard, the quality of the master’s service is difficult to monitor, and the level of after-sales is uneven. Large companies focus on brand value, pursue product quality and service quality, and traditional after-sales models cannot meet development requirements, and are seeking more efficient Internet after-sales models.
Another home furnishing company adopts a shopping mall model. For example, IKEA has opened 31 large shopping malls in China’s first- and second-tier cities. As a traditional home furnishing company, IKEA has gradually transformed and upgraded through the Internet in recent years, and its online e-commerce business has opened in 227 cities. IKEA’s own after-sale master covers the area where the physical mall is located. At the same time, he chooses to cooperate with Master Wan. Not only is it recommended for consumers who buy furniture in online malls, Master Wan is also posted in offline shopping malls. Convenient customer service.
Ikea recommended by IKEA store
3. Internet empowerment makes home aftermarket mode lighter
Third-party professional after-sales service platform, which is generated by strong demand for home after-sales service, enables the lack of traditional after-sales model through Internet empowerment, and brings a new way of home life and work.
First of all, the traditional after-sales service is a “heavy model” service based on the local area, which is obviously restricted by the region. The Internet home service platform breaks the geographical limitations of the service. Wherever there are professional masters, the service is covered. Master Wan platform has a total of 530,000 masters, 98% of the country’s coverage has sunk services to districts and counties in third and fourth tier cities.
Wanshifu official website
Second, it is different from the traditional employment model of long-term employment of workers. The Internet home service platform adopts the crowdsourcing “light mode”. Masters from different regions enter the Internet and use the platform as a “store” to take orders and change themselves. Become an operator.
Furthermore, Internet home service has another advantage: transparency of information and comparability of choices. The Internet after-sales service platform adapts to the order requirements of different scenarios on the PC and mobile terminals. The master service information is comparable, the service process is transparent and visible, and the nodes are monitored in real time.
In addition, the role of online guarantees on Internet platforms cannot be ignored. As a payment platform for Taobao and Tmall, Alipay provides a security guarantee for funds between consumers and merchants, making sales and purchase more secure. Similarly, the home after-sales service platform also guarantees the security of funds for users and masters through online hosting.
Second, focus on user needs
1. Share and share every skill for everyone
Internet home service companies mostly adopt the platform sharing model, based on skill sharing, to integrate national home service resources to achieve information exchange and supply and demand balance.
Master Wan’s goal is to “create a one-stop diversified skill sharing platform and use the concept of a sharing economy to enable everyone with professional skills to do their best” to meet the needs of TO B and TO C users’ home services. , Let home masters use their skills to get paid.
2. People suffering from the traditional mode are embracing the new lifestyle with open arms
In the home furnishing industry, only 56% of companies have localized infrastructure installation and after-sales services. B-side users, such as home e-commerce companies and offline home companies, hope to separate terminal after-sales services to save more resources and focus on business operations. By handing over the after-sales service to a third-party platform, the business model has become lighter. It is only responsible for store drainage, experience, and sales. The flexible employment method not only saves costs, but also enables the after-sales service to be free from geographical restrictions and quickly expand the sales scope.
Statistics of 1688 “Blue Book of Eight Great Trends in Life”
For end consumers, when purchasing home products, they hope to get standard and professional after-sales service to meet their needs for efficient and convenient quality of life.
For home and personal C-end users, they often encounter troubles such as blocked toilets, broken cabinets, and circuit fault lights in life. Public information shows that 92% of consumers have home service needs, of which 86% are willing to accept the services of professional platforms. They hope to find professional masters around them anytime and anywhere to solve problems through mobile phones.
For the master, traditional searchInformation on live channels is blocked and rights cannot be guaranteed. Blue-collar families with professional skills have found a fair and reliable platform that they have been eager to demonstrate skills, increase income, and realize self-worth.
Three, focus on user experience
1. Where does trust come from?
Master Wan quickly opened the home after-sales service market and became the fastest-growing enterprise in the industry. In addition to a professional and efficient service model, he also has the trust and support of teachers and users.
At present, the Master Wan platform has 530,000 masters and 250,000 business users, and has accumulated more than 20 million service data. In addition to basic company operating and promotional costs, Master Wan spent a lot of money to subsidize masters and users.
For the master, Master Wan adopts the “low draw + subsidy” draw rule, the draw percentage is far lower than Internet life service platforms such as Didi and Meituan. The master will also be rewarded after each order is completed. Master Wan will issue additional subsidies from time to time, such as high temperature red envelopes.
8.3 Master Festival is a festival created by Master Wan for the blue-collar group. It has passed five years. Through each theme activity, the society has paid more attention to the master group, and it is not easy to experience the daily work of the master. .
Master Wan unites China Merchants Bank, and promotes the master group card—the craftsman spirit customized card, which provides scenario-based consumer financial services based on the needs of the master group, so that the master can enjoy more convenience in life.
Master Wan also gives users a lot of subsidies. Merchant users receive the first full return of orders, and occasional holiday discounts and super membership activities are all benefits to merchants.
2. What step does the master do?
Imagine, if a merchant assigns a master to serve the buyer, can it be more reassuring to see the progress of the master’s service like selling goods at any time to track the information of the goods?
The after-sales service platform system records the service files of each master. When users select a master, the historical data is clear at a glance. They can consider different dimensions such as service quotes, service times, comprehensive ratings, service quality, and customer evaluation. The most suitable teacher.
The service process of the master is completely transparent. Pick-up at the logistics point, door-to-door check-in, goods inspection, and service confirmation form when the completion is completed … The service nodes are updated in real time, and the after-sales process is clear and clear.
Fund security is a concern for all users. After the after-sales service acceptance confirmation is completed, the funds hosted by the merchant or home user on the platform will be credited to the master account. The master does not need to worry about finding the payer after finishing the work. Let the master enter the service can also relax.
3. Paying for accidents with unknown responsibilities
In the process of home after-sales service, it is inevitable to encounter accidental product damage or personal safety accidents, providing users and teachers with a life and property safety guarantee.Quality and convenient home services enter millions of households.
Energize the traditional service industry with technological innovation, restructure the home service value chain, and look forward to platforms such as Master Wan to bring different surprises to the home service industry and consumers’ home life.