Proven Client Results

Complaint rates kept falling while customer satisfaction steadily improved.

Integrated after-sales, 400 hotline, and private-domain service into one coordinated workflow for faster issue handling.

Ranked among the client's top 3 suppliers and recognized as an excellent partner.

Covered pre-sales conversion, logistics inquiries, returns, repairs, complaints, and customer maintenance across multiple appliance categories.

Exceeded KPI targets, ranked No.1 among suppliers, and became a 618 strategic partner.

Handled after-sales support for oral care, grooming, beauty, and wash-care categories, including complaints, tickets, and escalation work.

Built a premium seven-star service experience and helped drive positive sales growth.

Supported Tmall pre-sales and after-sales, bad-review replies, invoicing, order recovery, complaints, callbacks, review campaigns, and private-domain maintenance.

Scaled up by 70 agents during peak season and launched the expanded team within one week.

Handled Tmall after-sales and hotline service, while consolidating payment reminders, issue answering, and feedback management into one operation.

Average after-sales handling time dropped from 5 days to under 2, with complaint resolution above 95%.

Built a standardized after-sales process for common 3C issues, from intake and root-cause verification to resolution tracking and follow-up.

Tmall positive review rate improved from 75% to 85%+, while negative reviews fell from 15% to below 5%.

Focused on online after-sales delivery and continuously optimized response speed, problem resolution, and review recovery workflows.

3-minute reply rate stayed above 98%, first-contact resolution hit 92%, and satisfaction reached 95%+.

Provided full-channel support for charging, cables, car accessories, audio, and compatibility questions with strong category expertise.

Created triple value through lower cost, higher efficiency, and stronger revenue output.

Delivered a full managed CS solution for a home-use 3C battery brand across multiple online stores and channels.

3-minute reply rate exceeded 98%, complaints fell 23%, and technical expertise improved conversion and experience.

The team mastered phones, laptops, earbuds, wearables, and compatibility questions to answer technical purchase concerns directly.

First-contact resolution reached 82.3%, satisfaction hit 98.6%, and operating metrics ranked top 2.

Handled pre-sales, in-sales, and after-sales order issues from multiple channels, plus three-way-call support and user feedback intake.

Agent-guided orders rose 30%, AOV increased 15%, and Double 11 flagship-store sales grew 25% YoY.

Captured real-time consumer feedback on taste, packaging, and campaigns, then turned it into reports for product and marketing decisions.

Tmall after-sales data improved from 5.27 to 1.27, and JD first-contact resolution rose from 60% to 81%.

Served public-channel inquiries across Douyin, Taobao, JD, Tmall, and Pinduoduo while also handling enterprise WeChat private-domain users.

First response dropped from 52s to under 15s, and call connection rate improved from 70% to 95%+.

Supported multiple Huatong fast-food brands across phone, online chat, and social channels with a unified multi-channel service operation.

Food knowledge accuracy reached 99%, and bundle sales increased 35%.

Built a dedicated team around the brand's consultation pattern, covering sales inquiries, after-sales, and complaint handling with food-category training.

Size recommendation accuracy reached 96.5%, and size-related returns dropped from 18% to 7%.

Set up a dual-ladder model with a core team plus peak-season reserve team, fully trained on product, platform rules, size advice, and after-sales drills.

Improved satisfaction and store scores, reduced complaints and returns, and kept inquiry conversion ahead of the category.

The team mastered outerwear, sun-protection gear, camping products, materials, sizing, and policies to answer scenario-based outdoor questions.

Daily response time reached 11 seconds, dissatisfaction stayed at 0, and satisfaction was full score.

Served a Chinese Super League club with consultation peaks above 10x normal volume during launches and match days.

User feedback analysis became an input for product iteration and service-upgrade decisions.

Delivered a full-channel service solution for a mass-market apparel brand, with dedicated scripts and workflows aligned to brand tone.

Standardized management and service control lifted both efficiency and service quality.

Built a dedicated service model for a specialist sports support brand across multiple online stores and channels.

Agent-guided ordering rose from 20% to 35%, and small-area paint sales grew 40% YoY.

