Drip invites drivers to participate in consultation meeting; Tencent Music IPO mutates online music…


Sina Technology News October 7 evening news, Didi travel on its WeChat public number to release news, yesterday (October 6th) afternoon, just after attending the driver’s comment request, Distill CEO Cheng Wei, president Liu Qing CTO Zhang Bo, senior vice president of products Yu Jun, general manager of the fast business group Chen Ting, vice president of strategy Zhu Jingshi, senior vice president of security affairs Wang Xin, and heads of various departments and more than a dozen Drip passenger representatives made a comment The solicitation meeting, listened to the voices of the passengers on the spot, collected various criticisms and suggestions, and conducted frank and in-depth communication and discussion on some confused issues. Passengers solicitation meeting site During the long vacation, everyone can take valuable time to attend the meeting. Cheng Wei said that he is “honoured and grateful”. I hope that everyone will know all the words and all the opinions and criticisms will be listened to. Liu Qing said that the people who are present today include themselves and Cheng Wei to “speak less and listen more”. The responsible persons of all departments must carefully take notes and lead the task. I hope everyone will be blunt. Passengers’ representative feedback customer service problem-solving ability needs to be strengthened. Passenger representatives suggest that Didi should strengthen communication with users to the passenger representatives who came to the scene. There are old users who have used Didi for 5 years, other areas of safety products and experts, and other experts. It is both a passenger and a driver’s family member. At the meeting, the passenger representatives spoke freely, combined with their work areas and personal experience, put forward many suggestions and criticisms on travel safety, service experience, product functions, customer service disposal, driver management, etc., and also how to treat drunk passengers, for example. There is a heated discussion on whether to set up a special car for women and how to improve the handling ability of the customer service. The main contents are as follows: 1. The safety function needs further optimization. For example, the one-button alarm button is not eye-catching, but it should be avoided as much as possible. At night, the driver should be replaced with a male voice broadcast on the basis of the existing safety reminder, and the warning should be strengthened to deter crime and further strengthen coordination with emergency contacts and the police. 2, refine the customer service grading system, improve the customer complaint grading standards and disposal procedures. Strengthen the safety professional customer service ability training, give the first-line customer service more disposal authority, and strengthen the linkage between the customer service team and the product and technical team. The complaint feedback period is long, the customer service problem solving cycle is long, the first-line customer service has low disposal authority, and the problem-solving ability is poor. It is the main problem for passengers to make the pulse. 3. As a public service platform, Drip should systematically sort out the platform rules and balance the driver. , passenger ecology, and gradually cultivate a more mature service system and a more harmonious relationship. Drivers and passengers are users of drip, and the platform cannot be inclined to either the passenger or the driver. Some passengers also suggested that it is recommended to cooperate with the competent authorities and third-party credit systems to build a credit system for the travel industry. 4. Strengthen the driver education and driver service management and control system, especially the driver management in third- and fourth-tier cities. At present, there are still many illegal carpooling and offline transactions in the third- and fourth-tier cities. The driver’s service attitude is also different from that of the first- and second-tier cities, resulting in a bad ride experience. 5. Continuously optimize product experience and polish product details. For example, there are “old problems” in the experience level such as positioning, navigation and route planning inaccuracy in the itinerary; it is recommended that Didi will continue to use technological innovation to promote improvement. For the passenger’s suggestion to increase the route selection function, Didi has also formed a plan and launched a small-scale test; 6. Passengers drunk alone will bring greater risks to themselves and drivers. The on-site passenger representative and the Didi team discussed alternatives to ensure safe travel under drunken scenes, such as restricting drunken passengers to ride alone, increasing drunken labels and special reports, setting drunken protection funds, and allowing only vehicles with camera functions to receive drunken passengers. 7. Discussion and evaluation of some of the security solutions under exploration, such as the real-name system of passengers, cameraing during the trip, etc. Most of the passenger representatives in this field expressed support for the introduction of the real-name system and the camera in the itinerary. When the passenger representative asked when the windmill was on the line. When the passengers who are very concerned about the passengers can get back online, the inside of the drop is still thinking about the complexity behind the windmill. Currently, the rider continues to go offline indefinitely. In addition, there are many details of the problem, the heads of each business line are humbly listening and recording one by one, and will continue to feedback the improvement exhibition to the public. The heads of the business lines of Drips listened to each other and recorded them one by one. Cheng Wei said frankly at the meeting that as a platform with public service attributes, there are still many shortcomings, and there are still many places to improve. Many of the questions mentioned by you are very profound. It turns out that the development of the droplets is too fast, and the precipitation is not enough in this respect. In the future, Didi will make great efforts in product, technology, and rules. The consultation will also meet face-to-face with more people in more places and more frequently. I hope that everyone will monitor and help with the most rigorous eyes. Didi Travel October 07, 2018