Core Viewpoint - The delivery process is crucial for user reputation in the smart home era, and Haier Smart Home has enhanced the delivery experience through a digital upgrade in its app, introducing a "real-time logistics tracking" feature [1][3]. Group 1: Digital Upgrade and User Experience - The new feature breaks traditional logistics information barriers, allowing users to view the real-time location, travel trajectory, and estimated arrival time of delivery vehicles on a map, similar to tracking food delivery [3]. - This "full visibility" service significantly alleviates user anxiety during the waiting period [4]. - Users gain autonomy over their time management, enabling them to self-modify appointment times in the app without repeatedly calling service centers, and they can also expedite requests [4]. Group 2: Impact and Statistics - The feature has benefited over 400,000 users, improving delivery success rates and enhancing the service experience during the delivery process [4]. - The end of delivery marks the beginning of service, as the Haier Smart Home app empowers the entire logistics process with visualization, reshaping the "first mile" of the service chain [4]. - This initiative respects user time costs and represents a solid step towards the implementation of a comprehensive smart home service system [4].

Core Viewpoint - The article highlights Haier's new "full-category smart management" feature in its smart home app, which transforms traditional smart appliances into intelligent companions that understand and enhance daily life [1][2] Group 1: Smart Home App Features - The Haier Smart Home App breaks the limitations of traditional smart home apps by providing proactive service capabilities throughout the entire lifecycle of smart home products [1] - The app offers deep customization for different categories of appliances, enhancing user experience and functionality [1] - For example, the refrigerator acts as a food management assistant, providing features like ingredient management, expiration reminders, recipe recommendations, and one-click ordering [1] Group 2: User Experience and Integration - The washing machine is transformed into a laundry expert, allowing for features such as laundry scheduling, completion notifications, and cloud-based program updates [1] - The app enables centralized management and deep interaction across all categories of appliances, seamlessly linking the smart home ecosystem [1] - The "Homecoming Mode" feature personalizes the user experience by automatically adjusting lighting, music, curtains, and air conditioning based on the family member recognized by the smart lock [1]

Core Insights - The article emphasizes the shift from "selling products" to "retaining users" as a critical transformation for companies in response to increasingly personalized and scenario-based consumer demands [1] - Haier Smart Home aims to establish a user-centric platform service technology ecosystem to enhance long-term competitiveness, having accumulated 430 million users, a 20% year-on-year increase [1] Group 1 - Haier Smart Home's "126" strategy focuses on building one smart home channel, two platforms (full-domain unified warehouse TC and user lifecycle), and enhancing six capabilities: high-end, globalization, digitalization, intelligence, ecology, and greenness [1][2] - The full-domain unified warehouse TC platform streamlines operations directly to users, improving efficiency and transparency, thus addressing previous issues of delayed demand transmission and inadequate service [2] - The user lifecycle platform enhances user experience through a proactive service system, utilizing big data and AI for precise matching and transparent service processes [2] Group 2 - Haier Smart Home's high-end strategy has led to significant sales, with the co-created "Mai Lang" refrigerator exceeding 1 million units in three quarters and the "Leader" washing machine surpassing 300,000 units since launch [2] - The company's globalization strategy involves not just selling products globally but also globalizing its platform and capabilities, exemplified by the X11 washing machine, which has sold over 1 million units across 20 countries [2] - By transitioning from product manufacturing to user management, Haier Smart Home redefines growth paths for enterprises and provides a practical transformation model for the industry [2]

Core Viewpoint - The Haier Smart Home APP has introduced an "AI Voice" feature that simplifies the after-sales service process, enhancing user experience and efficiency in reporting appliance issues [1] Group 1: Innovation in After-Sales Service - The traditional appliance repair process required users to navigate through multiple menus and manually input product details, which was time-consuming and cumbersome [1] - With the new AI voice assistant "Xiao You," users can simply state their issues, such as "the air conditioner is broken," and the system quickly recognizes the intent and provides solutions [1] - This innovation has improved the efficiency of user reporting operations by 80%, making the service more user-friendly, especially for elderly users who may struggle with technology [1] Group 2: User-Centric Approach - The AI voice reporting feature exemplifies a technological upgrade in service that prioritizes user experience, demonstrating that high-tech solutions can be accessible and humanized [1] - The concept of a truly smart life is presented as one with zero barriers, emphasizing the importance of intuitive and easy-to-use technology in smart home environments [1]

