Sep 8, 2020|
JD Super Predicts Annual Sales of over RMB 800 Billion Yuan in 2023
by Rachel Liu
JD Super, JD.com’s online supermarket, announced that it expects to achieve annual sales of over RMB 800 billion yuan in 2023 during a virtual press conference for 9.9（September 9th ） JD Super Festival, which marks the founding of JD Super. During the virtual event, JD Super also launched its “TOUCH +” strategy that focuses on omnichannel expansion, which involves integrating the different ways people enjoy shopping—online or offline
“This year COVID-19 has brought many challenges for the offline economy, but it has also brought opportunities for omnichannel development,” said Carol Fung, president of JD FMCG Omnichannel. “We hope to take this opportunity and focus on the essence of retail, which is about cost, efficiency and customer experience. We’d like to help customers buy any products they want in all kinds of scenarios, and continue to work with our partners to achieve growth.”
Last year, JD Super launched an earlier version of the strategy called “TOUCH,” focusing on targeted customer operations, omnichannel solutions, unique products, competitive prices and holistic marketing. During COVID-19, JD Super’s reliable service and ability to deliver high-quality products were recognized by consumers and brand partners.
This year, JD Super has upgraded the strategy to “TOUCH +”, which aims to integrate offline and online products and services to serve customers’ needs better, optimize the supply chain capability, reach customers through omnichannel marketing with more targeted customer operations.
JD.com began to develop the omnichannel fulfillment program in 2019, which is a supply chain innovation program that leverages offline retail outlets located near customers to directly deliver orders made on the e-commerce site—an innovation which in many cities has resulted in 29-minute delivery.
The program now covers 216 cities in cooperation with over 300 retailers, 1 million offline stores including chain supermarkets, pet stores, liquors stores, grocery stores and more.
Now, the data from that program is being used to develop a digital product that can help brand partners understand customer profiles and sales performance in different areas, which can help brands provide more targeted marketing campaigns and customer operations.
Additionally, with years of experience in building supply chains, JD Super has been able to build a smart, integrated supply chain middle platform, ensuring that it can source the most suitable products for customers. What’s more, JD Super can work more closely with the brands, industrial belts and factories to design more products based on customers’ different preferences.
When it comes to marketing, the omnichannel approach enables JD Super to break the barriers of channels and categories, to leverage all kinds of online and offline scenarios and reach customers repeatedly, to improve the effect of marketing campaigns.
“Omnichannel has become a trend for the whole retail industry,” Ping Zhao, vice president of Academy of China Council for the Promotion of International Trade said. “The efforts that JD Super is making on ominchannel enables customers to enjoy the same level of products and services whether they’re shopping online or offline.”
Brands will enjoy a more holistic picture with detailed customer profiles and shopping preferences, which can boost their ability to serve customers well. Additionally, JD Super can leverage big data to achieve targeted marketing both online and offline, and use C2M to discover customers’ needs and develop new products.
“Omnichannel will not only provide customers with a better shopping experience, but also help brands embrace the trend of digital transformation,” Zhao said.
Apr 29, 2024|
JD.com Teams Up with Brands to Launch “Trade-in Alliance for Household Appliances and Home Goods”
JD.com recently announced the “Trade-in Alliance for Household Appliances and Home Goods” in collaboration with over 100 renowned brands. This initiative, unveiled on April 27, aims to expand and enhance trade-in services across China and has already been successfully implemented in 20 provinces and cities.
The Trade-in Alliance allows consumers to access JD’s trade-in services for an extensive range of products, covering over 200 subcategories including TVs, refrigerators, washing machines, air conditioners, and more. The initiative caters to a growing demand, with more than 16 million users leveraging JD’s platform since 2023 to exchange their old household items for new ones. This represents a 200 percent increase in first-time users year-on-year.
To further enhance the customer experience, JD.com has introduced the “Three Free & Four Unlimited” trade-in service. This service includes complimentary door-to-door pickup, disassembly, and handling of old goods. Additionally, it places no restrictions on the trade-in items regarding their original purchase channel, brand, age, or condition. With just four simple clicks on the JD app, users can receive generous discounts from their old goods and enjoy the convenience of JD’s one-stop trade-in services.
JD.com also utilizes its logistical strengths to extend these services to even the most remote areas of China. For instance, customers living in Tibet at an elevation of 4,300 meters can now easily access JD’s trade-in options, including doorstep delivery and recycling of old appliances.
The Trade-in Alliance is built on six foundational pillars: service capabilities, brand support, marketing initiatives, industry chain synergies, omni-channel development, and category cooperation. By fostering closer partnerships with leading brands in the household appliance and home goods sectors, JD.com is setting a new standard for hassle-free trade-in services, offering unparalleled convenience and value to consumers nationwide.
