Introduction: In order to better serve global customers,Pan Gu Apparel Co., Ltd. independent website has upgraded its multilingual customer service system, adding support for 5 new languages, including Arabic and Portuguese. The average response time for customer consultations has been shortened to 15 seconds, and the problem-solving rate has increased from 82% to 95%.

Upgrade highlights: Adopting the dual mode of "intelligent customer service + manual customer service", intelligent customer service can automatically reply to 80% of common questions (such as size inquiry, logistics tracking); the manual customer service team implements 7×24 hours shifts to ensure that global customers can get service at any time. In addition, the system supports voice calls, picture sending and other functions, which facilitates customers to express their needs more clearly.

Data results: After the upgrade, the customer satisfaction score of the independent website increased from 4.2 points to 4.8 points (out of 5 points), and the rate of negative reviews decreased by 60%.