Created a paint-industry knowledge system, scenario-based service model, and a tiered visible after-sales workflow.

Platform CS score improved from 4.6 to 4.9, with after-sales satisfaction reaching 96.8%.

Designed a full consultation-to-review workflow and turned customer service from a cost center into a growth lever through training and enablement.

3-minute reply rate stayed above 98%, average response was within 15s, and first-contact resolution reached 93%.

Handled mattress size, materials, 100-day trial, shipping, and return questions with fast and accurate support.

A strong routing and response mechanism kept the 3-minute reply rate consistently above 98%.

Delivered a smart-home butler service model that linked product functions, use scenarios, and household needs across the full customer lifecycle.

Offline store visits improved product understanding and helped agents recommend practical, value-for-money products that converted better.

Provided professional guidance on materials, dimensions, and after-sales for furniture shoppers seeking one-stop home solutions.

Response time fell 62.59% in the second month, with average response kept within 30 seconds.

Handled skin-type matching, ingredient explanations, usage guidance, sensitivity advice, livestream Q&A, and new-product updates.

Average response stayed within 15s, 3-minute reply rate reached 99.89%, and first-contact resolution hit 93%.

Served the full skincare line with online and phone support across official stores and channels.

Personalized fragrance-plan consulting lifted inquiry conversion for high-margin oil categories by 30%.

Supported essential-oil-led beauty brands with aromatherapy-trained agents who could recommend blends and related skincare products.

Average response stayed within 20s, first-contact resolution reached 92%, and complaints fell 60%.

Served a premium beauty-device brand with agents trained on device principles, usage methods, maintenance, and high-value customer needs.

Regular category training kept raising team expertise in beauty customer service.

Required agents to understand ingredients, product benefits, skin-type fit, and strict after-sales handling for a well-known beauty brand.

Built strong professional trust under strict compliance, with very low dispute rates.

Served a traditional supplement brand with strict product and compliance training, no efficacy overclaims, and clear usage guidance.

First-week response time dropped 70.85%, while the 3-minute reply rate improved 39.58%.

Served a food-therapy wellness brand with agents trained on herbal basics, body-condition matching, and tea usage guidance.

Built an end-to-end service capability from pre-sales consultation through after-sales resolution.

Took over full-platform user service using deep experience in healthcare and intimate-wellness categories.

First response stayed within 10s, and the 3-minute reply rate reached 99.3%+.

Operated under strict pharmaceutical compliance, with no exaggerated claims, no diagnosis replacement, and precise answers on usage and restrictions.

Inquiry response reached 99.3%, answer accuracy 99.2%, and compliance 100%.

Built a tailored omnichannel support model for a leading medical-device company, focused on compliance, product-use guidance, and peak-season staffing flexibility.

Answer accuracy stayed above 99%, 3-minute reply rate rose from 50% to 99%+, and conversion reached 35%.

A niche bird-pet brand with highly specialized users, requiring deep avian-care knowledge and personalized, science-based feeding guidance.

Built pet profiles for precision service, lifted repurchase by 50%, and achieved 98% satisfaction on pet-food complaints.

Serves a full-category pet-supplies brand, with agents trained on food, treats, toys, care products, and even exotic-pet scenarios.

First response stayed within 10 seconds, 3-minute reply rate reached 99.3%+, and complaint rate stayed under 3%.

The team answers detailed questions on pet food, toys, bedding, grooming, and sizing with patient, science-based guidance.

Customer satisfaction improved within the first week, conversion rose 6.08%, and average response stayed within 15 seconds.

A high-trust maternal-and-baby category requiring product-safety knowledge, scenario guidance, age-fit recommendations, and emotional reassurance.

Average response stayed under 10 seconds, satisfaction exceeded 90%, and repurchase increased by 6.99%.

Supports official stores for maternal supplements, healthy snacks, and meal-replacement products across ingredient, usage, logistics, after-sales, and membership inquiries.

Store experience score stayed above 4.9, response rate reached 98.5%, and inquiry conversion exceeded 8.6%.

Runs a tailored full-channel outsourcing model with category training and compliance control, aligned to the brand promise of organic, natural, and safe care.