Imagine your Douyin shop as a carefully curated display window, filled with attractive products waiting for customers. However, if this window becomes dusty (represented by a low experience score), even the best products will struggle to attract attention. In Douyin shop operations, the experience score serves as that crucial "cleanliness factor," directly impacting your ability to gain traffic.
A low experience score doesn't just limit product card traffic—it also negatively affects live streaming sales and short video promotions. So how can you quickly improve your Douyin shop's experience score to revitalize your store and welcome a surge in traffic?
Three Core Elements for Improvement
Enhancing your Douyin shop experience score ultimately comes down to focusing on three key elements: product experience, logistics experience, and merchant service. These components work together to form customers' overall perception of your shop. Below, we explore each in detail with actionable strategies.
1. Product Experience: Quality Reigns Supreme
Product quality forms the foundation of your experience score and significantly impacts customer retention rates. Key considerations include:
- Remove underperforming products: Immediately discontinue items with high negative review rates, quality issues, or excessive return rates. While these products might generate some sales, their long-term damage outweighs short-term gains.
- Refresh your inventory: Regularly update your product selection by replacing outdated or unpopular items. Use analytics platforms to identify higher-quality alternatives within your category that receive better customer feedback.
- Prioritize quality control: Implement strict quality standards during product selection, focusing on value and reliability. Consider offering select high-value items at competitive prices to boost positive reviews.
2. Logistics Experience: Speed and Communication Matter
Delivery speed significantly influences customer satisfaction. Effective strategies include:
- Select appropriate shipping methods: Choose logistics partners based on product value and customer expectations. Premium items or time-sensitive orders may warrant express services, while standard products can use more economical options.
- Proactive delay management: When shipments face delays, immediately communicate with affected customers and logistics providers. For lost packages, promptly issue refunds and arrange replacements.
3. Merchant Service: Responsiveness Builds Trust
Exceptional customer service enhances satisfaction and reduces negative feedback. Critical practices include:
- Prioritize response times: Douyin emphasizes quick replies, particularly the "3-minute response rate." Prepare templated responses for common inquiries to maintain efficiency.
- Engage authentically: Use conversational techniques, appropriate emojis, and visual aids to create positive interactions that foster customer connection.
- Excel at after-sales support: Address complaints thoroughly and professionally, even when not at fault. Effective problem resolution can transform dissatisfied customers into loyal patrons.
4. Alternative Strategies: Short-Term Solutions
For shops struggling with persistently low scores, temporary measures might include:
- Strategic pricing promotions: Create a dedicated account to promote select low-cost items through live streams. While potentially unprofitable initially, increased sales volume can help elevate your overall score.
5. Sustainable Growth: The Long-Term Approach
While quick fixes exist, lasting success requires continuous improvement in product quality, logistics efficiency, and customer service standards. Maintaining these fundamentals positions your shop for sustained performance in competitive markets.
Elevating your Douyin shop experience score represents an ongoing commitment that demands attention and effort. By implementing these practical strategies, merchants can overcome low-score challenges and position their businesses for increased visibility and sales.