As distinct from such traditional concepts as customer care, after-sales service and call centers, Baozun Customer Service is a new-generation integrated customer service capabilities for brand e-commerce business. In addition to satisfying customer consultation, after-sales service requirements and complaints processing in the general sense, today’s customer service is fully integrated into the entire consumer journey and engagement.These features empower brands for direct consumer facing from customer service perspective.
Serve platforms including Tmall, JD.com, and online malls
Beijing. Shanghai, Hangzhou, Hong Kong and Taiwan
Mandarin Chinese, Cantonese, English
「Dedicated」 CUSTOMER SERVICE
Baozun set up dedicated customer service team for each brand to serve brands’ official website malls and platform online stores (such as Tmall, JD.com, WeChat). Exclusive service ensures that the service team has professionalism in each brand attribute, product characteristics and related process; safeguards the consumer experience; conveys brand message; protects and promote brand image.
「Unified」 MANAGEMENT SYSTEM
Baozun exercises centralized management over the customer service team. The measures such as unified management system, systematic performance management, standardized training, service quality tracking and monitoring and customer complaints management mechanism make customer service management more simple, fair and effective, thus optimizing the overall online operation.
As we continue to invest in technology, customer service also incorporates more and more scientific and technological elements.By leveraging its data and experience amassed over the years, coupled with technology and innovation, Baozun will consistently give new content to our customer service and improve the customer service quality and experience.
Through customer relationship management (CRM), we collect and manage consumer feedback as to improve company automation and streamline internal process.
Through the introduction of customer experience management (CEM), as well as intelligent summary and analysis of consumer feedback, we provide more targeted advice and solutions to brands and consumers.
With the artificial intelligence technology BRAIN, Baozun VOC categorizes and emotionally analyzes the “voices” of customers in real time with more than 85% accuracy and effectively deals with millions of comments per day.
It can dramatically enhance the quality of products and services through supporting real-time supervision by public opinions and the needs of large businesses as well as helping enterprises fully understand their industries and market development in a timely manner.
With constant improvement of ERP system and rapid development of AI technology, Baozun has significantly improved the level of automation, communication efficiency and inquiry-to-sales conversion rate through customized professional training supported by tools and data..
Automated effect-raising assistant for companies.
Intelligent manager for e-commerce clients.
Baozun customer service team has very professional managing and operating experience In both brand satisfaction and sales performance increasing.
Successfully increased brand preference and sales performance
Help the brand with all-round improvement of sales and customer satisfaction