Customer Service

An Avela Consulting Marketing Component Resource Paper

This paper will discuss the title topic as it applies in the China Market and will explain how Avela Consulting responds with strategies custom-structured for individual client needs. These Resource Papers provide a preview of the issues addressed in the Avela Consulting Feasibility Study that will be prepared for your individual needs.

Backstory

Customer service before, during and after the sale is a critical when operating in the China market. It is a competitive environment and customers are wary because of the country’s earlier history of over-hyped, poor quality, locally made products. As new businesses and products appear, their reputation for customer service is one of the criteria that Chinese consumers use to evaluate a product and poor performance in this area can doom a roll out.

Chinese expectations are high, and it is vitally important for a brand to have a great reputation for customer service. This is where the orders are processed and the money collected, so naturally it must be in synch with Chinese purchasing trends which rely heavily upon online payment service providers such as Alipay, WeChat Pay and UnionPay.

It is also the place where the returns are processed and refunds are distributed. If a business falls short in its customer service, it quickly becomes known through social media which is perhaps the single greatest influence in Chinese consumer purchases.

China is opening its markets to large and medium sized foreign businesses, but those business are essentially on their own in finding their path is accessing the Chinese consumer and service after the sale.

The Avela Consulting Response

Entering a market as vast and complex as China requires top notch, in-country support that is responsive to quickly changing consumer buying trends. This not only requires constantly staying on top of consumer buying technology, it also means promptly meeting customer expectations on service.

Avela Consulting has the talent on the ground in China to do both.

We can assemble a team dedicated to your product and as responsive as you need with email, phone and chat services to quickly respond to all aspects of the sales process. We consider customer service to be the edge that makes a difference to your overall branding strategy in China.