A Study On Strategies For Improving Customer Service Quality Of M Company’s E-commerce Platform

With the wide application of Internet technology,the development momentum of e-commerce in China is unstoppable.Its rapid development has played an extremely important role in driving innovation and entrepreneurship,promoting economic transformation,and upgrading of consumption patterns.In the increasingly fierce ecommerce competition,high-quality customer service plays a more and more important role.All e-commerce service providers are committed to providing more professional services for their customers.In this digital first world,e-commerce customer service is not only a good thing,but also a prerequisite for success.Service quality is crucial to brand loyalty for 95% of consumers.This paper takes M company’s e-commerce platform as the research object and takes the customer service quality of the company’s e-commerce platform as the research problem.First,it starts from the macro environment,analyzes the development trend of e-commerce services from the political,economic,social and technical levels,and discusses the business scope,advantages and disadvantages of competitors as well.Based on domestic and foreign research results on e-commerce service quality,and the involved theories contain 5 Gap model and SERVQUAL model.Then designs a strategic questionnaire to improve the customer service quality of e-commerce platform for M company.After that,the analysis confirms the feasibility of the questionnaire.Finally,through quantitative analysis of the collected data,five key issues affecting the customer service quality are identified as(1)Responsiveness: slow response speed and low communication efficiency;(2)Guarantee: lack of good professional knowledge and communication skills;(3)Empathy: customer service representative lacks empathy towards customers;(4)Reliability: customers have low trust in customer service representatives;(5)Tangibility: complex navigation,slow response of website and product price.Through the analysis and research of these influencing factors,a new set of e-commerce platform customer service quality improvement scheme is designed for M company.This paper formulates an implementation plan based on the promotion strategy,analyzes the key and difficult parts that may be encountered during the specific implementation,and proposes the corresponding safeguard measures.It makes an indepth study on the customer service quality of M company’s e-commerce platform.The purpose is to enhance the core competitiveness of M company by improving the customer service quality,then building an outstanding e-commerce platform integrating high quality service.At the same time,it also provides a valuable reference for the healthy development of the entire e-commerce industry and provides a guarantee for the smooth promotion of enterprise digital transformation in the country as well.