As a new consumption mode, community group buying has the characteristics of fast, convenient and cheap, and is favored by many consumers. But at the same time, there are also some problems in community group buying, such as "cheap things are not beautiful" and low after-sales service level. In this regard, Guangxi Consumer Council suggested:
Improve the quality of goods and enhance consumer trust.
Community group buying platform should not rely too much on price war, and the core key to the sustainable and healthy development of community group buying is to pursue the quality of goods and the reputation of consumers. It is suggested that the community group buying platform should pay attention to the selection of goods with qualified quality from the source, especially to strengthen the quality control of fresh goods; It is necessary to strengthen the publicity and quality supervision of goods in the platform, replace the propaganda photos that mislead consumers, and take off fake and shoddy goods and "fake goods" in time to provide consumers with an efficient, convenient and safe shopping experience.
Improve the service standard of community group buying leaders and stimulate consumption potential.
The role of "team leader" in community group buying is very important, providing consumers with the whole process of community group buying and shopping services, such as online recommendation of goods, offline storage and delivery, after-sales service and so on. The service level of "group leader" in community group buying determines the level of consumer satisfaction. It is suggested that the community group buying platform should organize regular training for "team leaders" to improve their comprehensive service ability; Improve the service standard of "group leader", build a demonstration site of "group leader" standard, expand the influence of "group leader" and enhance the reputation of community group buying platform.
Improve the after-sales service level of community group purchase and optimize the consumption experience.
The community group buying platform should provide a more friendly user interface and operational guidance for middle-aged and elderly people, and improve consumers’ experience. In view of the single after-sales service channel for consumers’ feedback, and the refusal to return goods and refund, it is suggested that the community group buying platform sort out the list of consumer feedback questions in after-sales service, strictly implement the after-sales service requirements of online goods, improve after-sales service consultation, and increase online manual customer service to provide effective after-sales service in time. It is necessary to improve the after-sales service norms of community group buying and introduce characteristic after-sales service commitments, such as introducing commitments higher than laws and regulations in the "return and exchange regulations". It is necessary to improve the after-sales service system, realize the seamless connection between online after-sales service and offline "team leader" service, and meet the after-sales needs of consumers.
From "good quality and low price" to "reasonable quality and price", only buy the right one.
Consumers are advised to choose a community group buying platform with high product quality, high credibility and good after-sales service for consumption. We should consume rationally, while enjoying the convenience brought by the new consumption format, we should change from pursuing "good quality and low price" to pursuing "appropriate quality and price" When consumers encounter commodity quality problems, they should not pursue them without thinking that the losses are not great. They should use legal means to protect their legitimate rights and interests and prevent more consumers from being infringed on their rights and interests, so as to urge community group buying platforms to improve the quality of goods and service levels, and constantly improve their sense of gain in consumption upgrading.