-
A Better Shopping Experience
As a silk product company, we enhance the consumer experience of silk culture in our offline stores through interactive displays of sericulture culture and creative product arrangements. By infusing our products and brand with rich cultural elements of sericulture and silk, we aim to foster a shared appreciation of their cultural value among consumers. Silk products, as symbols of Suzhou, possess a strong regional cultural identity. We are strategically opening stores in tourist destinations and trendy spots to cater to consumers looking for souvenirs during their travels, providing them with culturally infused products.
Refined Service Process
Adhering to "customer satisfaction" as our service mission, we are devoted to refining our customer service framework, positioning it as the cornerstone of our customer service team's ethos. We pay close attention to the needs and desires of our customers at every stage, dedicating ourselves to providing a premier shopping experience. We provide tailored services to customers on various platforms and have enhanced our professional systems to better support our customer service team.
-
389,894
Online customer service interactions: approximately
-
20.32
Average response time: 23.32 seconds
-
88%
Customer satisfaction rate:
-
Knowledge Sharing
We provide detailed tips on the washing, maintenance, and storage of silk products, allowing consumers to gain insight into silk usage at every step.
-
Targeted Services
We match customer service personnel according to the nature of online platforms, ensuring timely responses to customers' needs and enhancing service satisfaction.
-
Upgraded Experiences
With the support of our professional channel system, we boost processing efficiency and enhance customer experience by accurately monitoring orders during and after the sale, responding more promptly, and ensuring quicker logistics follow-up.
Responding to Customer Appeals
The Company has established the Taihu Snow Customer Complaint Handling Management Procedures, which outlines the control process for handling customer complaints, guaranteeing timely and efficient resolution to boost customer satisfaction. Complaints arising from offline stores or e-commerce platforms are addressed by engaging with customers through sales staff, store managers, or respective channel customer service and managers. This engagement aims to grasp the customer's concerns, analyze the root causes of complaints, and establish relevant corrective measures, with compensation provided where required.
Complaint Handling Procedure
-
Listening to Customer Feedback
The personnel responsible for answering calls or receiving customers are tasked with explaining and apologizing to the customer, as well as recording the details of the complaint.
-
Timely Reporting of Complaints
Address relevant incidents, propose solutions, and seek feedback from customers.
-
Addressing and Enhancing Service
Promptly update customers on the progress of their complaints and enhance service quality.
-
Number of customer complaints: 500
-
Customer complaint handling rate: 100%
-
Complaints related to customer privacy infringement and data loss: 0
Information Security
The Company respects and protects customer information and privacy, adhering strictly to the Cybersecurity Law of the People's Republic of China, the Data Security Law of the People's Republic of China, and the Personal Information Protection Law of the People's Republic of China, among other legal statutes. This commitment has led to a clear definition of roles, responsibilities, and authority related to information and privacy security. We have established a Customer Information Confidentiality Management System, and implemented classified management of customer data with different confidentiality levels. Assigned individuals are responsible for the safekeeping, approval, transfer, and disposal of customer information. Furthermore, the system specifies accountability and penalties for incidents involving the leakage of customer secrets.
Comprehensive Information Security Protection
On the Technical Front
- Firewall and Security Software: Equip and maintain firewalls and security software, including intrusion detection and antivirus programs, to protect against malware and cyber attacks.
- Strong Password Policy: Implement a strong password policy, mandating employees to use complex, regularly changed passwords, and prohibiting password sharing.
- Data Encryption: Secure sensitive data with encryption during transmission and storage to prevent unauthorized access.
- Regular Backups and Recovery: Conduct regular data backups, and test and verify the recoverability of backups to address data loss or system failures.
On the Hardware Front
- Physical Security Measures: Implement physical safeguards for server rooms, data centers, and essential equipment, such as access controls, surveillance, and alarms.
- Equipment Management and Upgrades: Routinely inspect and upgrade the operating systems, firmware, and drivers of hardware devices to address known security vulnerabilities.
On the Employee Awareness Front
- Security Policy Implementation: Craft and enforce explicit security protocols, including rules on remote access, data sharing, and password management.
- Safety Awareness Initiatives: Organize regular activities about safety awareness to enhance employees' understanding of and response to safety risks.
Responsible Marketing
-
The Company actively embraces the concept of responsible marketing, ensuring full protection of consumer rights. In terms of product information, the Company complies with legal regulations such as the Product Quality Law of the People's Republic of China and the Provisions on Indicating Product Identification, ensuring products are properly labeled. This ensures that consumers are provided with clear and comprehensive information about the products, including ingredients, standards, grades, and washing instructions, making it easier for them to make informed decisions when selecting and using products.
In its marketing and communications, the Company rigorously adheres to the Advertising Law of the People's Republic of China among other legal frameworks, and has established the Taihu Snow Responsible Marketing and Advertising System. This policy ensures that all disseminated information is truthful, accurate, and comprehensive. It includes a protocol for the release of information to the public, standardizing the process for publishing, amending, and removing information with a clear registration and review process. It specifies the themes, content, dissemination methods, and authorizers of the information, further enhancing the management of the Company’s advertising and marketing efforts.
For e-commerce and live-streaming activities, we train hosts and sales staff to give consumers in-depth presentations about the products' materials and craftsmanship and provide clear product images and videos for a better understanding of our products.
