您当前的位置是:  首页 > technology > Call Center > Outsourcing & Park >
当前位置:首页 > technology > Call Center > Outsourcing & Park > Consumer electronics exports cross-border e-commerce companies how to plug their own wings?

Consumer electronics exports cross-border e-commerce companies how to plug their own wings?

- China's new foreign trade

2018-05-03 11:12:47 Author: Source:CTI ForumComment:0  Click:


Thanks to the global manufacturing superiority position and the relaxed policy environment created by the Chinese government today, since 2013, the entire industry of cross-border e-commerce in China has become the fastest growing field of “Internet +” in just a few years. Experts predict that in the next 3-4 years will maintain a vigorous growth. The world's richest man, Bill? Gates even once said: "In the 21st century, either e-commerce or no business". In the current situation, this is no longer a myth. Compared with traditional foreign trade, cross-border e-commerce based on the significant advantages of the Internet has overcome its limitations in global time and space, bringing great convenience to the daily life of consumers around the world, and of course, direct Affected the development of traditional international trade. The "Book of Changes" has a cloud: "The poor will change, the change will pass, and the general will be long." Under the influence of the continuous development of China's new foreign trade, more and more small and medium-sized foreign trade companies and factories have begun to seek cross-border transformation in response to the "spouts". . The most thorny issue for a company that wants to do overseas cross-border e-commerce is not only to transition from the product, but more importantly, it needs cross-border electricity business owners to change their thinking from the level of customer service level, and strive to enhance the overseas customer experience. Increase online consumer confidence and attract more visitors.
Callnovo Multilingual Call Center is a global professional multilingual 24X7 all-weather one-stop international call center service provider. In April 2018, it was officially established with a cross-border e-commerce company for consumer electronics products in China (represented by the real company name, WHEELE). Signing the cooperation agreement has become an important partner to support the company's overseas market expansion. WHEELE mainly focuses on high-tech innovative products for outdoor transportation series. In addition to the domestic sales of some products, the brand also provides a official website sales platform for retailers as a retailer. In the early stages of its entry into the UK market, although the product has won the favor of many local consumers, it also encountered a series of obstacles to the lag in customer service management on the road to market expansion.
 
