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Taobao launches merchant version self-service hall to help automate after-sales scenarios

Taobao launches merchant version self-service hall to help automate after-sales scenarios

News2025-07-01

On July 1st, Taobao and Tmall officially launched the merchant version self-service hall, jointly building a fully automated after-sales solution experience with merchants and ecological partners to improve consumers' after-sales problem solving experience and processing efficiency. With the launch of the self-service hall, merchants can access the backend customer service management page to activate self-service and configure related after-sales functions. The specific path is "Automatic Reception Tool - Chat Window Interactive Function - Self Service".

For merchants, the automated service hall provides three core capabilities: firstly, the platform's official tool capabilities are built-in, which can be used immediately for price protection, deposit refund, and winning inquiry; The second is to support merchants in quickly building the ability to register after-sales work orders, such as logistics abnormalities, missing/insufficient goods, etc; The third is to support merchants to develop or purchase their own service tools, such as changing addresses in transit and urging shipment. As of now, TP service provider Leqi, ISV (independent software developer) Banniu, Jushuitan, and others have all completed integration.

The Taobao self-service hall integrates the existing and newly built automation solutions of merchants, simplifying the after-sales processing process. Consumers can enter the merchant's customer service page by simply identifying the unified "self-service" entrance, finding the desired function, and quickly processing it. It is available 24/7 and actively reminds users of the "progress of work", providing a better user experience. The person in charge of Taobao's customer operation department introduced that the self-service hall aims to create an intelligent service platform for all scenarios, which can solve after-sales problems in one stop, improve consumer experience, and reduce merchant service costs.

According to data from a certain fast-moving consumer goods group, during the 618 shopping festival this year, four self-service tools were added to the Taobao platform, including refund of deposit, change of address after shipment, online exchange, and additional benefits and reshipment, saving nearly 4000 customer service hours and relieving the pressure of manual customer service processing for merchants. In the "online exchange" scenario, the original manual customer service processing took an average of 4 minutes per order. After adopting automatic processing, 10000 orders saved 667 hours.

Since the beginning of this year, Taobao and Tmall have continuously upgraded their AI, store, and business tools to improve the efficiency of merchant operations. Among them, the AI customer service of Dianxiaomi continues to upgrade and shares and co builds with the self-service hall in terms of underlying capabilities, expanding from pre-sales AI guidance to automatic resolution during and after sales. As of now, Dianxiaomi has achieved full chain automation of logistics reminders, address changes, price refunds, and other scenarios in multiple stores through collaboration with partners such as Banniu and Leqi. During the 618 shopping festival, the intelligent solution rate increased by 20%.

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Taobao launches merchant version self-service hall to help automate after-sales scenarios