In the fast-paced modern life, the demand for household services is increasing day by day. Home service apps have sprung up like mushrooms after rain, bringing great convenience to people’s lives. However, like any emerging thing, the Ekxun home service app also faces some pain points in its development process. This article will deeply analyze these pain points from the perspectives of users and software development companies, and propose corresponding solutions. At the same time, combined with practical cases, it will provide useful references for the future development of Ekxun Home Service APP.
一、 Introduction
With the improvement of people’s living standards and the increase of work pressure, more and more urban citizens are seeking professional household services. The emergence of housekeeping apps provides users with a convenient and efficient way to find and book housekeeping services. Users can easily find suitable housekeeping staff and enjoy high-quality housekeeping services with just a tap on their mobile phones. However, in the actual use process, both users and software development companies have discovered some problems that not only affect the user experience, but also constrain the development of home service apps.
二、 Pain points and solutions for Ekxun Home Service APP users
1、 Pain point one: Unstable service quality
（1）Specific manifestations
The quality of domestic service is directly related to user satisfaction. However, in actual use, users often find problems such as uneven skills and poor service attitude of domestic staff. For example, some cleaning staff may not clean thoroughly and there may be dust in the corners; Some nannies are not attentive in taking care of their children, which makes parents feel uneasy. These issues not only affect the user experience, but also greatly reduce the user’s trust in the home service app.
2、Solution
(1) Establish a strict evaluation system
After using the housekeeping service, users can evaluate and score the service quality of the housekeeping staff. Housekeeping apps can rank and screen housekeeping staff based on user feedback, providing reference for other users. At the same time, domestic service companies can also provide training and management for domestic staff based on user feedback to improve service quality.
For example, a certain housekeeping app has launched a “star rating evaluation” system, where users can evaluate housekeeping staff based on their service attitude, professional skills, work efficiency, and other aspects, and the evaluation results are displayed in the form of stars. Housekeeping companies will reward or punish their staff based on user feedback, motivating them to improve their service quality.
(2) Prioritize selecting high scoring personnel
Users can prioritize selecting high rated housekeeping personnel when choosing housekeeping services. Housekeeping apps can provide users with rating and evaluation information of housekeeping staff, allowing users to have a more intuitive understanding of the service quality of housekeeping staff. At the same time, domestic service companies can also focus on recommending high rated domestic service personnel to increase their acceptance rate.
For example, when choosing a cleaning service, Xiaoli checked the ratings and evaluation information of several cleaning staff through the housekeeping app, and ultimately chose a cleaning staff with a higher rating. As a result, the cleaning staff provided excellent service, which greatly satisfied Xiao Li.
三、 Pain point two: Information opacity
1、Specific manifestations
Users often have limited understanding of the background information of housekeeping companies and staff when choosing housekeeping services. Not knowing the qualifications, experience, and reputation of domestic staff makes it difficult to make accurate choices. In addition, users do not know the reputation and service quality of the housekeeping company, and are worried about encountering unscrupulous merchants.
2、Solution
(1) Request APP to strengthen information disclosure
Home service apps can request home service companies to provide more detailed information about home service personnel, including qualification certificates, work experience, customer evaluations, etc. Users can have a more comprehensive understanding of the situation of domestic staff when choosing services, and make more informed choices.
For example, a certain housekeeping app requires housekeeping companies to upload the ID cards, health certificates, professional qualification certificates, and other information of housekeeping personnel, and to review these information. Users can view this information when selecting housekeeping personnel to understand their basic situation.
(2) View qualification certificates and evaluations
Users can view the qualification certificates and customer evaluations of housekeeping personnel when choosing housekeeping services. Qualification certificates can prove the professional skills and qualifications of domestic workers, and customer evaluations can reflect the service quality and reputation of domestic workers. By viewing this information, users can choose housekeeping services with greater confidence.
For example, when choosing a nanny, Xiao Wang checked the qualifications and customer reviews of several nannies through a housekeeping app. One of the nannies has many years of experience as a nanny, holds relevant professional qualification certificates, and has received very good customer reviews. Xiao Wang ultimately chose this nanny and was very satisfied with the result.
四、 Pain point three: Inconsistent prices
1、Specific manifestations
The service prices on different housekeeping apps vary greatly, and even the fees charged by different housekeeping personnel within the same app may differ. This leaves users confused when choosing services and unsure how to determine if the price is reasonable. In addition, the prices on some housekeeping apps are not transparent, and users do not know the specific charging standards when booking services, which can easily lead to disputes.