For example, due to the large battery capacity of a certain consumer electronics product under the brand name, the British Consumer Association has asked WHEELE to print the UK 800 number customer service phone on the consumer electronics product for various security considerations. If there are any questions or safety problems in the use process, the manufacturer can be found by telephone in time.
In addition, as with many Chinese cross-border export e-commerce providers, WHEELE's online model for overseas customers is more self-service ordering via website messages on the website and non-real-time communication. From the point of view of website sales performance, the product itself is expensive, if the answer is only through simple mail before the sale, the effect of the general order is not obvious, and the re-buy rate is not improved, even if it is a performance increase in the shopping season. Not great. In addition, for a cross-language, cross-regional, cross-cultural, and customary unfamiliar market, once a customer's after-sales problem arises, there are significant hidden dangers and challenges both in terms of return and replacement costs, communication efforts, and operational risks.
In order to enhance the level of customer service in the European market, WHEELE cooperated with Callnovo's one-stop multilingual call center outsourcing company. Callnovo assisted WHEELE to apply for the opening of 800 local toll free numbers in all European countries, and first launched the customer service call center in the UK market outsourcing to Callnovo. The English-speaking English customer service team of Callnovo provided pre-sale and after-sales services. The sales of smart consumer electronics products are very obvious in the UK during the peak season, so the contact volume is not particularly balanced. In the initial stage of the project, only one customer service representative is required in the UK market. The service coverage is from Monday to Friday from 9:00 to 17:00. The main tasks are responsible for the pre-sales problem consultation and reply in the UK market, timely processing and information entry of product after-sales problems, first-line technical support and online chat customer service.
Callnovo Philippines English native language customer service representatives have a wealth of experience in call center services and e-commerce retail professional services skills. They also have a considerable degree of understanding of the country’s culture and customs in the destination country. Prior to the launch of the project, Callnovo's customer service representatives received a two-day WHEELE product and service process training and were immediately put to work. On the third day of the project's trial operation, they began to win several orders for the WHEELE company successfully through Live Chat online chat. Has produced gratifying results and value. According to the data feedback of the person in charge of WHEELE, the single volume created by the online business representative of Callnovo currently accounts for 80% of the company's total volume. Callnovo's pre-sales consulting/after-sales call center team helped the brand quickly transform the customer service team from a cost center to a profit center. What is most gratifying to WHEELE is that recently they have received more and more end-users from the United Kingdom to praise and thank WHEELE products and services.
What is even more exciting is that this is just a benefit created by a Callnovo customer service representative for customers, and the service time covered is only 8 hours. You know, online sales on Black Friday and Thanksgiving in Europe will suddenly soar, and the demand for pre-sale consulting and after-sales customer service will also increase rapidly. Moreover, according to the analysis of e-commerce, consumer online shopping behavior and trend authority experts, it is concluded that in the UK, the highest degree of activity and visits at night is from 20:00 to 24:00, due to the short operating hours and the peak periods. We have not yet touched on it. Next, the company will soon have to face the consumer shopping season for consumer electronics in the European market. It will need to increase the size of the team and other small European languages ​​such as German, Italian, French and other customer service representatives to help develop the entire European market.
Callnovo can comply with the needs of China's new foreign trade, not only can operate 24 hours a day, 365 days a day, providing more than 30 kinds of mother tongue pre-sales consultation, after-sales service and technical support for the cross-border e-commerce target market, but also according to the business The target market's business volume or expected contact status can flexibly adjust the customer service time, and can also adapt to the scale of the business product season to increase or decrease the scale of the overseas mother tongue customer service representative team at any time. The cooperation between WHEELE and Callnovo has brewed more room for expansion and profit maximization.
WHEELE Cross-Border E-Commerce has witnessed the company's professional capabilities and competitive advantage at the initial stage of its short-term operations. Whether it is the degree of professionalism in customer service, satisfaction with consumer experience or single rate, the brand gives a high rating to the professional competence of Callnovo multilingual call center.
Why does a one-stop multilingual call center service help cross-border export e-commerce boom?
1. Professional and skilled customer service skills and experience.
In the current Chinese talent market, company salesmen or technicians with rich experience in traditional foreign trade are very easy to recruit, but there is a large shortage of pre-sales and after-sales customer service personnel for new foreign trade. This is because new foreign trade is completely different from traditional foreign trade. The traditional foreign trade is B2B for foreign wholesalers, and the new foreign trade directly faces the majority of foreign consumers belonging to B2C; the traditional foreign trade is wholesale, the new foreign trade is retail; the traditional foreign trade focuses on quality prices, and the new foreign trade needs additional consumer experience and provides excellent customer service. The traditional foreign trade can talk slowly with the guests and use the container to go by sea. The new trade needs a piece of goods to be quickly traded into a single order and delivered home as soon as possible. As a professional customer service center with more than 10 years of overseas operation experience, Callnovo can establish a complete and comprehensive speech system for export cross-border e-commerce companies through professional customer service language and professional understanding of enhancing customer service experience so that overseas consumers can feel The sincere and gratitude of professional customer service enables customers to have a more cordial and friendly shopping experience.
2. Good language skills.
If you want to do a good job of cross-border e-commerce operations, the ability of English is very important, not only reflected in the detailed website page description, but also to communicate directly with customers, especially in the consumer disputes with customers, Language-based customer service can better solve customers' problems. Each time an outstanding consumer solves a specific problem, it is a stepping stone to enhance the sales of future businesses.
3. Induce customers' ability to place orders in a timely manner.
In the process of communicating with customers, pre-sales customer service representatives can observe the back-office system, timely determine the customers who are interested in purchasing, and communicate the customer's patience to introduce relevant product features and advantages to customers. Let customers place orders with one click and feel comfortable buying them.
4. Ability to guide customers' negative emotions correctly and timely.
The customer is controversial about the order and is not satisfied with the product. The customer will certainly have a lot of negative emotions. The expressions include bad feedback, exposure of social media, direct return, etc. This is the time to test the ability of online customer service. Callnovo customer service will quickly and fully communicate with customers in various ways through their professionalism and language skills. They will also understand and identify with customers, and ultimately allow customers to trust us again, so that customers' negative emotions can be resolved and lay the foundation for the resolution of disputes.
The multilingual customer service center is not the actual profit-making department of the company. Therefore, many companies do not invest too much cost and effort in the operation and management of the customer service department. Even the customer service departments of many cross-border enterprises are dispensable. In fact, the new concept of consumption in the West is that the customer experience is more important than the product. This trend has also proved a word by the ancient Greek philosopher Aristotle: A good thing will give people satisfaction, but a pleasant experience will bring happiness to people. Returning to our WHEELE Consumer Electronics Service Case for example, in fact, a toy will soon be replaced by a new toy, and the customer experience during the purchase process will directly affect their cross-over. Corporate loyalty and repurchase rates.
Are you planning to excel in the highly competitive overseas cross-border e-commerce 4 billion consumer market? From now on, like WHEELE, immediately jump to the wings of its cross-border business with a multilingual customer service center!
[Disclaimer] This article only represents the author's own opinion and has nothing to do with the CTI Forum. The CTI Forum maintains its neutrality in the presentation of statements and opinions, and does not provide any express or implied warranty for the accuracy, reliability or completeness of the contents contained therein. Readers are for reference only, and please bear full responsibility for yourself.

Topics