Apr 22, 2024|
JD.com Debuts AI Digital Representative of Founder Richard Liu During Livestream, Drawing 20 Million Views in Under One Hour
During a livestream on April 16th, JD.com introduced an AI digital representative of its founder, Richard Liu (Qiangdong Liu), nicknamed “procurement and sales manager Brother Dong (采销东哥).” Liu appeared in both JD Home Appliances and JD Supermarket’s livestreaming rooms, attracting over 20 million views within the first hour and generating RMB 50 million in sales throughout the entire livestream.
The digital representative almost perfectly replicates Liu’s facial expressions, body language, gestures, and voice, capturing even the subtlest movements of his fingers. Behind this technology is JD Cloud’s ChatRhino, an advanced large language model (LLM) that brings the avatar to life.
Behind the Technology
The LLM precisely mirrors Liu’s distinctive expressions and movements, naturally weaving in his occasional finger twiddles while he speaks, accentuating points with hand gestures, and adding nods at just the right moments for emphasis, creating a natural and authentic representation. Perfecting the voice proved to be a greater challenge. Those who have heard Liu speak are well-acquainted with the distinct inflections of his Suqian accent—a characteristic touch from his small-town roots in Jiangsu province. Observers will note the brisk pace of his speech, lighter enunciation, and his tendency to meld words in a seamless flow. His “sh” sounds carry a nasal quality, and he often addresses people as “brothers” to boost morale.
While programming the standard Mandarin dialect is relatively straightforward, teaching the AI to adopt the nuances of the Suqian dialect and Liu’s unique vocal patterns required a precise level of customization from the ChatRhino LLM. For example, the LLM had to provide accurate judgments on when to introduce the nasal tonality or the specific moments to merge words, ensuring the AI’s linguistic output mirrored Liu’s signature speaking style authentically.
Beyond replicating vocal characteristics, the AI’s voice must also be suitable for the casual, dynamic atmosphere of e-commerce livestreaming, such as adopting colloquialisms like “xiong di men” — a phrase comparable to “folks” or “guys” in English — to create a friendly rapport with the audience. JD Cloud’s ChatRhino team fine-tuned the model to focus on sociable nuances. The initial dataset for the LLM consisted predominantly of Liu’s formal speeches—spirited and compelling, yet too ceremonious for the interactive world of livestreaming. To cultivate a more congenial and approachable persona, the team utilized Liu’s recent casual conversations as the primary source material, rich with personal anecdotes and travel tales. This approach shaped the AI’s voice into one that is that is not only natural and approachable but also genuinely engaging for the end user.
As a fully self-developed technology product of JD Cloud, the ChatRhino Digital Representative solution has already served over 4,000 brand merchants, contributing to a 30% increase in order conversion rate during idle hours and helping merchants reduce livestreaming costs, enhance operational efficiency, and optimize user experience. Equipped with 50,000 hours of voice data, this technology enables digital representatives to intelligently adapt to various livestreaming styles dynamically.
The AI is also adept at managing 70% of routine live chat inquiries autonomously without any manual intervention, while also optimizing its responses with a self-improving algorithm. For instance, digital representatives can autonomously fields questions using product details and scripts, and post-livestream, and assimilate new information. Mirroring the acumen of seasoned sales professionals, it boasts a 90% accuracy rate in offering tailored product recommendations when solicited by customers.
The recent introduction of a cutting-edge livestream control console serves as the “brain” for the digital representative solution. It diligently monitors real-time inventory, adjusting the showcased products in the livestream and tailoring the script to ensure relevance—sidestepping items that are out of stock and spotlighting those in high demand. It also gauges and fine-tunes the frequency and style of interactions based on live audience engagement. With this advanced platform, businesses managing multiple livestreams can effortlessly operate thousands of sessions concurrently via cloud services, bypassing the need for intricate local setups. This innovation yields a substantial cost reduction of 30%.
Human-Machine Synergy
The intention behind digital avatars is not to outshine or compete with human talent but to harness the potential of technology to work in concert with livestreamers, maximizing overall growth. Essentially, the digital representative solution serves as a tool for brands and merchants to leverage long-tail traffic once real livestreamers conclude their broadcasts. JD’s analytics indicate this strategy can boost order conversion rates by 30% during off-peak hours, such as late into the night.
Digital representatives also excel in specific product categories that require detailed explanations, such as health products like nursing beds, electric wheelchairs, and oxygen concentrators. The solution can provide constant, round-the-clock guidance, adding substantial value to livestreams when traffic is typically lower.
Last week, JD.com announced an investment of one billion yuan into video content creation. This investment underscores JD’s commitment to leveraging the power of short videos and livestreams to transform the online shopping experience for its users and create new growth avenues for brand merchants.
Hainan Farmers Sold 10 Tons of Fish in Two Days with JD Fresh
