April | Feedback on Ofan's Suggestions

April | Feedback on Ofan's Suggestions

May 01, 2022, 08:00:00
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April | Feedback on Customers’ Suggestions


Content

● Introduction

● Sources of suggestions

● Suggestions Adopted by Olight

● Three improvements made by Olight

● Opinions and Suggestions are welcomed


I、Introduction

Olight has always been committed to listening to our customers and creating the best experience for them. Starting from May, Olight will publish a blog every month to give feedback on customers' suggestions and opinions. This is the implementation of Olight's corporate philosophy and strategy of "customer-centricity".


II、Sources of Suggestions

We collected customers’ suggestions from email, live chat, and social media platforms. After recording and analyzing them, we published the feedback in a timely manner. Here are the three surveys and feedback we posted in March.


i、Sharing Your Honest Thoughts about Olight

Link:https://www.facebook.com/groups/Olight/posts/4852311734822566/

Feedback: https://www.facebook.com/groups/Olight/posts/4888683784518694/

ii、March Satisfaction survey

Link: https://www.facebook.com/groups/Olight/posts/4861744153879324/

Feedback: https://www.facebook.com/groups/Olight/posts/4888683784518694/

iii、Poll on Areas You’d Like Olight to Focus on

Link: https://www.facebook.com/groups/Olight/posts/4909251552461917/

Feedback: https://www.facebook.com/groups/Olight/posts/4923290757724663/


III、Suggestions Adopted by Olight

We adopted 19 suggestions from our customers. For more details, please check the Links to Feedback in the sheet above.


i、Product:

1. Focus more on product quality, performance, and innovation.

2. Fewer gradient colors, engravings, and etching on lights.

3. Offer flashlights with higher CRI and 5,000k color temperature.

4. Consider other materials of construction including stainless steel and other specialty or exotic materials.

5. Make a product that can be easily found in the dark

6. Produce blue ink refills.

7. An upgraded version of Baton 3.

8. Make LEP handheld flashlights.

9. Provide tail cap protector.

10. Make lasers on EDC flashlights.

11. Offer DIY flashlight options, like color temperature.


ii、Olight Store:

12. Bring the wheel back in big sales.

13. Add laser engraving function for bundled products.

14. Improve the mobile version of the website.

15. Put some swag in the Preferential Zone.

16. Increase the stock of accessories. Focus more on accessories in customer preferred colors.


iii、Service:

17. Reserve more limited-edition product accessories for after-sales maintenance.

18. Reproduce old products' batteries.


iv、Logistics:

19. Improve logistics efficiency.


IV、 Three improvements made by Olight

During this April Flash Sale, in order to improve the experience of our customers, we have made three improvements.


① Diversified paying methods


Previously, paying methods like Visa, Mastercard, AMEX, JCB, Discover, and Credit/Debit Card limited to Pay Pal was available. Credit/Debit Card limited to Paypal is always a pain for our customers which causes them huge inconvenience. Olight, as a company that puts great importance on customer experience, has made Credit/Debit Card available for Visa, Mastercard, AMEX, JCB, and Discover, and added a payment method called Venmo.


● Credit/Debit Card

As the most popular payment method in the United States and Europe, the number of credit card users is very large. With an intention of meeting more customers’ needs, We have made Visa, Mastercard, AMEX, JCB, and Discover available for Credit/Debit Card purchases, which make it possible for customers to use Credit/Debit Card without a Paypal account.


● Venmo

Venmo is a service of PayPal, Inc., a licensed provider of money transfer services. It has a social network attribute and provides a social information flow module. Users can share transaction details (excluding the amount) to their circle of friends, and conduct social interaction through emojis, comments, and likes, which make it quite popular among young people.


② Reasonable after-sales application


In the past, the buttons shown to all customers include Refund Only, Return & Refund, and Replacement. This makes our customers confused and results in some customers choosing the wrong buttons, which eventually causes multiple explanations, waste of manpower, and poor customer experience. However, we have classified different orders and showed different after-sales pages. (For orders that have been shipped, we have added a Repair button for the sake of our customers’ convenience)


● Orders to be shipped

No button. Those customers can contact our customer service themselves and they will solve any problem as soon as possible.


● Orders have been shipped

Return & Refund, Replacement button


● Orders that have been shipped but within thirty days of receipt

Returns & Refunds, Replacement, Repair button


● Orders that have been confirmed 30 days after receipt and within the warranty period

Refund only (return freight for Replacement/Return only), Repair button



③ Bundle products engravable


As we know, bundles were not available for individual engraving before, which caused great inconvenience for our customers. During this April Flash Sale, a laser engravable input box will show up as long as we select a specification of the bundle. This way, those who purchase our bundles are able to select an engraving as well.




V、Opinions and Suggestions are welcomed


We sincerely invite all of you to join in and follow our improvements. We welcome any opinions and suggestions, simply send us an email at cs@olightstore.com or contact any Olight representative on Olight’s official social media platforms. We will follow up, listen to your suggestions, and implement improvements.

Let’s conquer the darkness and proudly light up the world anytime, anywhere!

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Review

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All Reviews (3)

Angel Prats

Awesome and thanks for listening to what your customers want and need.

Posted on: May 08, 2022, 11:42:36

Philip Schutter

This all sounds wonderful. I am somewhat new to olight and I feel like my voice has been heard.

Posted on: May 05, 2022, 15:12:05

Joshua Nehlig

Great feedback and follow up. Thanks!

Posted on: May 01, 2022, 22:44:31