In recent years, more and more domestic brands have embarked on the road to go overseas, reshaping growth and breaking the circle with the help of brand going overseas. Chinese goods have become the first choice for cross-border online shopping by overseas consumers, with 34% of cross-border online purchases coming from China. According to IPSOS data, 71% of consumers believe that Chinese brands are very important.In the course of "domestic products going to sea", a high-end smart electrical appliance brand (hereinafter referred to as T company) is quite representative, the brand has been established for three or four years, the products sell well in 108 countries and regions, serving nearly 50 million families around the world, and the main floor scrubbers and vacuum cleaners have a leading market share in the domestic and foreign markets.
In 2021, Company T's overseas business revenue increased by 180 percent year-on-year65%, accounting for 3166%。
There are two logics behind the success of going overseas: one is to insist on scientific and technological innovation and technological transformation, and use one good product after another to pry open the door to overseas markets; The second is to continuously improve the quality of service and build trust between brands and consumers by providing high-quality services to overseas consumers.
Since last year, in order to bring better services to overseas consumers, Company T has made a lot of efforts and attempts. At that time, the customer service solution in use gradually exposed some problems:
The service system and the internal system are not connected, and the information between the systems is fragmented, resulting in low service efficiency.
The work order process is broken, "email + work order" cannot be closed, and the customer's cross-system operation efficiency is low;
The data is scattered, the tracking and management is difficult, and the front-end ability is weak.
Based on these problems, Company T has reached a cooperation with Wisdom Tooth Technology to build a cross-border integrated customer contact solution with full process access, multi-department collaboration, and perfect monitoring and management through Wisdom Tooth ** customer service + call center + email customer service + work order under the background of e-commerce platform business and supplemented by self-built stations. 
Wisdom Tooth Solutions.
Up to now, Company T's overseas customer satisfaction has increased from 63% to 90%.
01Break the channel barrier, unify the customer service workbench, and connect with all channels.
First of all, think about a question: what are the reception entrances for overseas enterprises?
Generally speaking, there are three categories:
Self-operated business sites: apps, brand official websites, independent sites, etc.;
Social: Facebook, Twitter, WhatsApp, etc.;
Platform e-commerce: Amazon, Shopee, etc.;
The reception channels are very rich, especially the large number of e-commerce platforms, and overseas enterprises will settle in different platforms in order to expand sales, and the ways or conditions for each e-commerce platform to support docking are different, and it is impossible to integrate the messages of each platform into the same background. Therefore, customer service staff have to constantly switch platforms and respond to customers from different channels, which is time-consuming and laborious.
This requires the customer service platform to ensure that users can enter the line from different channels and can be gathered to a unified workbench for customer service promotion, so that customer service personnel can quickly receive and serve customers.
Based on this, Company T has deployed an integrated customer contact solution of **customer service + call center + email customer service.
Through the ** service to receive users from the official websites of various countries, the call service to receive users who call the official consultation of various countries and regions, and the email service to deal with the needs of more than 20 e-commerce platforms such as Amazon, Lazada, eBay and so on. And email, voice, and ** are all carried and solved on a unified customer service workbench.
02Break the barriers of first- and second-line customer service, collaborate with multiple departments, and improve business processing efficiency.
Connecting omni-channel users with a unified customer service platform is the first step, and the next thing to do is to quickly handle the next needs.
There are many business departments involved, such as products, technology, finance, warehouses, etc., and in order to quickly solve the needs of omni-channel users, it is necessary to ensure that the front-line customer service and the second-line support team can collaborate efficiently.
Moreover, for overseas brands, it involves not only cross-departmental collaboration, but also cross-regional, cross-time difference, multi-language collaboration, etc., which is a greater challenge.
In order to help Company T improve the efficiency of problem handling, Wisdom Tooth has opened up the work order product in the existing **Call + Email omni-channel parallel framework, and realized the closed-loop of ** work order, call + work order, and email + work order.
Call + work order closed-loop embodied in the mail service, the deployment of the mail system, each e-commerce platform or store after receiving the email unified ** to the mailbox in the mail system transfer, the transit mailbox unified in the background to create a work order, flow to different languages of the workplace, each workplace after the processing of the original reply.
In the process of front-line customer service personnel, they can create and fill in work orders with one click in the background, and rely on functions such as work order flow triggers and timing triggers to automatically assign work orders to the corresponding business departments. After the second-line business personnel receive the work order and process it, they will return the processing results to the front-line customer service personnel and finally feedback to the user.
Work Order Circulation Solution 03 Break the system barriers, connect with business systems, and improve the overall efficiency of services.
I placed an order and bought a floor scrubber 20, I want to change to 30 paragraphs, what should I do? How to make up the difference? ”
When will my 618 order be delivered on the same day? ”
My floor scrubber is still under warranty, ** submitted a maintenance application, when will the master come to the door? ”
I submitted a return request, how many days will it be processed? When will I get my money? ”
Customer service staff receive a large amount of inquiries every day, and different consultations involve different modules, and customer service personnel need to grasp the data of customers, procurement, materials, warehousing, business and other modules in real time in order to achieve rapid processing. Based on this, Company T connected ERP, WMS and other systems with the customer contact platform, and migrated the historical data of the original customer service platform. On the one hand, the sidebar of the customer service workbench integrates user portraits, so that customer service personnel can provide predictive and personalized services based on complete user portraits when they do service reception, so as to improve the shopping experience and satisfaction of overseas users.
On the other hand, the work order is deeply connected with the business system and the cross-border ERP system, and the information can be automatically brought in and filled when creating a work order, and the customer service staff only needs to input key information to automatically output multiple associated information, which improves the efficiency of work order creation. 
In addition, the integrated customer contact solution has rich data monitoring and analysis capabilities, comprehensive service summary analysis, refined statistics, data review, etc., which can provide data support for enterprises to formulate or adjust delivery and operation strategies.
Through continuous scientific and technological innovation, technology transformation and service improvement, T Company is gradually becoming a high-end international brand in the global value chain.
In the future, T Company will use its own overseas experience to help more Chinese brands go abroad, and in this process, Wisdom Tooth Technology will continue to empower T Company with integrated customer contact, and build a mature cross-border integrated customer contact solution for more and more overseas enterprises.