Helping IMOU overcome overseas service pain points and establish a global customer service standard system-Instadesk

Project Challenges

Channel Fragmentation: Overseas markets have over 20 diverse service channels (including mainstream social media, local platforms, e-commerce internal messaging, email, and phone). Enterprises need to connect, maintain, and monitor these channels individually, resulting in a significant resource diversion.

Complex Multilingual Requirements: Service coverage spans over 10 major languages. To provide high-quality, error-free service, enterprises have assembled a large, multilingual, professional customer service team, resulting in significant human resource costs.

Delayed Service Response: Customer inquiry information is scattered across various channels, leading to lengthy internal response processes, poor information transmission, and ultimately extended customer wait times, impacting customer satisfaction.

Solution

Building an Intelligent, Integrated Global Customer Service Solution to Improve Customer Experience

To effectively address the core challenges of overseas customer service, such as channel fragmentation, multilingual barriers, and delayed responses, Zhongguancun Kejin has proposed the following integrated solutions:

Unified Omnichannel Access: A unified customer service workspace enables seamless integration of over 20 major overseas channels. Customer inquiries from all channels are funneled into a unified platform, eliminating the need for customer service staff to switch between multiple backends, effectively eliminating the inefficiencies and management chaos caused by fragmented channels.

Deep System Integration and Data-Driven: Data synchronization with the Huacheng OMS management system is achieved through standardized APIs. When customer service inquiries are handled, the workbench automatically retrieves and displays customer information, providing data support for precise service. Integration with the enterprise knowledge base API ensures that customer service staff can quickly retrieve and access the latest and most accurate product information and solutions.

AI-enabled intelligent workflows: Powered by AI real-time translation and a built-in high-performance multilingual engine, this allows real-time translation between multiple languages. Customer service can easily handle global inquiries, significantly reducing reliance on multilingual personnel and communication errors. Intelligent ticket classification and routing intelligently assign tickets to teams with relevant skills or responsibilities, improving first-time response and problem resolution efficiency.

Global service coverage: Based on the customer's local time zone, tickets are prioritized and assigned to service teams in the same or adjacent time zones, ensuring customers receive the most timely response during business hours and improving cross-time zone service response times and the customer experience.

Customer Benefits

A unified workbench standardizes global services, ensuring consistent service practices and quality standards across global service teams. Leveraging the AI real-time translation engine, the customer service team can efficiently and accurately support real-time communication in 15 languages, breaking down communication barriers. Based on an intelligent ticket system and optimized routing, we achieved a 99.2% ticket processing SLA compliance rate, significantly improving response speed and customer satisfaction.