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43 Real Customer Service Outsourcing Cases

Who we served and how delivery worked—each case covers its background, challenge, solution and outcome.

Company scope: 100,000+ merchants and 1,200+ brand clients across 36+ platforms and 30 product categories.

Anonymized Cases

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Verified KPI Cases

Case disclosure

To protect client information, all 43 cases are anonymized and retain only real industry, platform and service-scope context. Only four cases marked as verified disclose approved project-level KPIs; all other outcomes are directional.

Mother & Baby

2 cases

Case 01Verified KPI

Professional service at scale across seven platforms

Infant nutrition · Multi-store managed service

Douyin, Tmall, JD, Pinduoduo, Vipshop, Xiaohongshu and WeChat Store

Verified project data: nighttime coverage rose from below 60% to 98%, while after-sales first-contact resolution reached 96%+.

Background

A leading infant-nutrition brand needed to build trust with new parents across seven platforms.

Challenge

Specialist questions, fragmented standards and promotion spikes made consistent service difficult.

Solution

A dedicated mother-and-baby team, unified knowledge base, elastic staffing and Lingxi AI standardized responses.

Case 02

Safety guidance and age-appropriate recommendations

Baby products · Multi-store managed service

Douyin, JD, Pinduoduo, Tmall and Dewu

Answers became consistent, return disputes fell and parent satisfaction improved.

Background

Parents needed clear answers on materials, age suitability and use cases.

Challenge

Safety questions allowed no ambiguity, while returns required strict hygiene rules.

Solution

Certified agents used a safety-age-scenario knowledge base and standardized return SOP.

Food & Fresh

4 cases

Case 03

Protecting reputation in time-sensitive fresh-food after-sales

Dairy and fresh food · Managed service and back-office support

JD, Tmall, Douyin, Pinduoduo and Kuaishou

After-sales closure accelerated, negative-review interception improved and ratings remained stable.

Background

A leading dairy group faced frequent cold-chain and shelf-life issues.

Challenge

Damage, delays and promotion peaks required consistent cross-platform policies.

Solution

Fast claims SOPs, standardized scenarios and connected back-office workflows improved closure.

Case 04

Taste guidance and review-risk management for a viral food brand

Convenience food · Managed service and back-office support

Douyin, Pinduoduo, Kuaishou, Tmall and JD

Review response became faster, peak traffic stayed stable and positive conversion improved.

Background

A viral convenience-food brand needed to manage subjective taste questions and reviews.

Challenge

Livestream peaks amplified disputes and required one voice across platforms.

Solution

Scenario-based taste scripts, rapid review handling and promotion staffing improved consistency.

Case 05

Festival gift-box peaks and shelf-life after-sales

Heritage bakery · Managed service and pre-sales

JD, Douyin and Tmall

Festival peaks stayed stable, gift conversion improved and after-sales became more consistent.

Background

A heritage bakery relied heavily on festival gift-box demand.

Challenge

Product selection, delivery promises and shelf-life issues peaked together.

Solution

Gift-selection scripts, elastic staffing and a shelf-life SOP prepared the team.

Case 06

Private-channel service and member retention

New dairy and tea beverages · Managed service and pre-sales

Pinduoduo, Tmall, Douyin, Xiaohongshu, Youzan and private channels

Member enquiries flowed better, private-channel satisfaction and retention conversion improved.

Background

An emerging beverage brand relied on member retention and direct channels.

Challenge

Many touchpoints required warm, continuous and consistent communication.

Solution

Segmented member-care and repurchase SOPs unified public and private channels.

Fashion

4 cases

Case 07Verified KPI

Scaling sizing and returns across a large store matrix

Fashion · Large multi-store managed service

Douyin, Kuaishou, Tmall, JD and Pinduoduo

Verified project data: livestream comment response reached 97% and conversion rose about 19%.

Background

A national apparel group had a vast SKU and store matrix.

Challenge

Sizing guidance and seasonal return peaks were hard to standardize.

Solution

Unified sizing and return SOPs, store groups and centralized QA kept service aligned.

Case 08

Seasonal peaks and technical guidance for winter apparel

Down and thermal apparel · Managed service and pre-sales

Kuaishou, Douyin, Tmall and Pinduoduo

Winter peaks were absorbed, advice improved and return disputes declined.

