Anker Innovations Technology Co., Ltd.
One of the largest third-party brand sellers on Amazon, with star SKUs averaging over 4.2 stars; annual revenue exceeded 14.2 billion in 2022, with eighteen billion-level product lines; business operations cover 100+ countries and regions, a highly digitalized modern enterprise with over 100 million global users.
As the company developed, Anker Innovations' sales network spread to over 200 countries worldwide, with global user service centers distributed across China, Japan, the United States, Germany, Canada, the United Kingdom, and the Middle East, with a team of over 300 people.
Consistent multi-channel customer experience, global consumer insights and services, using AI to improve service efficiency by 70% while ensuring brand reputation became the core indicators and demands of the global intelligent experience center.
Current Customer Situation - Consumer-Centric Reputation Global Intelligent Experience Center
The Customer Experience Development team, abbreviated as CED, is Anker's user service center connecting with global consumers, composed of a professional team covering multiple markets, categories, channels, and languages. The team solves various issues in product experiences for customers through multiple service channels such as email, chat, phone, WhatsApp, live streaming, social media, independent websites, and apps, providing professional and attentive service to customers. At the same time, they uncover product needs, scenarios, and experiences from user voices to support product planning and definition; assist in polishing user experience through product internal testing and user testing, promoting continuous optimization and iteration of the company's products, safeguarding user experience and brand reputation.
As the company developed, the sales network spread to over 200 countries worldwide, with global user service centers distributed across China, Japan, the United States, Germany, Canada, the United Kingdom, and the Middle East, with a team of over 300 people. Consistent multi-channel customer experience, global consumer insights and services, using AI to improve service efficiency by 90% while ensuring brand reputation became the core indicators and demands of the global intelligent experience center. VOC AI's global intelligent experience solution provided Anker with a set of all-category product information databases, user feedback databases, and corporate knowledge bases. Through training of a dedicated large language model and integration with internal systems, they launched a complete set of comprehensive experience products: an all-touchpoint customer service ticket workbench, a full-chain intelligent response robot, and a VOC panoramic product insight system.
VOC AI proposed a unique customer experience solution for Anker Innovations:
All-in-One Customer Service Workbench - Accelerating Full-Channel Service Efficiency
Before
2 million customer service tickets annually, 300 customer service personnel, with an average of 50 tickets to be processed per person per day.
Processing one ticket requires completing a series of tasks such as information lookup, content tagging, back-and-forth communication, after-sales warranty, logistics inquiry, financial invoicing, information association, quality inspection and research, taking over 30 minutes. Even with traditional ticket systems, customer service personnel need to navigate between various systems to solve customer problems, working non-stop for 10 hours a day.
Now
VOC AI's All-in-One customer service workbench, designed with a work panel concept, supports 270+ channel information integration, global customer service and outsourced multilingual online services, turning ticket processing into a 5-minute solution, tooling to improve manual customer service efficiency.
In terms of breadth, we have created service terminal integration for Anker, achieving information aggregation across multiple touchpoints including email, chat, phone, independent websites, apps, social media, live streaming, and e-commerce platforms;
In terms of depth, we provide customer service personnel with an all-scenario workbench that doesn't require jumping between systems, using customer panels, order panels, product panels, after-sales panels, tag panels, logistics panels, app panels, and collaboration panels.
Additionally, features such as sensitive word monitoring, SLA time configuration, satisfaction surveys, score quality inspection, and ticket escalation ensure service quality and brand reputation.
Full-Chain Intelligent Response Robot - Smart Answers, Timely Reach!
Anker Innovations applied AI to first email replies and email assistance functions, overall NPS improved by 20%, customer service department saved a cumulative 150 hours per week, the proportion of problems solved within 5 rounds of dialogue reached 92%, the overall message response rate reached 95%, solving 70% of manual work.
Traditional AI robots can provide consumers with guidance suggestions through keyword matching in the knowledge base, but for real customer service work, they can only meet the needs of first-round automatic replies and solve less than 10% of simple customer inquiries.
VOC AI AI intelligent customer service converted all of Anker's product documents, product details, and historical tickets into a proprietary knowledge base, then conducted model training for different categories and scenarios, and interfaced with internal system SOPs. Finally, it achieved a full-chain service robot closed loop at email touchpoints, chat touchpoints, phone touchpoints, and live streaming touchpoints, truly realizing the solution of 70% of manual work.
Image source: Anker Innovations CEO Yang Meng's speech at the 2023 Feishu Fall Release Conference
Intelligent Tagging VOC Consumer Insights - Optimizing Products, Reducing Return Rates by 40%+
Anker has always insisted on insight-first, requiring finding market supply and demand relationships from market analysis and consumer analysis.
VOC AI's [VOC Consumer Insight Platform] has become their essential tool for CI analysis. Converting manual insights into AI insights, previously manually tagging 200 reviews a day, now AI can tag tens of thousands in one minute.
During the annual strategic insight phase, over 100+ product managers monitor over 35,000 products through VOC AI VOC, and use custom AI tagging functions to find new groups, new needs, and new usage scenarios.
During the product operation cycle, the customer experience team continuously produces VOC reports. Every year, through the VOC AI VOC tool, they produce 300+ consumer insight reports for product teams, operations teams, and marketing teams, continuously improving product quality and operational quality. This move has also achieved great long-tail effects, with an average 3-year return rate decrease of 40%+. Through VOC AI VOC, manual insights are converted into AI insights, replacing the previous manual work of tagging 200 reviews a day with intelligent tagging of tens of thousands in one minute.
