Nov 16, 2020|
JD Turns Focus to Value-added Services
by Kelly Dawson
In late October, Mr. Qin bought seven multimedia teaching systems on JD.com for his tutoring organization in Beijing, at a price of around RMB 30,000 yuan each. Weeks later during JD’s Singles Day Grand Promotion in November, his heart sank to see that each system was now selling for 4,000 yuan less. He feared he’s missed out on a great deal—and worried that his supervisor would be unhappy.
Then he remembered that he had purchased the machines with price protection insurance, and that he was well within the 30-day grace period. He quickly submitted an application on JD, but was skeptical that he would actually receive the refund. When he had attempted to redeem price protection insurance on other ecommerce platforms, he had only received coupons to apply to other purchases.
But as he contemplated this concern, his phone rang: It was the company’s financial department, announcing that they had received a refund of RMB 27,000 yuan. It had been only one minute since Mr. Qin submitted his application.
Mr. Qin’s case is only one example of JD’s increased focus on customer services this year.
Another beneficiary of JD’s customer services during the Singles Day period was Mr. Ma, who purchased a cotton coat from a third party seller on JD as part of the promotion. When he received the coat, he realized it was a bit tight to wear over his favorite lined puffer jacket, a must during the frigid winters of his northern city of Beitun, in Xinjiang Uygur Autonomous Region. He applied for JD’s “free door-to-door exchange” service that ensures door-to-door exchange regardless of where a customer lives—even 30 kilometers away from the nearest JD delivery station, in Mr. Ma’s case.
In order to ensure that Mr. Ma’s exchange went smoothly, a JD courier named Wang Pun rose before dawn on the morning of November 8th. He washed his face with cold water, and set out on a 250-kilometer journey from JD’s sorting center in Beitun to the sales department of the third party merchant that had sold Mr. Ma his coat. Around 1 pm, he arrived at the office—it was the first time the coat company had received such a visit for a customer exchange. Coat in hand, Wang turned around and set off for Beitun. Over the course of the day, he traveled a total of eight hours to ensure Mr. Ma would receive his return within 24 hours of his application for an exchange.
During this year’s Singles Day period, more than 90% of JD’s third party merchants offered the door-to-door exchange service—with ultimate savings estimated to be more than RMB 30 million yuan of freight and 33.6 million hours of waiting time, according to JD Express.
Additionally, JD Express reported that during the Singles Day period, JD’s price protection insurance saved consumers more than 100 million accumulatively, enabling consumers who bought products before the promotion to receive refunds for price differences.
In fact, JD’s value-added services ranked first among all e-commerce companies during the Singles Day period, according to a customer satisfaction survey published by Southern Metropolis Daily, a Guangzhou publication.
During that period JD’s customer service recorded more than 15 million customer service interactions, a development also driven by a rising willingness among customers to pay extra to enjoy value-added services, according to the report.
Dec 20, 2024|
Dada NOW Receives “Leading Restaurant Empowerment Platform” Award at the 10th China Catering Innovation Conference
On December 19, Dada NOW, China’s leading local on-demand delivery platform under Dada Group, was awarded the “Leading Restaurant Empowerment Platform” accolade at the 10th China Catering Innovation Conference in Shanghai. Celebrated for its innovative 4D Service Standards, Dada NOW delivers professional, flexible, intelligent, and customizable services to top food and beverage brands including CHAGEE, KFC, Luckin Coffee, McDonald’s, and Pizza Hut, garnering extensive acclaim within the catering industry.
4D Service Standards
The “Leading Restaurant Empowerment Platform” award honors platforms that provide comprehensive and professional services to restaurant businesses. Leveraging years of experience with leading restaurant brands, Dada NOW has crafted its 4D Service Standards to effectively address delivery challenges and enhance service quality. These standards include:
- Dedicated: Integrated solutions for warehousing, picking, and delivery.
- Dynamic: Tailored delivery solutions for diverse vendor scenarios, including store-stationed and crowdsourced rider options.
- Data-driven: Efficient data management systems utilizing AI technology for order dispatching, fulfillment timeliness, and quality inspection.
- Designable: Customized services for large supermarkets and restaurant merchants to bolster brand value.
