Author of this article：Marshall, MIXDESK Overseas Research Institute
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Company J is a professional purchasing agency company rooted in Yiwu. Its core business is to help global customers import various commodities from China. Whether it is a novice e-commerce seller, a small and medium-sized importer, or a traditional large distributor deeply engaged in the industry, you can find suitable services in Company J-its customer territory has covered the United States, Ecuador, Argentina and other countries and regions.
From screening reliable Chinese suppliers, following up purchase orders, to ensuring the smooth delivery of products, Company J provides full-link services, which is an important link for “made in China” to the global market.
Challenges and pain points, the “communication dilemma” of global customer service
As a company that mainly serves global customers through WhatsApp, Company J's customer service system has been plagued by three major problems for a long time, which seriously restricts business development.：
One isThe dual communication barriers of multiple languages + time difference。 Customers come from different countries, and the consulting languages cover English, Spanish, French, etc. The customer service team often has difficulty understanding the real needs of customers due to translation errors in traditional translators; Coupled with cross-time zone differences, customers often have to wait a long time after sending a message to receive a reply, and the customer service time is infinitely stretched, losing a lot of potential.customer.
The second isTeamwork dilemma caused by a single WhatsApp account。 Company J only uses one official WhatsApp account to connect with all customers, and the chat records of thousands of customers are concentrated under the same account: when the customer service receives inquiries, it is not clear whether the customer is the first consultation or the repurchase customer, and the second consultation customer often needs to repeat the requirements; it is also prone to “The chaotic situation of the same customer being replied to by multiple people" or "no one follows up on the customer's consultation" not only wastes manpower, but also makes the customer feel that the “service is unprofessional.”
Three isManpower is tight and it is difficult to bear the pressure of customer growth。 As the number of global customers has increased year by year, the number of inquiries on WhatsApp has exceeded 300 per day, but there are only two existing customer service teams, and even if they work overtime, they cannot cover all inquiries, and the risk of customer churn continues to rise.
These three pain points are superimposed, causing J's global customer service to fall into the dilemma of “wanting to do it but not doing it well”.
Mixdesk solution to solve the triple problem with AI customer service
Facing the core demands of J Division，Mixdesk With AI customer service technology as the core, we will create a ”precise adaptation" solution to completely break the situation from the three aspects of communication, collaboration, and manpower.：
1. Super anthropomorphic AI customer service responds during all hours of the day, releasing 80% of manpower pressure
In terms of alleviating manpower constraints，Mixdesk's AI customer ServicePlayed the role of “main army”! Mixdesk's after-sales team assisted Company J to build a knowledge base covering high-frequency issues such as “product basic knowledge, order tracking, payment process, product specifications, and logistics timeliness” based on its real business scenarios. AI continuously learns and optimizes based on the content of the knowledge base and actual business scenarios, and is now able to 7*24-hour online automatic response to more than 80% of customer inquiries.
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More importantly, the reply of Mixdesk AI customer service is not a mechanical template. It can recommend Basic Plan or Pro Plan for customers at the right time based on the real-time chat situation, and even guide customers to place their own orders! Once the AI customer service recognizes a clear demand (such as the desired product picture, quantity, and budget), it will automatically mark the “high-value demand” and transfer it to manual customer service, allowing manual customer service to directly serve core customers without wasting time on invalid customers.
In terms of details, Mixdesk AI customer service will also simulate real manual customer service, and the response speed will be intelligent adjusted according to the number of words in the content, and the response style will be adjusted based on customer emotions-to speed up the pace of response for anxious customers, to add detailed instructions to cautious customers, and to calm angry customers first before solving the problem.
2.AI Customer service-driven language recognition, two-way native language translation breaks down communication barriers
Facing the problem of multilingual communication，Mixdesk's AI customer service system relies on powerful language processing capabilitiesBecome the key to breaking the game. AI can automatically recognize the language type based on the customer's IP address and the message sent, and send the corresponding welcome message.
During manual reception, the AI customer service will translate the message into Chinese in real time and present it to the manual customer service. Local slang and industry terms are a cinch. You don't need to be proficient in a foreign language to accurately understand customer needs! At the same time, the customer service only needs to enter the Chinese content, and the AI customer service can accurately translate it into the customer's native language to achieve two-way silky communication at the native language level.
3. AI customer layering + intelligent distribution, cracking the confusion of single-account collaboration
After J company binds the official WhatsApp account to the Mixdesk system,，The problem of manual customer service collaboration has also been perfectly solved.Only need to open a dedicated Mixdesk sub-account for manual customer service, and the system adopts an intelligent rotation distribution mechanism to evenly distribute incoming customers to existing customer service to ensure the efficient use of service resources.
At the same time, the Mixdesk AI customer service system will perform “dynamic stratification and attribution” for all customers: based on the customer's consultation content, such as large order inquiry, historical interaction frequency, order record and other data, the customer will be labeled as “repurchase customer”, “Potential major customer”, “new customer”, etc.,It is convenient for manual customer service to provide targeted and fast service.
Core effectiveness, double improvement in service quality and efficiency driven by AI
After 6 months of on-the-ground application, the Mixdesk AI customer service solution has brought visible changes to J Company, and a comprehensive breakthrough at the data level.：
- Communication efficiency has improved by leaps and bounds: The response time of customer service has been shortened from an average of 10 minutes to 15 seconds, and the efficiency has been increased by 40 times; the missed WhatsApp message rate has decreased from 10% to 0%!
- Significantly reduce the cost of teamwork: The distribution of customer attribution is no longer chaotic, customer service no longer repeatedly serves the same customer, and the efficiency of teamwork is increased by 65%!
- Two-way optimization of manpower and transformation: The average daily processing volume of manual customer service has increased from 30 to 80 inquiries, but the workload has been reduced by 40% (AI customer service undertakes a large number of basic inquiries); the follow-up conversion rate of high-value customers has increased from 25% to 55%!
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Customer voice, “AI customer service has doubled our business”
“In the past, when we were doing global customer service, we were always overwhelmed by the three mountains of ‘language barrier, chaotic customer management, and insufficient manpower’-customers complained about slow response, and customer service complained about chaotic work. But Mixdesk AI customer service has completely changed all this: it can automatically recognize languages, assign customers, and help us answer most inquiries 24 hours a day. For the product knowledge base, it is clearer than manual memorization. ”
The marketing director of Division J mentioned, "Now customer service no longer has to stay up late to stare at customers, and there is no need to waste 1 second on worthless customers. It can focus more on the follow-up of high-value customers." In the Q2 quarter of 2025, our GMV doubled, and Mixdesk AI customer service has contributed a lot, which also gives us the confidence to expand to more countries and markets! ”
Conclusion
In view of the typical scenario of “serving global customers and relying on instant messaging tools” in the procurement agency industry, Mixdesk takes AI customer service technology as the core, not only to help J company crack the triple pain points of “communication, collaboration, and manpower”, but also to create a set of reusable customer service tools. ”Smart Customer Service Model"！
In the future, Mixdesk will continue to deepen the integration of AI customer service technology and procurement agency business, optimize product iteration based on the actual needs of customers, and helppartnerFurther reduce costs and increase efficiency, and occupy a more favorable position in the competition in the global market.
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