Tmall Taobao's "No. 1 Dedicated Line" is in trial operation, providing one-to-one service for merchants' daily operations

Recently, reporters learned from some merchants that Tmall and Taobao are trialing a special "No. 1 Dedicated Line" merchant service program, which is still in the small-scale exploration stage.

According to Liang Jinxuan, a merchant who has joined the No. 1 dedicated line and the operations manager of the Baolun Home Furnishing flagship store in Foshan, Guangdong, merchants can find the No. 1 dedicated line customer manager through their exclusive DingTalk account to solve the daily operational problems encountered by the store in a targeted manner .

He provided a screenshot to the reporter, which showed that the No. 1 dedicated line account manager was serving merchants through DingTalk, and said, " If the store encounters problems later, you can directly find him on DingTalk to help solve them. "

"The No. 1 dedicated line is relatively smooth and effective in solving problems encountered in daily operations." Liang Jinxuan told reporters that after he joined the service, he asked the waiter for help several times on issues such as product release, new categories, and logistics information synchronization . The waiter provided him with detailed guidance and the problems were quickly resolved.

Zhang Xin, the manager of Taishan Original Beer Flagship Store, also told reporters that he had received an invitation from the "No. 1 Hotline" a month ago . "According to statistics, about 70%-80% of daily problems can be solved relatively quickly, and the waiter will actively remind me to pay attention to risks, such as multiple discounts leading to price cuts."

In the past, when businesses encountered problems during their operations , the most basic way to deal with them was to call the official customer service hotline, which generally took a long time . Many businesses said that if they could not get an answer within a certain period of time, they could only solve the problem themselves based on experience.

Zhang Xin also feels that this model has indeed made the connection between merchants and the platform closer. " Confusion in daily operations can be answered in a timely manner, and platform information , industry trends and business strategies can be obtained in a timely manner . "

The reporter learned from Tmall related personnel that "No. 1 Hotline" is a new initiative of Alibaba's Customer Experience Group this year to improve the merchant experience . The team has taken over the functions of merchants, consumer hotlines, online services, etc. The No. 1 Hotline service project will mainly provide merchants with services such as: solving business problems, store risk warnings, and answering questions about marketing activities .

Recently, there have been frequent reports in the market that some tools of Taobao and Tmall are free and have reduced fees, such as Tmall merchants can use deposits, Taobao one-click store opening, and "three treasures and one coupon" are free. These actions are in line with the goal of "optimizing merchant service experience". The No. 1 dedicated line service will actively help merchants make good use of these business tools and improve business efficiency.

Previously, Alibaba stated in a letter to customers and the public that it would continue to introduce a series of measures to lower the threshold for platform operation and reduce platform operating costs, create a more open, fair, efficient and shared platform environment, and better serve small and medium-sized enterprises and the real economy. Among them, improving the service experience for merchants is an important aspect.

Tmall Taobao