Author of this article：Marshall, MIXDESK Overseas Research Institute
Introduction
R Company is a leading excavator machinery manufacturing company, but with the continuous expansion of their business, they have faced multiple difficult challenges.：
- The sales team spends a lot of energy on the basic consultation of the customer in the early stage, but fails to focus on the core issues that contribute to the transaction.；
- Customer sources and channels are scattered, covering multiple websites, Facebook pages, WhatsApp accounts, etc., resulting in untimely replies to messages and serious loss of high-quality leads.；
- The business covers many countries and regions, with a wide range of languages, and the switching of translation tools is time-consuming and laborious, which is inefficient.
Out of consideration for ROI, R Division has been looking for a way to solve these problems by using the current explosive AI without increasing labor costs. Together with Mixdesk, Company R has not only successfully solved the above pain points through the following strategies, but also achieved remarkable results such as saving 180 hours of manpower per week, saving 120,000 yuan in costs, and increasing the customer retention rate to 93%, successfully advancing the business to the next stage of development!
Application 1: Dedicated AI staff
Company R's business covers many countries, and time difference and language differences have become a major challenge. Especially in the middle of the night, the sales staff has been off work and no one has responded to customer messages, resulting in the interruption of marketing activities. This period of time is precisely the peak period of activity of overseas customers, which seriously hinders the further development of the business. To this end, R Division uses Mixdesk's AI capabilities, Equipped with dedicated AI employees. By uploading our own product knowledge base, plus customizing the personality and service goals of AI employees, Company R has achieved 100% unattended reception! AI employees can automatically interact with customers, ask for contact information, understand product needs, and even answer complex technical questions, joke with customers, and mobilize customer emotions. For customers with strong intentions, AI employees can also accurately identify and combine Mixdesk's automated workflowDo classification and labeling processing for it to facilitate the follow-up of key follow-up by sales staff. This initiative increased the order completion rate by 30%.
Mixdesk
AI Agent
Application 2: Multi-channel message aggregation
Company R's marketing and promotion channels are highly decentralized, including multiple website landing pages, Facebook pages, and multiple WhatsApp personal accounts, totaling up to 23 channel sources. Sales employees need to frequently switch platforms and accounts to reply to messages, resulting in the loss of one another, and important customer information is often missed. To solve this problem, R company introduced the Mixdesk system，Integrate all accounts into the Mixdesk workbench, to achieve centralized management of messages. This initiative has greatly improved the efficiency of message response and management efficiency, ensuring that sales can follow up on every potential customer in a timely manner, and there is no need to switch back and forth between various marketing accounts, improving work efficiency by more than 50%.
Application 3: Real-time translation of global languages
When facing multi-country markets, language barriers are a big challenge to the sales team of R company. However, multilingual sales staff are scarce and costly, and traditional translation tools have problems such as cumbersome switching and inaccurate translation. pass Mixdesk's real-time translation function, The sales staff of Company R only need to use Chinese to communicate smoothly with multinational customers, eliminating the need to rely on multiple translation software. This function not only improves communication efficiency, but also avoids misunderstandings caused by translation errors.
Application 4: Automated workflow
Facing multi-language customer inquiries, Company R used to be unable to judge the customer's native language, and could only send a unified English welcome message to all customers. For customers with poor English proficiency, it is basically impossible to guide them to speak and then make a deal. Through Mixdesk's automated workflow, the system can automatically send a welcome message in the corresponding language according to the language settings of the customer's browser, break the language barrier, and actively guide customers in various languages to consult, and the customer opening rate has increased by 60%!
Company R has many marketing channels, and it is difficult for the market to accurately evaluate the conversion effect of each channel. With the help of Mixdesk's automated workflow, it can accurately identify and mark customer sources, and even track specific market delivery advertising materials to help the marketing department of R company optimize marketing strategies and increase conversion rates.
R Company's success story
Through with Mixdesk With the cooperation, Company R not only solved the problems of multi-channel message management, time difference and language differences, but also significantly improved work efficiency, customer retention rate and marketing department conversion rate. More than 180 hours of staff time are saved every week, and the customer retention rate reaches 93%! The application of AI employees and automated workflows has increased the order completion rate by 30%, and the customer opening rate by 60%! On the basis of reducing operating costs, these results have also greatly improved customer satisfaction and business conversion rates.
R Division's next plan
The R division plans to further tap the powerful capabilities of Mixdesk and take advantage of it.Proactive marketingThe ability, combined with automated workflows, enables AI employees to automatically reach customers in batches after obtaining users' private contact information. After Company R learned that there will be no additional charge for increasing the number of agents in Mixdesk, and that there is no need for a VPN during the use process, it also plans to unify the communication between all its sales employees and customers to Mixdesk workbench。 This initiative can not only improve the efficiency of teamwork, but also effectively protect the company's customer resources and avoid the situation where sales employees leave and take away customers. In the future, R company will use Mixdesk to realize the whole life cycle management from customer reach, transaction to reactivation, and comprehensively improve customer experience and business efficiency.
