/PRZWT/ In the kitchen appliance industry, where "product homogeneity" is becoming increasingly prominent, "service" has become the core competitive field for high-end brands. According to research by AVI Online, current users' demands for kitchen appliances have expanded from "buying a good product" to "receiving a complete experience of a better life". However, the traditional pain points of "slow installation, frequent evasion, and fragmented services" have become obstacles to industry upgrading. Against this backdrop, Kaide Electrical, positioning itself as "China's high-end new kitchen appliances", has transformed after-sales from a "cost item" to a "value creation item" by building a "full journey service system", providing a new idea for the service upgrade of high-end brands.
Kantar's service differentiation is first manifested in its extreme pursuit of "response efficiency". In response to the common problem of "slow installation response" in the kitchen appliance industry, Kantar has established a national warranty system covering the Chinese mainland region, opening a 400 service hotline (8:00 - 21:00) and a WeChat official account for dual-channel acceptance of demands, and clearly defining service response standards: for orders placed during working hours (9:00 - 18:00), the order should be received and an appointment made for the delivery date within 2 hours; for orders placed outside working hours, the appointment should be made by 10:00 the next day. This speed has reached the upper-middle level of the industry, especially for products such as embedded convection ovens and dishwashers that require professional installation, Kantar has also formulated standardized service processes such as "machine fixation, waterway connection, power-on inspection", clearly defining the service boundaries to avoid the traditional after-sales problems of "blurred responsibilities, evasion and procrastination".
What is even more groundbreaking in terms of the industry is that CaiDu has extended its services from "fault repair" to the "entire user experience journey". Its launch of the "365-day round-the-clock service" not only covers pre-sale consultation, in-sale installation, and post-sale repair, but also innovatively introduces "CaiDu Cloud Courses", "Foodie Salon", and "Everyone is a Product Manager" as distinctive services, making the service go beyond "process-based" and become a bond for establishing emotional connection with users. For instance, "CaiDu Cloud Courses" provides online cooking tutorials to help users quickly unlock the functions of kitchen appliances and solve the problem of "buying high-end equipment but not knowing how to use it"; the "Foodie Salon" offers offline interactive forms, allowing users to share cooking experiences and forming a community resonance between the brand and users; and the "Everyone is a Product Manager" mechanism directly brings users' usage pain points into CaiDu's R&D system - the problem of "the cumbersome detergent addition for dishwashers" reported by users was ultimately transformed into the "automatic detergent addition function" of G200 dishwashers, which can be used multiple times with precise control of dosage through intelligent sensing, eliminating waste and ensuring cleaning effectiveness.
"After-sales service is not the end of sales, but the beginning of service." A relevant official from Kaide Electric Appliances explained, "The brand's service philosophy is 'to listen more attentively' - to listen more to the unspoken needs of users, to provide more feedback to make users feel valued, and to add more 'ceremonial elements' to make the service an unforgettable memory. Take the installation of embedded products as an example. Kaide engineers not only complete basic services such as machine fixation and power-on testing, but also actively explain the usage precautions and maintenance techniques to users. During after-sales follow-up visits, in addition to confirming the product usage situation, they will also collect users' suggestions for services and form a closed loop of 'service - feedback - optimization'."
The value of this "full journey service" was ultimately reflected in the high recognition from users. At the 7th China Kitchen and Bathroom Industry Innovation Development Summit in 2025, CaiDu won the "Annual User Reputation Product Award" based on user feedback. In the award speech, Avalon Cloud Network mentioned that CaiDu's service "broke through the boundaries of traditional after-sales, allowing the product value to be extended through services, truly achieving common growth with users."
For high-end kitchen appliance brands, the warmth of their services often determines the level of the brand. Kaide Electric Appliances has established a service system featuring "efficient response, diverse experiences, and closed feedback loops". This not only addresses industry challenges but also provides concrete support for the positioning of "China's high-end new kitchen appliances" - when technology and service jointly aim towards "users' better lives", the high-end value of the brand gains the most solid foundation.