Background

A well-known down-apparel brand faced extreme winter seasonality.

Challenge

Technical insulation questions and sizing returns surged together.

Solution

Seasonal staffing and structured parameter-and-sizing scripts stabilized service.

Case 09

Privacy-sensitive pre-sales for intimates and loungewear

Intimates and loungewear · Multi-store managed service

Douyin, Tmall, Kuaishou, WeChat Channels and Pinduoduo

Sizing conversion improved, disputes fell and customer experience strengthened.

Background

Private sizing questions demanded tact and expertise.

Challenge

Returns also needed strict hygiene handling.

Solution

Professional fit guidance and respectful communication were combined with a hygiene SOP.

Case 10

Localized service standards for an international fashion brand

International fast fashion · Multi-store managed service

Douyin, Tmall and Pinduoduo

Brand voice remained consistent and return experiences stabilized.

Background

A global brand needed its tone adapted to local e-commerce.

Challenge

Local rules and cross-platform returns required one consistent standard.

Solution

Localized tone, unified return policies and ongoing QA aligned delivery.

Home Appliances

4 cases

Case 11

24/7 after-sales across nine major-appliance stores

Major appliances · Nine-store end-to-end service

Eight platforms including JD, Tmall, Pinduoduo and Vipshop

All stores remained covered and after-sales ticket handling became faster.

Background

A leading appliance group needed overnight coverage across nine stores.

Challenge

Installation, faults and returns made standards difficult to unify.

Solution

Platform-based teams, overnight shifts and a shared ticketing knowledge base aligned delivery.

Case 12

Instruction-led support for kitchen appliances

Kitchen appliances · Managed service and pre-sales

Suning, Hema, Pinduoduo and Douyin

Instructional support became faster and product-selection conversion improved.

Background

A kitchen-appliance brand received many how-to, cleaning and recipe questions.

Challenge

Teaching took time and varied across a large SKU range.

Solution

Reusable tutorials and structured product-selection scripts improved consistency.

Case 13

Summer peaks and installation scheduling for cooling products

Air conditioning and cooling · Managed service and after-sales

JD, Tmall, Pinduoduo and Douyin

Peak traffic stayed stable and installation scheduling became more efficient.

Background

Demand and after-sales concentrated sharply in summer.

Challenge

Installation scheduling and urgent service queues became complex.

Solution

Elastic staffing, connected appointment workflows and priority routing improved control.

Case 14

SKU selection and warranty support for lighting and appliances

Lifestyle appliances and lighting · Managed service and pre-sales

Douyin, JD, Tmall, Pinduoduo, Kuaishou and Xiaohongshu

Selection conversion improved and warranty handling became more consistent.

Background

A broad SKU range made product selection and warranty support difficult.

Challenge

Professional advice and platform policies needed alignment.

Solution

Structured recommendations and warranty scripts connected pre- and after-sales.

Consumer Electronics

4 cases

Case 15Verified KPI

Expert high-value pre-sales during product launches

Consumer electronics · Managed service and pre-sales

Tmall, JD and Douyin

Verified project data: store GMV rose about 35% and total customer-service cost fell about 22%.

Background

Complex specifications and high order values made expert advice critical.

Challenge

Launch traffic and compatibility questions peaked together.

Solution

Model-based knowledge, launch training and AI parameter lookup supported agents.

Case 16

Launch peaks and trade-in guidance for smartphones

Mobile and smart devices · Managed service and pre-sales

Douyin, Tmall, Kuaishou and WeChat Channels

Launch traffic remained stable and pre-sales conversion improved.

Background

A leading handset launch created an immediate traffic spike.

Challenge

Trade-in steps and specification comparisons were complex.

Solution

Load rehearsals, elastic staffing and structured trade-in scripts prepared the team.

Case 17

B2B/B2C compatibility support for peripherals and storage

Computing, peripherals and storage · Multi-store managed service

Douyin, JD, Tmall and Pinduoduo

First-contact resolution and segmented service improved.

Background

A brand served both business buyers and consumers.

Challenge

Compatibility questions and purchase needs differed sharply.

Solution

A structured compatibility base and separate B2B/B2C standards improved routing.

Case 18

Subjective sound-quality guidance and dispute handling

Audio and headphones · Multi-store managed service

Douyin, Pinduoduo, Tmall and JD

Conversations became clearer and return disputes declined.