2、Solution
(1) Promote APP standardization of price standards
Housekeeping apps can collaborate with housekeeping companies to establish unified pricing standards and clarify the scope of fees for various services. At the same time, domestic service apps can also supervise the fees charged by domestic staff to prevent the occurrence of arbitrary charges.
For example, a certain housekeeping app has collaborated with multiple housekeeping companies to establish a unified price standard for cleaning services. When booking cleaning services, users can clearly see the charging standards for each service, avoiding the problem of price opacity.
(2) Comparing prices from multiple sources
Users can compare multiple housekeeping apps to understand the price differences on different apps when choosing housekeeping services. At the same time, users can also consult their friends and family around them to understand the price situation of using household services and make more reasonable choices.
For example, when comparing different home service apps, Xiao Zhang found that the price of the same service varies greatly. After comparing multiple options, he ultimately chose a home service app that was reasonably priced and had good service quality.
五、 Pain point four: Insufficient after-sales support
1、Specific manifestations
If there are problems with domestic service, users may encounter difficulties when seeking after-sales solutions. For example, the lack of smooth complaint channels and delayed problem handling have resulted in ineffective protection of users’ rights and interests. In addition, some home service apps have a negative attitude towards handling after-sales issues, which has disappointed users.
2、Solution
(1) Urge the APP to improve its after-sales guarantee mechanism
Housekeeping apps should establish smooth complaint channels and promptly handle user complaints and issues. For situations where service quality does not meet standards, reasonable compensation and solutions should be provided to users. At the same time, domestic service apps should also strengthen the management of domestic staff to ensure service quality.
For example, a certain housekeeping app has set up a dedicated customer service team responsible for handling user complaints and issues. When users encounter after-sales problems, they can contact the customer service team through phone, WeChat, email and other means. The customer service team will handle the user’s problem in the first time and provide satisfactory answers.
(2) Reasonable rights protection
Users should promptly protect their legitimate rights and interests if they encounter after-sales problems while using household services. Problems can be resolved through communication with the customer service team of the housekeeping app, complaints to relevant departments, and other means. At the same time, users can also retain relevant evidence, such as chat records, order screenshots, etc., for use in safeguarding their rights.
For example, when Xiao Zhao encountered a situation where she was not satisfied with the domestic service and complained to the APP, she did not receive a response for a long time. He finally got a reasonable solution by complaining to the relevant departments.
六、 Pain points and solutions from the perspective of software development companies
1、 Pain point one: High user acquisition cost
（1）、Specific manifestations
With the increasingly fierce competition in the home service app market, the user acquisition cost for software development companies is also rising. The increasing costs of promotion and marketing activities have put tremendous pressure on software development companies. In addition, users have low loyalty and are easily attracted by other apps, which also increases the difficulty of user acquisition.
2、Solution
(1) Precision marketing
Software development companies can use data analysis to understand users’ needs and behavioral habits, and conduct precise marketing. For example, promoting nanny services for families with children and cleaning services for office workers. Meanwhile, software development companies can also enhance brand awareness and user reputation through social media, word-of-mouth marketing, and other means.
For example, a housekeeping app analyzed users’ search history and browsing behavior to understand that users have a high demand for nanny services. So they launched a special promotion campaign for nanny services on social media, attracting a large number of users’ attention.
(2) Enhance user experience through word-of-mouth communication
Software development companies should focus on improving user experience, providing high-quality housekeeping services and convenient operating procedures. When users use home service apps, if they have a good experience, they will be willing to recommend them to their friends and family around them, forming word-of-mouth communication. This can reduce user acquisition costs and increase user loyalty.
For example, after using a certain housekeeping app once, Xiaosun felt that the experience was average and did not use it again. After using another housekeeping app, Xiaoli found the service to be very good and the operation to be very convenient. He recommended this app to his friends and family around him, allowing more people to understand and use it.
七、 Pain point 2: High pressure of technological updates
1、Specific manifestations
With the continuous development of technology, users have increasingly high requirements for the functionality and experience of home service apps. Software development companies need to constantly update and optimize their technology to meet the needs of users. However, technological updates require a significant investment of manpower, material resources, and financial resources, which puts enormous pressure on software development companies.
2、Solution
(1) Increase technological investment
Software development companies should increase their technological investment, establish professional technical teams, and continuously innovate and optimize their technology. For example, developing more intelligent matching algorithms to improve the matching degree between household workers and users; Optimize the operation process of the APP, improve user experience, etc.
For example, a certain household management app has invested a large amount of funds and formed a professional technical team. They have developed an intelligent matching algorithm that can accurately match based on user needs and factors such as the skills and experience of household workers. At the same time, they have also optimized the operation process of the app, making it more convenient for users to book housekeeping services.