Core Insights - The article highlights the increasing demand for a comprehensive and seamless living experience in smart homes, moving beyond single appliance products to collaborative services from multiple brands [1] - Haier Smart Home was awarded the "Annual Industry Collaboration New Species" award for its outstanding performance in ecological collaboration, alongside other innovative products [1][3] Group 1: Award Recognition - The award recognizes organizations that catalyze systemic innovation and industrial collaboration through open platforms and innovative alliances [3] - Haier Smart Home's selection is attributed to its user-centric approach, breaking down barriers between devices, brands, and scenarios to enable seamless service flow and mutual benefits [3] Group 2: Ecosystem and Integration - Haier Smart Home has integrated over 6,600 ecological resource partners, 55+ brands, and 167+ categories of devices, connecting more than 52 million smart devices with over 13 million monthly active users [4] - The open ecosystem not only connects products, scenarios, and brands but also fosters a smart living network covering various aspects of life [4] Group 3: Innovation and User Experience - As a "catalyst," Haier Smart Home promotes scenario integration and experience upgrades, utilizing the UHome model to enhance interaction between users and appliances [4] - Examples of smart features include air conditioning adjusting wind direction based on user commands and washing machines recommending washing modes based on fabric type and stains, enhancing user convenience and safety [4] - The Haier Smart Home app allows users to control all home appliances, with an innovative 3D home view feature for more intuitive operation [4]

Core Insights - The article highlights the upgrade of Haier Smart Home's APP with an "AI self-diagnosis" feature, addressing common pain points in after-sales service for home appliances [1][3] Group 1: Traditional Repair Process Challenges - Consumers face a cumbersome and uncertain repair process, often requiring multiple communications to describe issues accurately [3] - The traditional model leads to delays, as technicians may need to schedule additional visits for parts replacement after initial diagnostics [3] Group 2: AI Self-Diagnosis Feature - The upgraded APP allows users to bind their devices, enabling real-time monitoring of appliance health [3] - The system initiates an intelligent self-check when abnormalities are detected, guiding users through simple troubleshooting steps [3] - Many false alarms can be resolved during this self-check phase, enhancing user experience [3] Group 3: Improved Service Efficiency - If repair is necessary, users can submit a service request with one click, streamlining the process [3] - Technicians receive precise fault codes before arriving, allowing them to bring necessary parts and complete repairs in one visit [3] - This proactive approach significantly reduces user wait times and marks a shift towards "intelligent" after-sales service in smart home solutions [3]

Core Insights - The article highlights the digital transformation of Haier Smart Home, which has improved user experience by providing a seamless service process for home appliances, moving away from fragmented interactions with third-party platforms and customer service [1][6]. Group 1: Digital Transformation - Haier Smart Home's app has undergone significant upgrades, allowing users to track logistics orders, manage all categories of home appliances, and receive reminders for consumables and cleaning through a single platform [1][6]. - The app features a 3D home view using digital twin technology, enabling users to easily locate and control devices in a virtual environment, enhancing user interaction with smart appliances [6]. Group 2: Enhanced Service Efficiency - The upgraded app includes real-time logistics tracking, allowing users to view the location and status of their orders, similar to food delivery services, and supports self-service options for rescheduling [6]. - The app's AI self-diagnosis feature monitors device performance and allows users to report issues directly, enabling service personnel to arrive with the necessary parts, thus reducing the need for multiple service visits [9]. Group 3: User-Centric Innovations - The integration of an AI voice assistant named "Xiao You" simplifies the process of consulting, reporting issues, and scheduling services, significantly improving operational efficiency for users [9]. - The comprehensive lifecycle service upgrades address common user pain points, such as reducing the need for phone calls and ensuring timely maintenance of appliances, thereby enhancing overall customer satisfaction and solidifying Haier's position in the digital transformation of the industry [9].

