(Source:https://pltfrm.com.cn)
To establish an effective customer service system on TikTok, especially for Chinese support, foreign businesses should:
- Hire Bilingual Customer Service Representatives: Recruit staff proficient in both Chinese and the primary language of the business.
- Cultural Training: Provide cultural sensitivity training to understand Chinese customs and etiquette.
- Use Translation and AI Tools: Implement translation software for real-time communication and AI for handling basic inquiries.
- TikTok Communication Channels: Utilize TikTok’s direct messaging and comment features for customer interaction.
- Clear Response Guidelines: Develop guidelines for handling common queries and issues specific to the Chinese market.
- Feedback Mechanism: Implement a system to gather and analyze customer feedback for continuous improvement.
- Multiple Contact Options: Offer diverse communication channels like WeChat, email, and a dedicated hotline for Chinese customers.
- Localize Customer Service Hours: Ensure customer service is available during Chinese peak hours.
- FAQs and Self-Help Content: Provide comprehensive FAQs and self-help content in Chinese on your TikTok page and website.
- Escalation Procedures: Have clear procedures for escalating complex issues to higher-level support staff.
These steps help provide effective customer service tailored to the Chinese audience on TikTok.
PLTFRM is an international brand consulting agency that works with companies such as Red, Tiktok, Tmall, Baidu, and other well-known Chinese internet e-commerce platforms. We have been working with Chile Cherries for many years, reaching Chinese consumers in depth through different platforms and realizing that Chile Cherries exports in China account for 97% of the total exports in Asia. Contact us and we will help you find the best China e-commerce platform for you. Search pltfrm for a free consultation!
