火爆全網的搬家公司:蓝犀牛搬家凭何C位出道

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采访蓝犀牛開創人 王粟

“咱们今朝的搬場辦事，是彻底可以支撑都會中24小時随時搬場，你在APP上點击搬場，下单後5秒10秒就會有司機跟你接洽了，便利快捷，這是第一點；

由于咱们不必要過量人手去干涉干與辦事。好比说我作為一個用户，必要比力這两家搬場公司，要别离打德律風去報本身的物品，长宽高，数目几多和問清晰對方的代價。而搬場公司那邊，會有调剂职員来给司機放置使命，几小我，上午或下战书，估计几個小時，往返周转。這是一個很长的人工链条，可是咱们没有，以是咱们的特色就是，很快速地相應每笔定单。

Interview: Wang Su, Founder, Lanxiniu

We support 24-hour services moving anywhere within the city limits. Once you place an order inside the app, drivers can respond as quickly as within five or ten seconds. That's our first advantage.

第二點，明码标價。

之以是有极速辦事這一说，是由于咱们暗地里一套成熟的辦事系統，每名司機遇依照咱们自有的辦事系統输出给用户正規的辦事质量，你看下汗青定单會發明咱们的好评率是99%以上。

Our 安眠藥,second advantage is that you don't have to contact different companies and ask how much they charge, explain what things you're moving, wait for the moving company to assign a driver, and so on. We're fast, because we don't have a chain of people that have to pass on the order. In addition, we have a very transparent pricing system.

第三部門，除以上這些我認為咱们的運营、技能和模式重構等都有必定的上風，咱们把它们構成尺度化，用體系的法子去解决問题。”

Our third advantage is that電熨斗, we have a service system that the drivers follow, which ensures that our customers get high-quality service. If you log on to our platform, you'll see that more than 99% of the feedback is positive. We have an advantage in management, technology, and business model. We don't need to make a lot of decisions for every order, because we've standardized the entire process.

“每次的高质量辦事暗地里，都代表着每一個司機身上的标签，好比辦事優异的标签，成交率标签，正規化标签包括工服，辦事许诺书，培训是不是經由過程的标签，测驗是不是經由過程，分数，审核等一系列動作标签。”

“比及走完一套严酷的审核流程後，咱们的客服會延续存眷全部定单是不是會呈現的异样环境，成交率，無車率，然後投诉率等等，每一個环節的咱们做成運营的颗粒度，以是在定单暗地里會有一套人的機制用往来来往监视辦事系統。”

“那末全部的辦事的模块系統，咱们可以界说為司機的入职培训系統，開通系統、赏罚请求系統和NPS系統，全数用来打造全部司機的虔诚度和向心力，同時包含咱们做一些司機勾當和嘉奖等等。另有咱们的常识库，就比如一把尺子，以這個尺子往来来往果断谁對谁错，好比世界盃投注，说貨品的补偿，咱们每单貨品會有5000块錢的免费的补偿，甚麼样的环境會知足赔付前提。

以上這些都是用来包管咱们可以或许输出好的辦事质量。”

Interview: Wang Su, Founder, Lanxiniu

The service quality is decided by a large number of tags attached to each driver. There's a customer satisfaction tag, for things like the白髮變黑髮洗髮精, number of deals completed, an orderliness tag to check if they took inventory, wore uniform, and signed a service agreement; a training tag that records what tests they've taken, including scores, and whether they've passed evaluations. Once they start working, our customer service will monitor any discrepancies, such as a lack of orders, unanswered orders, complaints, bad reviews, and so on. We collect granular data on their work and analyze it manually. What that means is that we don't simply rely on customer reviews; we have a group of people that monitor the entire process from beginning to end. Our system is split into, first, the driver training system. Second, the reward and penalty system. Third, the driver Net Promoter Score, which measures each driver's loyalty and also provides some bonuses. Fourth, we have a knowledge base that we use to grade all of our drivers, customer service, products, and management personnel on a scale. We use this to evaluate who is at fault in different situations. For instance, we provide up to 5,000 yuan in free compensation, but to preven信用卡換現金,t people from abusing it, we've added a lot of conditions. Fifth, we have a service monitoring system where we manually decide what mechanisms and conditions should be used to decide penalties. These five modules help us ensure that we provide high-quality service.