The express delivery "delivery" is just because e -commerce companies are "anxious"?

China Commercial Daily (Reporter Jiang Yongxia) "Delivery", "Do not put the station", "Refuse the courier cabinet" ... In order to allow the courier to send the courier to the door, the online shopping expert adds all kinds The remarks, but the courier who is busy chasing the quantitative quantities is still indifferent. Whether it is personal needs or responsibility, the courier still wants to put the station station and refer to the courier cabinet. In the face of the service of "delivery", the express delivery company is not in a hurry, and the "Tongda Department" is almost "lying down."

However, the change is always suddenly and simple. Recently, courier platforms and enterprises such as Cainiao Station, SF, and JD.com announced that they would deliver the goods on -site services. It is very exciting that this time the express platform and express delivery companies are keen to deliver the goods is not a gimmick, but to act on the ground. They not only push the coverage of this service, but also promise to subsidies if they are not in place in place. Or compensation, attitude is very resolute.

The attitude of express delivery companies to "delivery of the goods" has changed rapidly, as if this is not difficult at all.

Data diagram picture is provided by the picture network

"Delivers" roll up

The express industry that is closely related to people's lives has never lack of attention, and this popular topic is "delivery to the door".

Express delivery is a service industry. The customer experience is very important. However, for a long time, e -commerce express is trapped in low -priced competition in the quagmire. Even if the relevant companies have realized that they can't play at low prices, they cannot be completely "ashore" for a while. Under the low -cost strategy, the cost is still more important than everything, which is destined to take time -consuming "delivery" services. Just last year, the service was still treated as a hard bone, and no one was willing to slap. But today's six months later, the wind direction mutations. For a while, "delivery to the door" became fragrant, and express delivery companies started to fight.

The first action was the Rookie Station of Alibaba. At the end of July this year, Cainiao announced that the "home delivery" service is the focus of work this year, and it will take a variety of ways to push it to land. Immediately, Cainiao began to add the "home delivery" service of Cainiao Station, and the proportion of on -demand delivery services for outlets across the country also greatly increased. Not only that, Cainiao also applied for a "rookie delivery door" trademark on August 23 this year, as well as design, technology research and development classification trademarks related to the delivery of the goods.

In fact, in the field of "delivery", rookie has already begun to explore. Two years ago, when the contradiction between "delivery to the door" was prominent, the rookie proposed to provide "delivery of the goods on the door, not required" service for Tmall supermarket at the domestic rate, and then popularized to Tmall Taobao orders.

SF, who was quite experienced in the door -to -door door, also smelled "fragrance", and his shot was fast and accurate. On September 5 this year, SF Group announced that the "do not come to the door, commitment must be paid" in 50 cities across the country. It is reported that in the pilot cities of this measure, if the SF courier has not approved the consent of the recipient, it cannot be delivered at the standard at the standard. The recipient can give SF's feedback from multiple channels such as SF customer service hotline, online customer service or satisfaction evaluation Essence After the customer service is verified, the recipient can get a 5 yuan customer experience to ensure the red envelope. The red envelope can be deducted directly when placing an order.

In front of the new market cake, who can be indifferent? The "Tongda Department", which once "lying down", couldn't hold back, and began to shake in the face of market demand. In addition to the plus layout of SF and Cainiao, some express delivery companies are also in their own high -end services, highlighting the special services such as the priority, the delivery of the goods, and the delivery on demand.

E -commerce companies set up tables

Express delivery does not come to the door. It has made consumers complaining and complaints. There are many appeals to the industry. The management department's explicit regulations are urged to continue, and they can still not take a key step in "delivery". Today, what happened to this once "chicken rib", what happened?

Many times, the trend of the express delivery industry is closely related to the e -commerce industry, and this time is no exception.

"No delivery to the door, what is the significance of online shopping?" "Jingdong or Vipshop" ... On social platforms, some netizens have dissatisfaction because the courier does not deliver the goods. Although the practice of changing to other e -commerce platforms because the courier does not deliver the goods is not universal, there are indeed many people's online shopping interests have been affected by not delivery. At this time, the e -commerce platform and merchant couldn't sit still.

