Case interpretation｜ From “on the verge of dissolution” to “tens of millions a month", how did this metaphysical crystal come back to life?

Author of this article：Marshall, MIXDESK Overseas Research Institute

Customer background: Overseas Metaphysical crystal bracelets, tens of millions of dollars, dark horse

Company F is a distinctive company-withMetaphysical Crystal BraceletAs the core brand, it also operates as a foreign trade purchasing agent. In order to seize the opportunities in overseas markets, Company F has built a closed-loop model of “social media drainage + WhatsApp transaction”: run advertisements through Facebook and TikTok to attract customers, and then use WhatsApp to transfer private domains for chat order conversion. For this reason, nearly 200 WA accounts have been invested and a sales team of more than 100 people has been formed.team.

With accurate market positioning and efficient transformation model, Division F's GMV exceeded 10 million US dollars in just one year, becoming the “dark horse” of the overseas Metaphysical crystal circuit. But behind the rapid expansion, hidden dangers are also quietly breeding: with the surge in team size and customer volume, problems such as chaotic operations and inexplicable loss of customers have erupted, not only hindering business growth, but also making this “rising star enterprise” once on the verge of team dissolution crisis.

Operational dilemma: the management problem of a team of 100 people and 200 WA accounts

1. WhatsApp account management is chaotic, communication efficiency is low, and it is easy to be blocked.200 WhatsApp accounts are scattered among employees. Employees need to switch back and forth between multiple accounts to reply to customer messages. Not only is it easy to miss customer inquiries, resulting in a decrease in customer experience, but it also triggers the platform's risk control mechanism due to frequent switching operations, which greatly increases the chance of account title. Once the account is blocked, not only will customer communication be interrupted, but the customer contact information and communication records accumulated in the past may also be lost, which will have an irreparable direct impact on the business!
2. Customer allocation is “irregular”, and high-quality resources are seriously wasted.。 The 100-person sales team does not have a unified customer distribution mechanism. High-value customers (such as old customers who repurchase bracelets, and large customers who purchase agents) are often randomly assigned, resulting in outstanding sales that cannot obtain more high-quality leads, which not only dampens the enthusiasm of the team, but also leads to “good customers and no one to serve them well.” Waste of resources!
3. Sales supervision is “invisible”, with low risk and efficiency。 The chat records of 200 WA accounts are scattered on various devices. The management can neither see the real-time communication content of sales, nor can it obtain data such as “customer follow-up frequency” and “transaction card points”-neither can it guide sales optimization techniques in a timely manner, and it is even more difficult to detect "sales privately guide customers to other transactions."The company's "skipping orders" behavior, the risk continues to rise!
4. The customer's assets are “unable to be grasped”, and the risk of loss is imminent.The core information such as the customer's contact information and demand preferences is either stored in the personal device sold or attached to the WA account. Once the salesperson takes away the information, or the WA account is blocked due to platform rules, customer resources will be directly lost. More seriously, some sales will also use the customer information they have to recommend competing products to earn private commissions, directly threatening the safety of the company's core assets!

The superposition of these four pain points has plunged Company F into a vicious circle of “stagnant performance growth + lack of team spirit”, and the dissolution crisis is at hand.

Mixdesk solution: Four major solutions to solve the operational dilemma of a ”tens of millions of dollar enterprise"

In view of the core appeal of Division F's “Large-scale team + multiple accounts + high asset risk”, Mixdesk creates customized solutions from the four dimensions of “account integration, distribution, supervision, and asset protection" to get chaotic operations back on track.：

1. Unified account management: a "smart hub” for 200 WA accounts

In view of the pain points of chaotic WhatsApp account management, low communication efficiency, and easy to be blocked, Mixdesk relies onMulti-account aggregation ability, Centralized integration of 200 WA accounts. Employees do not need to switch accounts frequently, and they can receive and reply to messages from all accounts in the same interface. At the same time, the system uses analog equipment Web-side login and independent residential IP to anti-association process the account number, technically reducing the title risk caused by the account association, and significantly improving the security and stability of the account.

