This Business News Story Was Uncovered By Us From: http://www.youngupstarts.com/2019/04/12/how-jd-com-is-changing-customer-service-and-experience-in-chinese-e-commerce-sector/
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Quality customer service is becoming an important competitive tool for any company. Most of the companies operating in the online retail industry are incorporating quality customer services and consumer experience as one of the strategic policies for helping companies to compete with other entities in the same industry. JD.com is one of the leading ecommerce companies in China that has been facing extreme competition from Alibaba, which is currently the market leader in high-end cities around the country. However, Jingdong is currently focused on ensuring that it achieves maximum market penetration through quality customer services.
One of the customer-oriented service that is geared towards establishing Jingdong as a competitive entity is the use of drones to deliver products to its customers. One of the significant challenges facing most of the online companies is that they are taking a longer period before they can deliver ordered products to the customers. Alibaba has been accused of keeping customers waiting their goods for a longer period, sometimes even more than a week. Jingdong, under the guidance of Richard Liu is exploiting this weakness and is delivering products using a next-day policy. Moreover, some of the customers who are within a three-kilometer radius from the stores are receiving their orders within thirty minutes.
Secondly, JD.com has brought all the customers to the table and anyone can now purchase various products through its online platforms. Originally, other ecommerce companies had introduced a policy of operating in major cities such as Beijing and Shanghai, which alienated all other potential customers from the equation. Richard Liu realized that this is an opportunity that can be used to attract a huge number of customers to the company and help it t… Read More
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