At present, the e -commerce industry has passed the period of demographic dividend, the industry growth pressure is relatively high, and the competition is extremely fierce. Therefore, the current e -commerce industry has begun to work hard in the service experience, thereby strengthening customer stickiness. The "last mile" express service is the best and most direct experience service, and e -commerce platforms also attach great importance to the service experience of this link. In this context, the "home delivery" that has attracted much attention was selected by the e -commerce platform as the starting point for the competition for service competition.

Compared with the original relying on courier companies, this time the e -commerce platform has begun to set up a "delivery door".

As we all know, the relationship between Cainiao Station and Tmall Taobao is unusual, they belong to Alibaba Group. Initially, Cainiao's cutting into the express delivery market was to manage the express delivery link and better serve the e -commerce business. Today, the "delivery door" pushed by rookie is to improve the "last mile" service experience of the e -commerce business. Its heavy funds invested in the real investor is Tmall and Taobao. According to a reporter from China Business Daily, Tmall Taobao will subsidize the online shopping parts on the platform through Cainiao Station. For example, in the Beijing market, a courier part can be subsidized by up to 1.5 yuan. Douyin e -commerce also noticed the industry's trend and quickly added a fire. Last year, Douyin's internal test "Yin Zun Da" service was later evolved into "sound needs". Delivery on demand was a highlight of the service. The "sound needs" aims to reduce the return rate and complaint rate caused by logistics reasons, help merchants improve the level of logistics services, and increase user repurchase rate to a certain extent. According to the service terms, in terms of charging standards, businesses using Zhongtong, Yuantong, and Yunda need to pay 0.8 yuan/order, while merchants using SF and JD.com need to pay 0.01 yuan/single. If the merchant binds the "sound to reach", the specified logistics service provider performs the contract when it is shipped, and it will be punished by 10 yuan/single. In addition, the end does not perform according to the standard, leading to consumers dissatisfaction and complaints. The platform pays 10 yuan/single coupon to consumers.

Tmall Taobao and Douyin are important e -commerce customers of express delivery companies, and the needs of customers are naturally valued. Just after the e -commerce platform clearly expresses the needs of "home delivery", courier companies are like competitions, no longer complaining, and they have displayed the ability to "home -to -door". With many years of "delivery" service that has troubled consumers for many years, under the intervention of the e -commerce platform, it is about to take shape.

User is a detector

Nowadays, there are more and more courier companies that have opened the rookie station of "Home Delivery". It is the most critical to send the courier to the door and get the recognition of users.

"Delivery on the door" is time -consuming and laborious. Under the circumstances that the current courier's salary assessment mechanism has not changed, it is not as simple as talking. At present, the main practice of the express delivery industry is "on -demand". If the smart customer service of the courier company will call in advance to ask the express service needs: "Your express delivery has arrived at the service station, if you need to deliver the goods, please press 1, please put it at the courier cabinet or the collection point." Many users are well received.

People in the industry believe that the opinions of users are soliciting users in advance, and express delivery is delivered according to actual needs. Although many courier companies have been promoting "on -demand", there are still some problems in the final landing process: Obviously users have chosen the "delivery door" service. ; There are also some end staff who do not want to "delivery to the door" but want to get subsidies. In the end, false delivery, damage the rights and interests of both e -commerce platforms and consumers.

Express companies and platforms have already expected these issues, trying to further improve in the management link, establish a user return visit mechanism -send information or call through smart customer service to ask the courier to come to the door. If the customer complains the station or the courier brother does not deliver the goods as required, the corporate investigation will be punished and the parties and outlets will be punished.

But users' supervision and complaints are also risky. For example, some netizens feedback that after their own complaints or courier did not deliver the goods, their personal information was leaked and suffered "cold violence". Some posts even said that they would no longer receive user fast pieces of complaints.

Ideal is full, the reality is very skinny. Taobao Tmall obviously gave the Cainiao Station subsidy. The Douyin merchant who chose the "Home Delivery" service also paid the corresponding fee. The courier companies are also increasingly perfect in the management link, but the "delivery door" service is during the landing process. There are still many uncertainty.

The annual e -commerce shopping festival "Double 11" is coming, and e -commerce platforms and many businesses have begun to prepare for war. The number of courier orders will usher in a new outbreak. Is it better if the "Double 11" service of "Double 11" this year?

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