Contact Center

Manage customer interactions with your growing community across chat, social media, and any other channel you can imagine, all together in one place.

Explore the features overview

Bring your authentic brand voice into native Chinese

We handle conversations across all your accounts ad contact us forms, Douyin, WeChat, Weibo, Baidu Forum, Zhihu and group chats, then respond to user comments & messages, bank relevant lead information and categorize it according to source channel.

Conversation

No matter which platform the conversation begins on, we thoughtfully communicate with each user, answering their questions and following best practices while maintaining your unique brand identity and voice.

Conversion

As we connect with new potential customers we strategically convert them to followers on the next logical channel, to download your app or to directly purchase on an ecommerce channel.

Our Process

01

Design

Develop an FAQ, user journey map (with links to the relevant ecommerce or conversion pages), Decision Making Guidelines and complete new account activation.

02

Build

Create your lead inbox & outbox. Your inbox is a database where leads are categorized according to source channel. Your outbox is an email system for your team to answer issues outside of the FAQ.

03

Communicate

No matter which platform the conversation begins on, we thoughtfully communicate with each user, answering their questions and following best practices while maintaining your unique brand identity and voice.

04

Convert

As we connect with new potential customers we strategically convert them to followers on the next logical channel, landing page, app store or ecommorce shop.

what can our contact center do?

Features Overview

DM Chats

Chinese users prefer to stay and talk on platform. Many marketers want to funnel users to a single uptake channel, but this high friction strategy lowers conversion rates.

We manage DM chats across all relevant channels including Douyin, WeChat, Weibo, Baidu Forums, Zhihu and QQ direct messenger.

Group Chats

In many ways, group chats (WeChat and QQ) serve as China’s replacement for  communication commonly conducted through email. Often, users feel more comfortable participating in a group where they otherwise would not via DM.

We moderate these groups, collect & answer questions, share new posts, broadcast important notices, and discover seed content.

Social Channels

Responding to comments on platforms like Weibo and public facing user questions on Q&A platforms like Zhihu is critical to dispelling incorrect information and providing an authoritative, trusted brand voice in China.

We conduct engagement and moderation of these public facing channels.

Live Events

Live events on platforms like Douyin are powerful interactive opportunities to cultivate and convert your target audience.

We offer comprehensive live event services including event ideation and planning, cross-channel marketing including user-based referral programs, development of rules and Tone of Voice Guidelines (ToVG), in-event moderation and post event analysis.

agency services

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Contact Us

Our team will be a great addition to your business!

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