Core Viewpoint - The article discusses the evolving definitions and standards of smart home technology, highlighting the recent "New National Standard" released by the National Standards Commission, which categorizes smart home products into five levels (L1-L5) based on their intelligence and user experience. The article compares three leading companies—Haier, Midea, and Xiaomi—each with distinct approaches to their smart home applications [1][5]. Group 1: Haier - Haier's smart home app aims to be the "first entry point for smart homes," featuring a new 3D interactive view that transforms a flat device list into an engaging 3D home model, enhancing user experience from "controlling appliances" to "managing life" [1]. - The app integrates over 55 brands and 167 categories of devices, extending smart living from indoor to outdoor scenarios through partnerships, such as with Changan and Chery [1]. - Haier offers a comprehensive service model that includes installation, maintenance, and design, providing a seamless user experience [1]. Group 2: Midea - Midea's app positions itself as a leader in the AI smart home era, introducing the Smart Home Agent concept and the "Xiao Mei AI Family Assistant," which aims for a "no-feel" control experience through self-sensing and decision-making capabilities [2]. - The company actively collaborates with major smartphone manufacturers and automotive companies to expand the interconnectedness of "people, vehicles, and homes," focusing on deep AI integration [2]. - Midea's strategy emphasizes making smart home technology smarter and more invisible, enhancing user comfort [2]. Group 3: Xiaomi - Xiaomi's app serves as the core control platform for its smart ecosystem, characterized by a simple interface and intuitive operation, allowing users to easily access frequently used functions [3]. - Although the 3D view feature is still under development, the app has strengthened its scene capabilities with new modes for security, environment, lighting, and shading, catering to comprehensive user needs [3]. - The app acts as an efficient "connector" and "adaptation center," integrating both Xiaomi's products and third-party devices, thus reducing complexity and cost for users looking to build a mixed-brand smart home [3]. Group 4: Conclusion - The competition among the three apps reflects deeper industry interpretations of "smart home" and the battle for user engagement, with Haier focusing on ecosystem building, Midea on control, and Xiaomi on adaptability [5]. - Users may find that there is no "best" option, but rather one that is "more suitable" based on their preferences for brand integration, AI experiences, or mixed-brand compatibility [5].

Core Insights - The article discusses the 12th National After-Sales Service Conference held in Beijing, featuring a speech by Yu Bin, General Manager of Service Operations at Haier Smart Home [1] Group 1: Company Overview - Haier Service focuses on building a smart home service ecosystem, adhering to the service philosophy of "sincerity forever" [3] - The company implements a four-dimensional service system characterized by "ubiquitous, timely, meticulous, and capable" service, aiming to create impactful experiences for users [3] Group 2: Service Innovations - In the digital economy era, after-sales service has evolved beyond simple repairs and replacements to creating better living experiences through technology empowerment [3] - Haier Service emphasizes digital transformation by developing a digital service platform, allowing users to interact with service personnel via the Haier Smart Home APP and mini-programs using text, voice, and video [3] - The service process is transparent, with standardized online work orders for service standards and pricing details, enabling users to supervise and evaluate service quality in real-time [3] Group 3: Customer-Centric Approach - The company believes that maintaining a user-centric approach and continuously driving technological innovation and service upgrades is essential for gaining a competitive edge in the industry and creating real value for users [3]

Core Viewpoint - The 12th National After-Sales Service Conference highlighted Haier's commitment to transforming after-sales service through digitalization and proactive service models, aiming to enhance user experience and industry standards [3][11]. Group 1: Company Overview - Haier is recognized as a global leader in providing solutions for a better life and digital transformation, with a focus on becoming a world-class enterprise [3][11]. - Haier Service, a subsidiary focused on smart home service ecosystem construction, emphasizes a user-centered approach to deliver the best overall experience [6][11]. Group 2: Digital Transformation - The company is concentrating on digital transformation by building a digital service platform, allowing users to interact with service personnel through various formats such as text, voice, and video [8][15]. - Service standards and pricing details are made transparent through standardized online work orders, enabling users to supervise the service process and provide real-time feedback [8][15]. Group 3: Proactive Service Model - Haier Service aims to shift from reactive to proactive service by implementing predictive maintenance and smart alerts, identifying issues before users are aware of them [4][12]. - The use of IoT sensors and AI algorithms allows for real-time monitoring of appliance parameters, facilitating automatic detection and remote repair [4][12]. Group 4: User-Centric Innovations - The company has introduced innovative services such as micro-modification to address appliance size mismatches in older residential areas, enhancing user satisfaction [15][16]. - Haier Service has developed nearly a hundred scene-based solutions for various home environments, promoting a shift from single-product service to scenario-based service [15][16]. Group 5: Commitment to Quality - The company emphasizes a service philosophy of "sincerity forever," ensuring that service personnel are always available to meet user needs, regardless of location [7][14]. - Haier Service's approach includes personalized care and attention, fostering long-term trust with users and enhancing overall service quality [7][14].