With the gradual entry of domestic electronic components to the era of meager profits, the export of cross-border electricity suppliers has begun to lead more and more electronic components suppliers to embrace the "Internet + industry" to attack overseas markets. By 2018, online trading mode has become an important development direction and trend in the field of export sales of electronic components. However, after the smooth landing of channel, payment, logistics, warehousing and other major operation sites, many cross-border e-commerce platforms with long-term strategic vision began to focus on the last stop of brand going to sea customer service.
Industry customer introduction
In the Internet + industrial cross-border electricity business, Utsource is definitely a typical example. Due to the global development and imbalance of demand, the demand for spare parts of some overseas enterprises can not reach a volume, and there is not a platform that can gather all industrial products in the market. Utsource is a B2B and B2C e-commerce platform in the field of electronic component procurement. It meets the needs of different levels of overseas users, helps overseas small and medium-sized enterprises, after-sales maintenance platforms, overseas makers, electronic enthusiasts and other users to solve the needs of supporting authentic electronic components, and provides them with a platform to purchase high-quality and low-cost electronic parts. At present, there are more than 6000 suppliers settled in the platform, with a total of more than 1.4 million products. There are nearly 2 million SKUs on the platform, with a basic coverage rate of 80% in the electronic industry. No matter the mainstream or eliminated spare parts products, they can be found on the platform. At present, its global market mainly covers Southeast Asia, Europe, North America, South America and other markets, with users in 191 countries and regions including the United States, Canada, Russia, Mexico, Brazil, Spain, France, Italy, etc.
After sale worries
At that time, behind utsource's vigorous layout and rapid development, there were also after-sales worries that the relationship between enterprises and end users was difficult to settle, the brand image was difficult to cultivate and maintain, the order conversion rate was low, and the user feedback was blocked, which restricted the customer experience.
For overseas buyers in various regions, when choosing a purchase platform, a very important criterion is whether the e-commerce platform or website has professional online customer service or after-sales channels to protect their own interests. On the utsource platform, although users can place orders by themselves, there will always be times when they need to answer questions. In the English market, it is not strong enough to cope with, but in the face of large consumer groups in multi language EU countries and small language Southeast Asian countries, the market also needs Chinese enterprises to have strong customer service language ability and level. If we often fail to respond in time, it will lead to the loss of some potential customers' regret. In the cruel market competition environment, it will even lead to the gradual decline of business in the language market.
In addition, limited after-sales channels and lagging customer response speed are also a headache for utsource. Like the traditional after-sales way of foreign trade, the usual after-sales channel of utsource before is email, and the working hours of the internal customer service representatives of Chinese enterprises are usually only 6-7 hours, plus the time difference between home and abroad, using a single email way, on the one hand, the response time is uncertain, on the other hand, it can't completely explain the problems, especially when it comes to logistics and When there is a problem in payment, it can be handled and followed up by mail alone, which not only greatly lengthens the transaction cycle, but also greatly reduces the customer experience.
No customer service, no e-commerce!
In recent years, utsource has been continuously improving, especially in 2018, the relevant policies triggered by trump have led to the trend of American manufacturing industry backflow, which has brought a sense of urgency for electronic component merchants to improve the overseas customer service system as soon as possible and seize the international market. They clearly realized in the operation process of thousands of orders that the sale of products does not mean the end of the whole sales process. In the whole transaction process, there are still many problems and needs that need to be handled and solved by a special customer service team of customer service, otherwise they may lose customers due to neglect. Moreover, according to the classic marketing theory, what has an important and long-term impact on sales is before and after sales.
Therefore, utsource not only serves as the sales platform of electronic component merchants, but also looks forward to the customer service ability that can provide after-sales service and technical support to help the platform win the trust and favor of numerous suppliers and end users. But a series of pre-sale and after-sale services are not enough to rely on the enterprise itself. Leveraging overseas third-party outsourcing customer service providers is an effective measure and strategy for cross-border e-commerce to explore overseas markets, which can help you achieve the purpose of localized customer service and manage them easily. Callnovo's global multilingual customer service contact center, especially for utsource's European market, provides a strong and powerful bilingual customer service outsourcing solution in English and Spanish.
Cooperation and programs
In October 2018, the one-stop customer service outsourcing expert of callnovo konohai service officially became a partner of utsource, and directly hit the above pain points with accurate pre-sales consulting, in-sales service and technical support solutions.
1. 800 free customer service hotline
In today's era of rapid consumption, many consumers encounter product problems. The most direct way is to pick up the phone and call, then "shake" all the problems, and the best service is to solve things on the spot, because consumers' time is very precious. In many cases, the same problem can only be explained clearly by email, and the sender and receiver need to communicate and reply more than 3 times. Fast hair here