Using multiple channels to go abroad caters to the current trend of diversified shopping channels among overseas consumers. On one hand, it represents multichannel aiming at various countries or regions such as Europe, America, Southeast Asia, Japan, Korea, and the Middle East. On the other hand, it is the multichannel sales abroad achieved through platforms or routes such as Amazon/eBay e-commerce platforms, Meta/TikTok social media platforms, standalone sites, online + offline, and others.

How we better meet customer expectations?

According to CM website research, consumers always expect a reply within 2.5 hours, while most companies aim to reply within one business day; this is a significant difference.

In particular, most brands going abroad currently use email or customer service calls as the main battleground for consumer consultation and service. Whether it's email or customer service, they are both currently facing the following disadvantages:

• Multiple rounds of communication are often required, resulting in long cycles to solve a single problem and low timeliness;

• The need for language and seasonal demand requires additional human resources, narrowing the space for business profit;

• Multichannel coexistence brings scattered and repetitive information sources...

Against the backdrop of multichannel exports, meeting customers' expectations for rapid response and high-quality service has become a crucial challenge for overseas brands.

Conversation interaction: The most effective customer service method currently

According to a Zendesk survey, the channels for overseas customer communication are changing. Compared to email communication, people prefer more direct and faster chat methods. WhatsApp is growing the most rapidly, with SMS, Livechat, and other instant messaging methods also growing prominently, and more than 74% of respondents stated that they would continue to favor instant messaging as a more efficient means of communication in the future.

With the advancement of GenAI and related communication technologies, customers instinctively believe that self-service channels are usually the fastest, easiest methods to solve problems and doubts.

According to the latest report from McKinsey, AI customer service has become the fastest and most effective way for platforms to provide personalized, proactive experiences to drive customer engagement. An Oracle report stated that 80% of companies have implemented or plan to implement AI as a customer service solution - they believe that improving efficiency and customer experience is key to their growth.

The future of customer service: Digital humanoid customer service

Accompanied by the continued advancement of AI, we foresee digital humanoid technology becoming increasingly realistic and intelligent. Digital imaging technology is currently already used in short video production, video games, advertising promotions, live streaming, and interviews, among other fields, refreshing the interaction experience.

In contrast to the current page dialog customer service bots, digital humanoid customer service not only includes the advantages of robot customer service but also has its unique benefits. They can help enterprises serve customers more efficiently, improving customer satisfaction and brand image.

Improving customer satisfaction: Unlike traditional customer service, digital humanoid customer service can conduct intelligent interactions using TTS (Text To Speech) and ASR (Automatic Speech Recognition) technologies. The "face-to-face" communication more closely meets customers' needs, further improving the solution rate for customer problems, customer satisfaction, and participation.

Improve the brand's image: Digital humanoid customer service is customizable. Enterprises can customize the virtual image, voice tone, interaction methods, and more of the digital humanoid customer service, bringing new visual experiences and emotional interactions for the business, improving brand image while providing high-quality, efficient service.

x-elephant: Based on conversational interaction, plans for digital humanoid customer service, and defending the first line of customer service

New brands going global and operating across multiple platforms and channels need to determine precisely where to set up their customer service frontline. Ultimately, it boils down to how quickly a customer's issue can be addressed.

x-elephant, a new-era AI-based customer service bot, transforms customer conversations into meaningful exchanges and promptly resolves customer issues. The technology is adaptable, easy to deploy, and can manage multichannel inputs from a single platform.

With the accelerated progression of GenAI technology, future customer service is set to become more intelligent and compassionate. Digital humanoid customer service can comprehend complex user issues and deliver more precise and efficient solutions. Via deep learning and substantial data analysis, digital humanoid customer service can anticipate customer demands, proactively offer assistance, and transition from passive reception to proactive service, fueling constant business advancement.

Information source：

[1] 7 customer service trends to follow in 2023

[2] The next frontier of customer engagement: AI-enabled customer service 

[3] What are the most effective customer service channels?