Customer Service


Customer service is an important channel for brands in China, with many conversations being pre-sale enquiries. Primarily, we are chat-focused as 98% of all online customer service inquiries come through chat.

As with the store operations team, each store has a dedicated customer service team that operates and monitors performance according to your brand philosophy and standards. Brands are encouraged to participate in training sessions, and regularly supervise our standards of service.

We strongly believe that customer service is a people business, and while we certainly abide by certain KPIs such as wait time and handling time, we focus our approach on the training, development, and quite frankly, the happiness of our customer service agents. We want to instill them with excitement and passion as they represent your brand on the front line.