Baozun customer service distinguishes itself from traditional customer service concepts such as customer care, after-sales service and call centers. Baozun Customer Service provides new-generation integrated customer service capabilities for e-commerce businesses. 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 engages with the customer at every step. 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 has set up a dedicated customer service team for each brand to serve their official website malls and platform online stores (such as Tmall, JD.com, WeChat). This ensures that the service team has specific knowledge about the attributes of each brand, as well as the product characteristics and related processes. This safeguards the consumer experience, effectively conveys the brand message, and protects and promotes the brand image. We do this in a number of ways:
Unified management system
Baozun exercises centralized management over its respective customer service teams. This makes customer service management more simple, fair and effective, thus optimizing the overall online operation. We do this through:
Our continual investment in technology allows for a more scientific and technologically advanced method of customer service. By leveraging data and experience amassed over the years, coupled with technology and innovation, Baozun consistently gives improves consumer experience in new and innovative ways.
Through Customer Relationship Management (CRM), we collect and manage consumer feedback to improve customer service automation and streamline internal processes.
Through the introduction of the 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.
VOC dramatically enhances the quality of products and services by supporting real-time supervision of public opinion and the needs of large businesses. We also helping brands fully understand their industries and thus allow for market development in a timely manner.
With the constant improvement of ERP and the 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.
The Baozun customer service team has a extensive 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