Abstract: In response to this common problem in the industry, a kitchen cabinet manufacturer chose to collaborate with Instadesk and introduced its Call Center product. Particularly, by leveraging intelligent tools such as predictive outbound calls, they simplified and restructured the after-sales outbound call process. As a result, the call connection rate stabilized at 60%, and the agent productivity significantly improved. This has set a reference benchmark for the digital transformation of after-sales services in the modern home furnishing industry.

Under the dual waves of global consumption upgrade and digital transformation, the traditional home furnishing industry is entering a new window period for service upgrades. As a well-known international brand in the field of high-end integrated cabinets and full-home customization, this kitchen cabinet has always regarded user experience and after-sales service as the lifeline of the brand. However, with the continuous expansion of its global market scale and the rapid growth of customer numbers, the traditional after-sales service system gradually exposed problems such as slow response, difficult reachability, and scattered data, which restricted the further improvement of service quality and led to the constraint of international order processing.

Facing this common problem in the industry, this kitchen cabinet chose to collaborate with Instadesk and introduce a Call Center system. Particularly, by leveraging intelligent tools such as predictive outbound calls, they simplified and restructured the after-sales outbound call process. Eventually, the call connection rate stabilized at 60%, and the agent productivity significantly improved. This has set a reference benchmark for the digital transformation of after-sales services in the modern home furnishing industry.

Premise: The Bidirectional Nature of Furniture After-sales Service

Home furniture after-sales service is bidirectional. It includes both the situation where customers actively contact the merchants to report problems, and the situation where merchants actively inquire about the customers' usage. These two forms complement each other.

Customers contacting merchants actively: When customers are using the product (such as a cabinet), and encounter issues like installation, quality, or usage methods, they will actively contact the merchants through phone calls, online customer service, etc., seeking after-sales service. This is a familiar after-sales scenario for everyone.

However, it is also necessary for merchants to contact customers actively. The reasons for this include:

l Active care and pre-resolution of issues: For example, after the product is delivered, at certain points such as after installation or after the customer has used it for a month, merchants will call the customers to inquire about their product usage experience and whether there are any problems. This can help detect and solve issues before they become serious or before the customers become aware of minor problems, thereby enhancing the customer experience.

l Collecting feedback to optimize products and services: Through active outbound calls, merchants can widely collect customers' opinions and suggestions regarding the product and after-sales service. These feedbacks can be used to improve product design, production processes, or optimize after-sales service procedures, providing data and case support for product upgrades and marketing strategy adjustments.

l Improving customer satisfaction and brand reputation: Contacting customers actively, making them feel the merchants' attention and care, can enhance the customers' perception of the brand.

I. Pain Points in After-sales Service of Home Appliance Giants

This kitchen cabinet brand, as a professional service provider for international high-end integrated cabinets and custom home furnishing, has been working on multiple dimensions such as quality, brand, marketing, and service for many years, aiming to create a brand-new digital system to meet the constantly upgrading consumer demands. However, the rapid growth of the global market has not only injected strong development momentum into the enterprises but also brought considerable challenges to cross-border after-sales service.

On one hand, the traditional after-sales service is inefficient. In the customer after-sales process, manual call center agents often manually call one by one, which not only has low outbound call efficiency but also makes it difficult to ensure the connection rate. In many cases, the after-sales demands of foreign customers cannot be reached in time, making it difficult for the enterprises to quickly understand the real needs of overseas customers, and precise after-sales service is out of the question.

On the other hand, after-sales service is difficult to form a data loop. Home products involve multiple links such as design, production, installation, and after-sales, and each link may generate customer feedback. However, in the past, these feedbacks were scattered and difficult to integrate, unable to provide effective data and case support for product upgrades and marketing strategy adjustments. Without data support, enterprises have no way to solve problems.

For Jinxing Kitchen Cabinet, improving after-sales service level is a difficult problem that needs to be solved urgently at present.

II. Instadesk - Call Center: Technology Empowers, Precisely Solves Problems

In response to the Aftermarket pain points of this kitchen cabinet brand, Instadesk introduced the Call Center system. Through technological empowerment, it provided strong support for achieving efficient and precise global after-sales services.

1. Call Center: Through predictive outbound calls and batch outbound calls, it comprehensively improves the efficiency of outbound calls and the utilization rate of agents, better reaches customers, understands their true needs, provides precise after-sales services for overseas customers, and improves customer satisfaction.

In simple terms, how was it done before? Employees manually dialed one by one, spending most of their time listening to the "beep... beep..." waiting sounds, or encountering issues such as busy lines, missed calls, time differences, etc., resulting in low team efficiency. How is it done now？ The Call Center is like an "automatic dialer + intelligent task distributor". It can automatically batch-dial calls, proficient in over 180 languages and only transfers ed connected calls instantly to language-matched and available customer service agents.

To sum up the value: Let customer service personnel spend every minute on "effective communication" instead of wasting time on "ineffective waiting".

2. Predictive outbound calling: By integrating predictive calling algorithms, voice recognition and other technologies, it can real-time monitor and predict the call connection success rate and the availability of the call center agents. It can automatically identify the numbers that need to be called, reducing call waiting time and eliminating inefficient outbound calls.

In simple terms, the ordinary automatic dialing system is still a bit "stupid". It may dial too many calls at once, resulting in the customers who are connected not being ly connected to the human customer service, which instead leads to complaints. How "smart" is our system? It can "see" everything in real time: it looks at how many calls can be connected and at the same time, it looks at which of our customer service staff is about to finish their work. Then, it acts like an experienced dispatch expert, able to predict who to call next, ensuring that when the call is connected, there is already a customer service ready to respond.

To sum up the value: It achieves "zero waste", completely eliminating the awkward gaps between customer calls and customer service, and between customer service and customer service. This not only maximizes efficiency, but also avoids offending customers due to untimely connection, resulting in a decline in customer experience.

III. Remarkable Achievements

Through continuous optimization and operation after the system was launched, this cabinet brand has achieved visible and quantifiable improvements in its after-sales service:

l The outbound call connection rate has increased to 60%, significantly higher than the industry average, effectively expanding the international customer base;

l The average daily effective call duration for the human operators has increased to 5-6 hours, significantly improving the efficiency of human operations, and enhancing the quality of the work content for employees;

l The response speed for customer follow-ups has increased by approximately 50%, and the time from complaint handling to resolution has significantly improved;

l The service data and cases have been consolidated into the outbound call system, providing strong data support for product iteration optimization and the formulation of marketing strategies.

What is particularly important is that the after-sales team has been relieved from repetitive and inefficient outbound call operations, and has been able to devote more energy to handling complex issues and maintaining customer relationships, achieving a "dual improvement" in service quality and customer satisfaction.

IV. Revelation: The Digital Transformation Path of After-sales Services in the Home Furnishing Industry

The practice of a certain kitchen cabinet brand has shown that intelligent after-sales outbound calls are not merely about making phone calls; rather, they are the key point for building long-term trust between the brand and the users. Through intelligent outbound call tools, enterprises can not only optimize resource allocation and reduce operating costs, but also precisely capture changes in customer needs in various countries, forming a closed-loop system of "service - feedback - optimization".

For home furnishing enterprises that are in the deep-water zone of digital transformation, the cooperation case between Jinxing Kitchen Cabinet and Detai Intelligent provides a reusable path reference: starting from precise touch, centering on data-driven, and ending with customer satisfaction, gradually build a sensitive, transparent, and sustainable modern after-sales service system.

If your enterprise also faces challenges such as difficult customer reach, low agent efficiency, and scattered service data, please try Instadesk - Call Center. The staff will also provide you with customized solutions.