Low barriers to entry in e-commerce make it easy to start, but standing out from the competition is not easy. Effective customer communication is one of the keys for success. We would like to share the 4 key elements to build a “customer-first” service philosophy and service quality.
Why is Customer Service Important in Cross-border E-commerce?
Low barriers allow businesses to start with just a platform. Therefore, customer service is of utmost importance. It is essential to grasp the customers’ first impression and satisfaction.
Customers hold significant word-of-mouth influence, so we should primarily focus on establishing strong relationships with customers through seamless and smooth interactions.
How to Overcome Customer Service Challenges in Cross-border E-commerce?
To maintain a good customer relationship, it is essential to implement the following 6 strategies:
- Efficient Service Level
- All-in-one Platform
- Loyalty & Retention
- After-Sales Service
- Escalation
- Profitable
How to Enhance Response Quality and Reduce Customer Waiting Time?
TECS Cloud Platform for Integrated Multi-channel Support
- Integrating multiple communication channels to enable efficient customer service.
- Telexpress TECS platform that effectively organizes customer lists, past conversations, and labels.
👉 Further Reading: TECS Cloud, the Ultimate Operational Tool with Seamless Communication Across Time Zones
Brand-specific knowledge base and human-bot collaboration
- Service needs and skills are set up for efficient routing, utilizing the knowledge base for quicker customer service responses.
- Problem categorization and regular knowledge base updates.
- Telexpress offers an operational model of combining live customer support with human+AI chatbots, effectively utilizing a vast knowledge database to provide high accuracy and resolution in service quality.
Customer Self-Service Inquiry
- Precise FAQ Design
- Multiple service options
- Telexpress TEMCS offers customized service features or visual materials based on brand needs.
Instant Response
- Instant response to seize potential customer conversion opportunities.
- Real-time reports to immediately understand customers’ preferences.
- Telexpress six operation modules provide localized, seamless real-time services, eliminating the need to interact with customers day and night.
Telexpress Smart CRM and AI Chatbot have already achieved over 100 successful cases in the Asia-Pacific region, enable to collect and analyze customer interactions throughout the shopping process, predict buying behavior, and efficiently manage customer relationships.
Curious about more practical applications and effectiveness in AI customer service and sales? Feel free to consult with our consultants who can tailor solutions specifically to your needs.
