“Every matter, matters to momo” is our core brand value. We provide products and services that consumers need in their life through a variety of channels, including TV, Internet, catalogs, mobile shopping (App), MOD. We are always putting ourselves in the consumer’s shoes to come up with more innovative and accessible services. The consumer’s shopping experience is important to us. Since the launch of our consumer platform, we've worked to build a simple, convenient and welcoming shopping environment, with fast delivery once an order is placed and other considerate services. momo’s commitment to consumers can be found at every stage and in every link.
We are now in an age where customer needs and shopping behaviors are changing at a rapid pace. In recent years, e-commerce has become a fast-growing sector. To meet expectations when it comes to ease of shopping, we put ourselves in the customer's shoes and continue to refine and innovate our platform with multimedia streaming technology, home delivery services, and third-party payment. Responding to the challenge posed by changes in digital, we are focusing on customer satisfaction and are providing customers with a wide range of convenient services while continuing to refine our website’s product search technology. Our technological prowess is being harnessed to upgrade our shopping experience.
“Service Transition” in the Age of Intelligence
Thanks to the popularity of online devices and the maturity of logistics networks in recent years, online shopping has become a major mode of consumption for modern people.
While providing "quality products" and a "convenient and safe shopping environment" are already a "must-have," how to improve "service efficiency" and deliver a "good consumer experience" has become a priority for momo in 2022. In keeping with the motto "every matter, matters to momo," we have made the "digital customer service experience" a priority, continuously optimizing our interactive interface and expanding our self-service offerings to effectively enhance the intelligent customer service "momoco" operating experience and substantially streamline the handling process to speed up meeting customer needs.
In the 2022 Customer Satisfaction Survey, the "Overall Score" was 83.9 and the "Digital Customer Service" score was 76.1 (up 1.6% from 2021), while scores in other categories remained at a certain level. As the COVID-19 pandemic heated up in 2022, the demand for online shopping for fresh food, household goods, consumer entertainment and other products was boosted by isolation at home, while suppliers and the logistics industry were also affected for the provision of goods. momo stayed on top of developments in the epidemic, refined the service processes and platform functions, and joined hands with suppliers to cater to consumers' needs and act as an anchor for social stability.
Enhancing Digital Services
In response to the growing demand for self-service, momo has continued to inject resources to improve the digital customer service, with a view to furnishing the customers with positive vibes in terms of user experience and response efficiency.
Convenient Feedback Channels
momo has set-up a variety of convenient service channels, including 24-hour customer service hotline, website, e-mail, AI customer service, and customer service chat. We value every consumer’s opinion and respond to 100% of consumer service requests. When a consumer is connected to our customer service center, their suggestions are logged in the system and then forwarded to the units responsible for implementing improvements. They may also be discussed at cross-departmental meetings, if necessary. In terms of tracking and managing service requests made by customers, momo has set target indicators - 7-day closure rate for business matters, 24-hour closure rate for website cases, and 4-day closure rate for major cases. The indicators are periodically examined to ensure that all consumer requests are satisfied. All tracking indicators in 2022 have been completed and meet internal management standards.