“Light up” Shanghai | How can the online economy bring a better experience?
2024-08-26
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■ Roundtable topics:
The new online economy is an important driving force for upgrading Shanghai's urban production and life and for technology-enabled industrial transformation, and is also a key force in boosting social and economic development. How can we overcome "growing pains" and bring better experience to consumers and practitioners?
The "Citizen Roundtable" focused on the "new online economy" and invited more than 60 people including community residents, student representatives, corporate white-collar workers, NPC representatives, rule of law observers, suggestion collectors, and government functional departments to gather together to discuss how to reduce consumer disputes and how to strengthen the deep integration of the digital economy and the real economy. This "Citizen Roundtable" was hosted by the Yangpu District People's Suggestion Collection Office and Xinjiangwancheng Street, and co-organized by the Xinmin Evening News "Xinmin Helps You" Media Integration Studio.
■ Citizen issues:
1. How to handle complaints effectively?
"The last time I bought a flight ticket online, the experience was terrible. The refund the platform gave me was very different from the refund amount the airline told me, and I don't know where to complain." "It's okay for you young people, but we old people spent a lot of effort typing with the customer service, only to find out that the other party was a robot..."
As the scope of application and user population of the new online economy continue to expand, after-sales complaints also occur from time to time. How the platform effectively handles complaints is an important benchmark for whether consumers can become loyal users of the platform.
In response to this issue, the relevant functional departments stated that if consumers have mediation needs, they can apply for online consumer dispute mediation by entering "dispute resolution 'one thing'" in the "Suishenban" App.
2. How to ensure safety?
"If a food delivery guy has a safety accident, does he need to pay for the food on his bike? Are there any safeguards?" On this topic, almost all participants believed that offline delivery safety is very important for the new online economy. "I understand the hard work of food delivery guys, but can they slow down in the community? Especially at night, they ride very fast while looking at their phones, and we residents are all 'scared'."
Deliverymen are a typical epitome of the new employment group, who have made important contributions to the development of the new online economy. While their hard work comes with the risk of occupational injuries, we must put in effort and work on occupational injury protection and accident prevention to create a safe and healthy working environment for this group.
3. How to form a synergy?
"Malls are too homogeneous nowadays. In comparison, malls with unique features are more attractive." "The shopping atmosphere in the business district needs to be improved. Many malls are too old now. Can't they be renovated? It would be more eye-catching if there was a naked-eye 3D large screen or something like that!"
The continuous development of the new online economy has brought great challenges to the real economy. However, challenges and opportunities coexist. How to promote the real economy to revitalize and form a joint development of the new online economy and the real economy is worthy of further consideration by government departments and all sectors of society.
■ Suggestions:
>>>Golden idea 1: Enable “one-click rights protection”
It is recommended that platform companies open a "one-click rights protection" function for the elderly. When the elderly choose "one-click rights protection", the system will intervene in time and professional customer service will take the initiative to contact and assist the elderly group to solve the problem.
>>>Golden idea 2: Video teaching guide
It is recommended that the "online new economy" platform produce instructional videos on how to choose products, identify stores, and handle after-sales problems, to help people who have just started using online platforms, especially the elderly, so that they can more easily participate in the "online new economy". Suggested by Tang Qinyun
>>>Golden idea three: smooth mediation channels
It is suggested that government departments should form a feasible people's mediation mechanism for the "online new economy" sector, make good use of convenient channels such as the 12345 citizen service hotline and Suishenban, handle demands in a timely and efficient manner, and truly safeguard the rights and interests of consumers.
>>>Golden idea 4: Strengthen risk prevention
It is suggested that the government should strengthen guidance on occupational injury protection and labor protection for food delivery boys and couriers, especially considering that they often face unexpected risks. Online publicity columns can be set up, offline training venues can be established, and the focus should be gradually shifted from handling during and after the event to preventing it before it happens.
>>>Golden idea 5: Online and offline linkage
It is suggested that physical shopping malls can create joint IP activities with some well-known brands, or strengthen special linkages between business districts, explore shops with new appeal, highlight the unique characteristics of the shopping mall itself, and thus enhance consumers' willingness to buy.Recommended by Julie
Compiled by Xinmin Evening News reporter Chen Hao