(2) Build a professional team
Software development companies can form professional technical teams responsible for the development, maintenance, and updating of apps. Technical team members should have rich technical experience and professional knowledge, and be able to solve various problems that arise in the APP in a timely manner. At the same time, software development companies can also collaborate with third-party technology companies to jointly promote the technological updates and optimization of apps.
For example, a certain housekeeping app collaborated with a professional technology company to jointly develop a new housekeeping app. This app adopts advanced technology architecture and design concepts, with richer functions and more convenient operation, and has received widespread praise from users.
八、 Pain point three: Difficulties in cooperating with domestic service companies
1、Specific manifestations
Software development companies need to collaborate with housekeeping companies in order to provide users with high-quality housekeeping services. However, in the process of cooperation, software development companies often encounter some problems, such as difficulties in coordinating cooperation and uneven distribution of benefits. These issues not only affect the efficiency and quality of cooperation, but also constrain the development of home service apps.
2、Solution
(1) Establish a good cooperation model
Software development companies should establish a good cooperation model with domestic service companies, clarifying the responsibilities and obligations of both parties. For example, software development companies are responsible for the development and promotion of apps, while housekeeping companies are responsible for providing housekeeping personnel and services. Both parties can sign a cooperation agreement to clarify the specific content and methods of cooperation and avoid disputes.
For example, a certain housekeeping app has signed cooperation agreements with multiple housekeeping companies, clarifying the responsibilities and obligations of both parties. The software development company is responsible for the development and promotion of the app, while the housekeeping company is responsible for providing housekeeping personnel and services. Both parties distributed profits in a certain proportion, achieving mutual benefit and win-win results.
(2) Clarify the responsibilities and obligations of both parties
Software development companies and housekeeping companies should clarify their respective responsibilities and obligations, and strengthen communication and coordination. For example, software development companies should promptly address technical issues that arise with their apps, while housekeeping companies should strengthen the management and training of their housekeeping staff. Both parties can strengthen cooperation and improve service quality through regular meetings, establishing communication mechanisms, and other means.
For example, a domestic service app regularly holds meetings with a domestic service company to communicate and resolve any issues that arise during cooperation in a timely manner. At the same time, they have also established a communication mechanism where both parties can communicate and coordinate at any time to ensure the smooth progress of cooperation.
九、 Pain point four: Low user retention rate
1、Specific manifestations
When users use home service apps, they often only have one-time needs and will not continue to use them after use. This has led to low user retention rates for home service apps, affecting the app’s development and profitability.
2、Solution
(1) Continuously optimizing services
Software development companies should continue to optimize their home services, improve service quality, and increase user satisfaction. For example, strengthening the training and management of domestic workers, improving their professional skills and service attitude; Optimize the functionality and experience of the app to make it more convenient for users to use it.
For example, a certain housekeeping app regularly trains and assesses housekeeping staff to improve their professional skills and service attitude. At the same time, they are constantly optimizing the functionality and experience of the app, adding new features such as online payment, order tracking, etc., making it more convenient for users to use the app.
(2) Provide personalized recommendations
Software development companies can use data analysis to understand users’ needs and preferences, and provide personalized recommendation services for users. For example, based on the user’s historical order records, recommend suitable housekeeping services for them; Based on the user’s geographical location, recommend nearby housekeeping personnel for the user.
For example, a household service app analyzed users’ historical order records and found that users have a high demand for cleaning services. So, they recommended some high-quality cleaning services and cleaning personnel to users the next time they opened the app, which improved user satisfaction and retention rate.
十、 Conclusion
While providing convenient services to users, Ekxun Home Service APP also faces some pain points. From the perspective of users, issues such as unstable service quality, opaque information, inconsistent pricing, and insufficient after-sales support have affected their experience and satisfaction. From the perspective of software development companies, the high cost of acquiring users, the pressure of technological updates, difficulties in cooperating with home service companies, and low user retention rates have constrained the development of home service apps.
To address these pain points, users can improve their user experience and satisfaction by establishing a strict evaluation system, strengthening information disclosure, comparing prices from multiple sources, and protecting their rights reasonably. Software development companies can improve user acquisition costs, technological update pressures, collaboration efficiency with home service companies, and user retention rates through precision marketing, increased technology investment, establishment of good cooperation models, and continuous optimization of services.
In short, the development of Ekxun Home Service APP requires joint efforts from users and software development companies. Only by addressing these pain points can we provide users with better, more convenient, and efficient home services, and promote the healthy development of Chengdu’s home service industry. I believe that in the future, Chengdu Home Economics APP will continue to improve and develop, bringing more convenience and surprises to people’s lives.
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