2. Intelligent customer allocation: automatically match customer base and sales to improve team effectiveness

Mixdesk customized a set of “performance-oriented + demand matching” for Company FAutomated Workflow: The system will first label customers with “high-value”, “potential” and “basic consultation” based on the customer's consultation content (such as “crystal bracelet customization”, “million purchasing agents”), interaction frequency and other data; then combine the historical performance of sales (such as transactions in the past 30 days).Amount, repurchase rate), automatically prioritize high-value customers to sales with top 30% performance, and basic customers are evenly distributed to new sales or sales with performance to be improved.

This mechanism not only allows high-quality resources to be used efficiently, but also forms a positive cycle of “doing more performance → taking more orders → better performance", completely activating the enthusiasm of the team-the previous sales of "doing good and bad" began to actively optimize tactics, improve services, and the overall combat effectiveness of the team.Significantly improved.

3. Full-link chat supervision: 200 WA accounts have a "panoramic view”, dual control of risk and efficiency

Mixdesk integrates the chat data of 200 WA accounts of Division F through technologyReal-time synchronization to the unified management background, The management does not need to check the equipment one by one, so it can clearly supervise in the background：

• Real-time speech technique monitoring: Management can track the chat content of each sales in real time through Mixdesk, find problems such as “untimely response” and “improper speech technique” in a timely manner, and give optimization suggestions on the spot.
• Intelligent order skipping monitoring: When the system recognizes that sensitive words such as “Add my private WeChat” and “offline payment” appear in the chat, an early warning will be triggered immediately, and the management can intervene as soon as possible to prevent the risk of customer loss.

4. “Lock-up" of customer assets: from "individual holding” to “corporate control” to prevent loss

In order to completely solve the problem of loss of customer assets, Mixdesk has designed a "dual protection mechanism”：

• Core information hiding + permission isolation: In the sales chat interface, the system will automatically hide key contact information such as the customer's mobile phone number and email address. Sales can only communicate through the Mixdesk platform and cannot obtain customer information privately; At the same time, employees at different levels have different permissions, and sales can only see their own customer data, eliminating “private push" from the source.Competing products”, "sales leave and take away customers" and other core issues!
• CRM real-time synchronization: The system is seamlessly connected with the third-party CRM of Company F. The customer's consultation records, demand labels, follow-up progress and other information will be automatically synchronized to the CRM system-even if the sales leave or the WA account is blocked, the follow-up team can retrieve complete customer information from the CRM, quickly take over and follow up to ensure customer assets 100% belongs to the enterprise.

Data performance: A comprehensive breakthrough from “on the verge of dissolution” to "steady increase in operations”

In just one week, Mixdesk brought disruptive changes to Division F, and the four major pain points were completely resolved.：

• Exponential leap in communication efficiency: The customer service response speed has been compressed from an average of 3 minutes to 5 seconds, and the WhatsApp message processing has achieved 0 missed connections!
• Improved customer distribution efficiency: The matching rate between high-quality customers and high-performance sales increased by 50%, the waste of resources disappeared, and the overall turnover rate of the team increased by 28% compared to before!
• Significantly enhanced risk control capabilities: The management resumed trading, supervision was convenient and efficient, order skipping incidents dropped from 12 to 0 per month, sales communication skills were gradually optimized, and the overall team conversion rate increased by 15%!
• 100% guarantee of the safety of customer assets: The customer churn rate caused by the blocking of WA accounts and the resignation of sales has been reduced from 25% to 0. Company F firmly holds the core customer resources in its hands!
• Teamwork is more orderly: The 100-person team is no longer chaotic. New sales have basic customers to practice their hands, and old sales have high-quality customers to rush for performance. The problem of people's hearts and minds is completely solved!

Conclusion: Build an operational "safety valve” for a "large-scale overseas sales team”

From the brand operation of metaphysical crystal bracelets to the customer service of foreign trade procurement agents, Company F's business scenario is very representative-relying on multiple account numbers and large-scale sales teams for overseas markets, but it is easy to fall into the dilemma of “chaotic distribution, difficult supervision, and loss of assets.”

and Mixdesk Relying on 12 years of experience, starting from the actual needs of customers, a set of reusable solution systems has been tailored for such enterprises to help enterprises grow rapidly!

The sales director of Division F smiled bitterly with emotion: “To put it bluntly, during that dark moment, I even updated my resume, but I didn't expect to rely on it.Mixdesk, We are really alive! ”

future，Mixdesk We will continue to deepen product capabilities and help more companies like Company F maintain operational stability in rapid expansion, continuously improve employee efficiency, and achieve sustained global business growth.