Submitted by: Submitted by yonita
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Words: 2193
Pages: 9
Category: Business and Industry
Date Submitted: 12/13/2011 08:56 AM
The Custom Care Analysis of Taobao
I. Introduction
Taobao, find my favorite. That’s the slogan of Taobao, the most popular online retailer in China. Taobao was built in May, 10th, 2003 and invested by Alibaba Group. It uses the methods of B2C and C2C to provide service during the years. EBay and Amazon may be something very hot in foreign countries while in China Taobao is the first idea when we say online shopping, that’s the real hottest.
With no doubt, to do customer care well can be the most important key to satisfy customers for gain benefits in whatever any business. This report is going to analysis the customer care strategy and related actions of Taobao, then come up with a little problem for it at present and try to give some advice.
II. Findings
1. Basic Information of Taobao
Amazon is one of the first companies to play e-commerce online in the world while m18 is the first one to operate online retailer business in China. Obviously, Taobao is not anyone of those two names, but it changes the Chinese’s minds of shopping from going to the shopping to taking it online and receiving the goods at home. In addition, nowadays, Taobao is not just a place to buy one or two clothes; people can buy anything on it even a flush toilet or pay your utility bills.
There’re also many famous online retailers in China, such as Joyo, VANCL, and 360Buy and so on. But they are quite different from Taobao because they sell goods to people by themselves and all their customers are the people who buy their goods while Taobao is more like an intermediary, because it doesn’t sell something directly, it just helps sellers and buyers make the deal.
Thus, not the same as the traditional concept, both sellers and buyers are customers of Taobao. And then, as a result, the customer care of Taobao is going to meet both seller’s and buyer’s needs, and satisfy both of them.
It may be a little bit complex because there’re two kinds of relationships in Taobao, one is among...