Taobao Tmall launches merchant version self-service hall to expand all-scenario intelligent service platform

AASTOCKS
2025.07.02 01:39

Taobao Tmall announced that it has officially launched the merchant version of the self-service hall, co-building a fully automated solution experience for after-sales with merchants and ecological partners, enhancing the consumer experience and processing efficiency for after-sales issues.

For merchants, the automated service hall provides three core capabilities, including built-in official platform tool capabilities that are ready to use, such as price protection, deposit refunds, and prize inquiries; support for merchants to quickly establish after-sales ticket registration capabilities, such as logistics anomalies, and under-delivery/missing delivery; and support for merchants to integrate self-developed or purchased service tools, such as address changes in transit and urging shipment. As of now, industry leader TP service provider Leqi, industry leader ISV (Independent Software Vendor) BanNiu, and JuShuiTan have all completed integration.

A relevant person in charge of the Taobao Customer Operations Department introduced that the self-service hall aims to create an all-scenario intelligent service platform that can self-solve all after-sales matters in one stop, enhancing consumer experience and reducing merchant service costs.

During this year's 618 period, four new self-service tools were added, including deposit refunds, address changes after shipment, online exchanges, and rights supplements, saving nearly 4,000 hours of customer service work time in total, greatly alleviating the pressure on merchants' manual customer service. Among them, in the "online exchange" scenario, the average time spent by manual customer service was 4 minutes per order, and after adopting automatic processing, 10,000 orders saved 667 hours.

As of now, the Xiaomimi AI customer service, through collaboration with partners like BanNiu and Leqi, has achieved full-link automation in scenarios such as urging logistics, changing addresses, and refunding price differences across multiple stores, with the intelligent resolution rate increasing by 20% during the 618 period

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