Recently, the 2020 Home Furnishing 315 Service Survey Bathroom Industry TOP List was officially released. As the authoritative list of the Home Furnishing Industry 315 Service Survey, this survey lasted for 2 months (2019.12-2020.1), and a total of 18 bathroom brands across the country were surveyed. The surveyed cities include Guangzhou/Shanghai/Beijing/Hangzhou/Foshan and other cities.
The core theme of this survey is "Looking for home service role models". The investigators focused on the exploration of new retail, conducted a comprehensive investigation from online e-commerce and offline store channels, and examined the opening up of the closed loop of online and offline consumption. , Hengjie Sanitary Ware topped the list with a score of 90 points.
OfflineSecret store visit Design plan within 4 hours
In the era of new retail services, terminal store experience is becoming more and more important. This survey of offline stores is divided into six major aspects: store atmosphere, design services, product explanations, after-sales policies, service attitude, and continuous service. The full score is 60 point.
At the Guangzhou store of Hengjie Sanitary Ware, the store’s shopping guide received a group of investigators (the investigators did not identify themselves), and demonstrated the pulse massage function of Hengjie Q9 smart toilet while explaining it, allowing the investigators to intuitively feel the smart toilet Functions and on-site product experience also allowed investigators to remember the brand’s product features.
Real photos taken by investigators at the scene
It is commendable that the investigators arrived at the store at 4 p.m. that day and received the 360° VR panoramic design plan on WeChat at 8 p.m. The renderings combined the floor plan and wall and floor tile colors that the investigators fed back in the afternoon, including Selected products, 4 hours of efficiency exhibitionIt has demonstrated Hengjie Sanitary Ware’s follow-up and continuous service capabilities.
(Commemorative gift from Hengjie shopping guide, ceramic water cup with sealing lid)
The store shopping guide is very enthusiastic and proactive, can patiently answer questions, shows strong communication and understanding skills, and provides positive suggestions from the customer's perspective. Even when the investigator left the store, Hengjie's shopping guide gave a small commemorative brand gift.
In order to enhance the investigators’ sense of security in after-sales service, Hengjie also clarified the charging standards for installation and removal of old buildings and elevators. There is no additional charge for sending and installing the elevator room. The entire smart toilet machine has a 6-year long warranty, and it will be returned after the maintenance period. If you can contact after-sales service, you can call the service hotline or contact us directly via WeChat.
Online customer service provides “instant response” Perfect channel construction
Back to the online investigation, the investigators started with Hengjie Sanitary Ware’s WeChat public account, Tmall flagship store, etc., and found that its online channel information construction is relatively complete, and the store can be intuitively queried from these two channels address.
(Hengjie WeChat customer service quickly provides store information)
Unlike some brands’ online replies, Hengjie Bathroom’s online consultation customers can receive almost “instant replies”. In particular, Hengjie Bathroom’s WeChat customer service directly provides store addresses and contact information, unlike many brands. to the query link.
Online + offline integration Requires full coverage of services
From O2O to new retail, consumers are increasingly calling for online and offline integration, and the integration of the two channels is also the general trend. In this regard, Hengjie Sanitary Ware’s store shopping guides and Tmall customer service are responsible for online and offline products.The level of understanding is outstanding. After the investigators provided the store's smart toilet to customer service, they promptly provided the corresponding product link.
For the bathroom industry, with consumption upgrading and changes in market consumer subjects, a series of new consumer demands such as personalization, emphasis on service, and emphasis on experience are also driving changes in the service system of bathroom brands.
It is understood that due to the impact of the COVID-19 epidemic this year, most of the offline stores of sanitary ware brands have closed. In order to help every family use home and bathroom products normally without leaving home during the epidemic prevention period, Hengjie Group has organized professional forces to launch "Hengjie Online-24-hour remote bathroom dispatching" for all families across the country starting from February 2, 2020. "Worry Service" provides all-weather free after-sales consultation and remote "worry troubleshooting" services for sanitary ware products (not limited to Hengjie brand products) to the broad masses of the country during the epidemic prevention period who "stick to not going out".
Generally speaking, for Hengjie Sanitary Ware’s online services, the company’s official WeChat/Tmall inquiries were responded quickly, and WeChat even achieved “second reply”; the offline service topped the list with a full score of 60 points, which was the final result. TOP1 laid a strong foundation. In terms of online and offline integration, both offline store shopping guides and online Tmall customer service can answer inquiries about product models and other information from investigators, and even divert traffic to each other. The degree of integration is higher than that of its peers. Even during the epidemic, it quickly launched "Hengjie Online - Bathroom 24-hour remote troubleshooting service" and had the courage to shoulder corporate responsibilities and walk with the country. These multi-dimensional strict inspections made the results of the evaluation even more hard-won and strongly confirmed Hengjie's efforts in products and services are obvious to all and can withstand all-round tests.
(This article is provided by the enterprise)
