{"id":3949,"date":"2025-09-05T10:12:00","date_gmt":"2025-09-05T02:12:00","guid":{"rendered":"https:\/\/mixdesk.com\/blog\/?p=3949"},"modified":"2025-09-04T14:12:55","modified_gmt":"2025-09-04T06:12:55","slug":"case-ai-customer-service","status":"publish","type":"post","link":"https:\/\/mixdesk.com\/blog\/en\/case-ai-customer-service\/","title":{"rendered":"Case interpretation\uff5c A purchasing agency company with only 2 people, relying on Mixdesk AI customer service to serve global customers in 18 countries, GMV doubled!"},"content":{"rendered":"

Author of this article\uff1aMarshall<\/a>, MIXDESK Overseas Research Institute<\/em><\/p>\n\n\n\n

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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.<\/p>\n\n\n\n

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 \u201cmade in China\u201d to the global market.<\/p>\n\n\n\n

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Challenges and pain points, the \u201ccommunication dilemma\u201d of global customer service<\/h2>\n\n\n\n

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.\uff1a<\/p>\n\n\n\n

One isThe dual communication barriers of multiple languages + time difference<\/strong>\u3002 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.<\/p>\n\n\n\n

The second isTeamwork dilemma caused by a single WhatsApp account<\/strong>\u3002 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 \u201cThe 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 \u201cservice is unprofessional.\u201d<\/p>\n\n\n\n

Three isManpower is tight and it is difficult to bear the pressure of customer growth<\/strong>\u3002 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.<\/p>\n\n\n\n

These three pain points are superimposed, causing J's global customer service to fall into the dilemma of \u201cwanting to do it but not doing it well\u201d.<\/p>\n\n\n\n

Mixdesk solution to solve the triple problem with AI customer service<\/h2>\n\n\n\n

Facing the core demands of J Division\uff0cMixdesk<\/a> With AI customer service technology as the core, we will create a \u201dprecise adaptation" solution to completely break the situation from the three aspects of communication, collaboration, and manpower.\uff1a<\/p>\n\n\n\n

1. Super anthropomorphic AI customer service responds during all hours of the day, releasing 80% of manpower pressure<\/h3>\n\n\n\n

In terms of alleviating manpower constraints\uff0cMixdesk's AI customer Service<\/a>Played the role of \u201cmain army\u201d! Mixdesk's after-sales team assisted Company J to build a knowledge base covering high-frequency issues such as \u201cproduct basic knowledge, order tracking, payment process, product specifications, and logistics timeliness\u201d 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.<\/p>\n\n\n\n

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Mixdesk
AI Agent<\/mark><\/h2>\n\n\n\n

Learn More<\/strong> \u2192<\/a><\/p>\n<\/div><\/div>\n<\/div>

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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 \u201chigh-value demand\u201d and transfer it to manual customer service, allowing manual customer service to directly serve core customers without wasting time on invalid customers.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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2.AI Customer service-driven language recognition, two-way native language translation breaks down communication barriers<\/h3>\n\n\n\n

Facing the problem of multilingual communication\uff0cMixdesk's AI customer service system relies on powerful language processing capabilities<\/a>Become 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.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n

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3. AI customer layering + intelligent distribution, cracking the confusion of single-account collaboration<\/h3>\n\n\n\n

After J company binds the official WhatsApp account to the Mixdesk system,\uff0cThe problem of manual customer service collaboration has also been perfectly solved.<\/a>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.<\/p>\n\n\n\n

At the same time, the Mixdesk AI customer service system will perform \u201cdynamic stratification and attribution\u201d 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 \u201crepurchase customer\u201d, \u201cPotential major customer\u201d, \u201cnew customer\u201d, etc.,It is convenient for manual customer service to provide targeted and fast service.<\/p>\n\n\n\n

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Core effectiveness, double improvement in service quality and efficiency driven by AI<\/h2>\n\n\n\n

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.\uff1a<\/p>\n\n\n\n