One of our clients, a cross-border e-commerce company selling on Amazon, was overwhelmed by customer inquiries coming through Amazon’s buyer-seller messaging. The result: weak private-domain traffic, heavy review-request pressure, operations teams unable to focus, and slow, inconsistent answers to customer questions. The client wanted to optimize its support channels, raise efficiency, and accumulate private-domain customer information to build longer-term engagement.
The Solution
We designed a customized optimization plan built around three pillars:
- Channel diversification. We introduced website live chat, phone support, and a dedicated after-sales email to share the load that buyer-seller messages alone were carrying.
- Updated guidance documentation. In the after-sales process, we helped the client refresh its product manuals with clearer operating instructions and an FAQ section, reducing the volume of inquiries caused by unclear information.
- Private-domain accumulation. Through phone and email channels, the support team proactively collected customer contact details and purchase information, helping the client build private-domain traffic.
The Results
After one year of implementation, the client’s share of inquiries through buyer-seller messages dropped from 90% to 25%. Support-team efficiency rose significantly, and customer feedback became markedly more positive. The new channels made interaction smoother, problems got resolved faster, and customer satisfaction improved substantially.
Takeaway
This case shows our expertise in cross-border customer service and the advantage of customized solutions. By optimizing communication channels and delivering more precise answers, we helped the client lift support efficiency while strengthening the bond between customers and the brand. If your company faces similar support challenges, reach out — we’ll design a plan around your specific needs.