momo operates through multiple channels including television, internet, catalog, and mobile shopping (App), providing a variety of products and services to meet consumers' daily needs. We have created a convenient and comfortable shopping platform, dedicated to providing innovative and convenient service quality. After an order is placed, we offer thoughtful services such as fast delivery and 24-hour customer support to create the best consumer experience.
Diverse Innovative Technologies and Services
In the context of rapidly changing customer demands and shopping behaviors, momo has been enhancing shopping convenience by continuously advancing and innovating our user platform from the consumer' s perspective. This includes improvements in streaming media technology, home delivery services, and third-party payment systems. Facing the challenges of digital transformation in distribution channels, momo centers on customer satisfaction by offering convenient services through diverse methods and enhancing website product search technology, leveraging technological capabilities to deliver a superior shopping experience. The following are the innovative features implemented in 2024:
Customer Service Quality
momo is committed to creating a high-quality consumer experience. The 2024 momo Consumer Demand Insight Research Survey results indicate that consumers who choose momo as their primary daily online shopping platform (sample size: 456) gave an average score of 88 for overall satisfaction with momo, ranking it first i n the industry.
Digital Transformation and Talent Development: Building Efficient Text Services
With the acceleration of digitalization trends and the increasing demand from customers for convenient and efficient services, momo launched the Specialist Text Service Capacity Expansion Project in 2024, serving as a crucial foundation for the transformation into a primary text-based service. The plan includes the following key points:
• Specialist Training Enhancement:
We have initiated professional training for frontline employees, aiming to increase the training participation rate from 48% to 60% by 2025. Courses cover fundamental communication skills in writing, helping employees to address consumer needs more flexibly and promptly, thereby further enhancing customer satisfaction.
• Service Model Upgrade
Actively promote the integration of text services and self-service, not only enhancing service quality and efficiency but also meeting the diverse needs of consumers in different contexts.In 2024, the usage rate of text services has increased to 11.2%, while self-service has consistently achieved 61.8%, becoming the primary mode of service. These results demonstrate the effectiveness of digital transformation, significantly reducing consumer wait times and lowering operational costs.In the future, we will continue to deepen professional training and technological application to achieve comprehensive service upgrades, thereby helping the company maintain a competitive advantage in the digital era.
Smooth Service Channel
momo offers the most diverse service channels among Taiwan' s retail platforms to adapt to the omnichannel era, where consumers operate across multiple devices, and to meet consumers' needs for professional and real-time customer service at any time. To ensure that all requests are properly handled, when a consumer contacts the customer service center, the system automatically records and assigns the case to the responsible unit. Cases are routed according to the type of inquiry, accompanied by an "urgent case handling" procedure to ensure customer needs are addressed within a specified timeframe. In addition, regular meetings are convened to review case details and develop improvement plans. Depending on the situation, cross-departmental meetings are arranged to refine processing procedures, comprehensively optimizing service quality.
