BABA(US:BABA) Sou Hu Cai Jing·2026-01-21 05:11Core Insights - The core message of the Taotian Group's 2026 Merchant Service Conference is to emphasize the importance of serving customers effectively, both for merchants to enhance buyer experience and for the platform to support merchants better [4][12]. Group 1: Performance and Achievements - In 2025, the average problem order rate decreased by 26%, significantly reducing operational costs for merchants and improving user experience [4]. - Logistics issues related to orders dropped by 80% year-on-year, indicating a notable improvement in delivery speed and service quality, particularly with Cainiao Express [4][6]. - Merchant A, through collaboration with Taotian Group, reduced its problem order rate to below 5%, achieving a 32.5% month-on-month decrease [6][7]. Group 2: Service Enhancements - Taotian Group introduced the "Real Experience Score" to replace the outdated seller service evaluation system, focusing on objective metrics like product quality and logistics speed [12]. - High-scoring stores receive benefits such as traffic support and marketing assistance, encouraging merchants to prioritize product quality and service over marketing expenses [12][24]. - The company aims to enhance customer experience by integrating emotional value into service offerings, ensuring a comfortable shopping experience [15][18]. Group 3: Customization and AI Integration - Taotian Group plans to leverage customization and AI to improve user experience, offering tailored services based on product characteristics and user needs [18][22]. - Examples of customized services include "no questions asked returns" for pet food and "official authentication" for luxury goods, aimed at reducing customer purchase anxiety [18][22]. - AI will play a crucial role in automating customer service and feedback processes, enhancing efficiency and reducing operational costs for merchants [22][24]. Group 4: Merchant Protection and Compliance - The company is implementing automated detection processes for malicious returns and reviews, significantly improving the accuracy of identifying fraudulent activities [24]. - A new user account integrity system has helped recover 4 billion yuan in risk losses for merchants and has collaborated with law enforcement to combat e-commerce fraud [24][26]. - The strategic focus is on empowering merchants through AI and data while eliminating operational barriers, fostering a positive cycle of quality service and brand loyalty [26].