Fast and Accurate Delivery
In the fast-paced food delivery sector, Dada NOW’s survey data indicates that 63% of brand merchants and consumers expect timely delivery, 21% prioritize location accuracy, and 9% value punctual pickup. Dada NOW completes delivery in as quickly as 9 minutes, with a 99.5% on-time completion rate and a 98% accuracy delivery rate. Real-time order matching is achieved in as fast as 0.3 seconds, ensuring fast and accurate service.
Unlike delivery providers that only focus on a single merchant type, Dada NOW provides both supermarket and restaurant deliveries. The differing peak times between these sectors allow for capacity complementation, enhancing efficiency and reducing costs. With a nationwide network of over a million riders and an industry-leading on-demand delivery model, Dada NOW has executed over 900 million route plans, swiftly allocating resources during peak periods such as lunch and dinner rushes, new product launches, and promotional events.
Customized Solutions for Merchants
To meet the strong customization needs of brand merchants, Dada NOW can offer bespoke services for each store, integrating its delivery capacity, products, and technological solutions. A notable example is the partnership with Sam’s Club, for which since 2017 Dada NOW has developed customized solutions in delivery capacity models, co-branded equipment, rider training, and system integration. This collaboration has achieved nearly 100% coverage of customized rider equipment such as helmets, uniform and delivery containers, and provides excellent customer service experiences. This highly effective collaboration demonstrates Dada NOW capabilities that are also transferrable to the restaurant sector.
Luckin Coffee, a long-standing partner of Dada NOW, exemplifies the high standards in the coffee and tea beverage sector, achieving a “30-minute delivery rate of 99.9%” to maintain peak freshness delivered to customers’ doorsteps. Dada NOW’s flexible rider network effectively manages peak demands and large order volumes during product launches and promotions through an intelligent order dispatching system, ensuring optimized delivery routes and careful handling to prevent issues like coffee spillage. Since 2023, this partnership has earned Dada Now several accolades from Luckin Coffee, including the “Best Strategic Cooperation Award” and “2023 Outstanding Delivery Partner,” with rider Tu Yanping being recognized as one of four “Annual Gold Riders” nationwide.
Dada Group operates two core businesses: JD NOW, formerly known as JDDJ, an instant retail platform, and Dada NOW, a local on-demand delivery service. Leveraging its extensive crowdsourced delivery network of millions of riders, Dada NOW provides a comprehensive service system open to merchants and individual senders across various industries and product categories. The company’s two platforms operate independently and collaboratively.
(vivian.yang@jd.com)
Dec 13, 2024|
JD.com Targets 5 Billion RMB with Chilean Product Partnership as 2024/25 Season Cherry Sales Launch
On December 12, JD Super, the supermarket division of JD.com (also known as JINGDONG), launched the Chilean Specialties Festival and kicked off 2024/25 Chilean cherry sales with the recent arrival of the first “Cherry Express” ship in China. In a ceremony attended by the Chilean Ambassador to China, H.E. Mr. Mauricio Hurtado, JD Super signed a strategic cooperation agreement with Chilean brands, aiming to achieve 5 billion RMB in sales of Chilean products, including cherries, wine, and salmon, over the next three years.
The sea-freight Chilean cherry sales launch event was officiated by Ambassador Hurtado, Chao Junwen, Secretary-General of the China Chamber of Commerce for Foodstuffs and Native Produce, and Juan Latife, General Manager of Garces Fruit China, Chile’s leading cherry exporter.
Through large-scale direct sourcing, JD’s procurement team has reduced the import costs of Chilean cherries, offering consumers prices that are approximately 15% lower than those on other e-commerce platforms for the same grade and size.
To ensure quality and proper grading, JD Super has introduced a caliper offering this season. Each box of cherries comes with a caliper that allows consumers to accurately grade the fruit and ensure they have received high-quality Chilean cherries.
Since late October, JD’s online channels and its 7Fresh omnichannel supermarket chain have been selling the season’s air-freight Chilean cherries. This product offering, which has been met with enthusiasm from Chinese consumers, is supported by JD’s extensive national cold-chain logistics network and instant delivery services that can deliver orders within 30 minutes, making it easy and affordable for users to enjoy the early batch of Chilean cherries.
“This large-scale procurement cooperation will allow JD Super to continue leveraging our strong supply chain capabilities and work closely with Chilean partners to offer a wider variety of Chilean products at competitive prices and services to Chinese consumers,” said a spokesperson of JD Super.
(vivian.yang@jd.com)
JD.com Accounts for 30% of China’s Home Appliance Market During Singles Day