Background

Sound quality was inherently subjective and dispute-prone.

Challenge

Returns and after-sales judgments were sensitive.

Solution

Scenario-based sound descriptions and standardized dispute rules aligned decisions.

Beauty & Personal Care

4 cases

Case 19Verified KPI

Expert ingredient guidance for premium beauty

Premium beauty and personal care · Multi-store managed service

JD, Dewu, Tmall, Douyin and Pinduoduo

Verified project data: inquiry conversion rose about 26%, refunds fell about 18%, and store experience held at 4.8+.

Background

A premium global beauty brand required expert ingredient, authenticity and sensitive-skin support.

Challenge

High-end tone and safety-sensitive after-sales had to remain precise.

Solution

Certified ingredient-skin-product scripts, authenticity SOPs and tone QA aligned service.

Case 20

Skin-assessment pre-sales and ingredient guidance

Skincare · Multi-store managed service

Douyin, Kuaishou, Xiaohongshu, WeChat Channels and Mini Programs

Consultative conversion, expertise and customer trust improved.

Background

Pre-sales conversations resembled a skin assessment.

Challenge

Ingredient-aware customers expected specialist and consistent answers.

Solution

Certified skin-need-ingredient-product scripts structured recommendations.

Case 21

High-frequency retention and bundle recommendations

Oral and personal care FMCG · Multi-store managed service

Douyin, Kuaishou, Tmall, JD and Pinduoduo

Response efficiency, order value and retention conversations improved.

Background

A high-frequency personal-care brand relied on repeat orders and bundles.

Challenge

High volume and low ticket size made response efficiency essential.

Solution

AI-assisted scripts and standardized promotion bundles improved speed.

Case 22

High-value device pre-sales and safe-use support

Beauty devices · Multi-store managed service

Douyin

High-value conversion and after-sales satisfaction improved.

Background

A beauty-device brand combined high order value with safety-sensitive usage.

Challenge

Technical suitability and safe-use questions carried significant responsibility.

Solution

Structured device and safety scripts supported consultative selling.

Sports & Outdoor

3 cases

Case 23

Expert equipment guidance for an international sports brand

Sports and outdoor · Multi-store managed service

Tmall, Douyin, Pinduoduo, Vipshop and Xiaohongshu

Professional conversion improved and peak response remained controlled.

Background

Sizing, use cases and performance advice directly affected conversion.

Challenge

Specialist questions and campaign peaks required one standard.

Solution

Certified size-scenario-function scripts and elastic staffing prepared the team.

Case 24

Scenario-led advice for technical outdoor jackets

Outdoor jackets · Managed service and back-office support

Douyin, Pinduoduo, JD, WeChat Channels and Tmall

Specialist advice and high-value conversion became more stable.

Background

Customers focused on waterproofing, breathability and technical performance.

Challenge

Many use cases made high-value recommendations difficult.

Solution

Scenario-performance-product scripts made technical specifications easy to retrieve.

Case 25

Collaboration launches and sizing peaks for a domestic sports brand

Domestic sportswear · Managed service and pre-sales

Xiaohongshu, Tmall, Pinduoduo, Douyin and Kuaishou

Launch traffic remained stable and sizing conversion improved.

Background

Limited collaborations generated instant demand.

Challenge

Sizing questions and campaign rules peaked across platforms.

Solution

Elastic launch staffing and unified sizing and campaign scripts prepared the team.

Footwear & Bags

2 cases

Case 26

Last and sizing advice for formal footwear

Leather and formal shoes · Managed service, pre-sales and back office

Douyin, Kuaishou, WeChat Channels and Tmall

Sizing disputes fell and pre-sales conversion improved.

Background

Shoe lasts and fit required specialist guidance.

Challenge

Sizing errors drove returns and store standards differed.

Solution

Last-size-foot-shape scripts, standardized returns and centralized QA aligned service.

Case 27

Promotion peaks for a value-focused canvas-shoe brand

Canvas and sports shoes · Managed service and pre-sales

Vipshop and JD

Promotion traffic and return experiences improved.

Background

A national footwear brand served high-volume, value-conscious shoppers.

Challenge

Peak traffic demanded speed and consistent sizing support.

Solution

AI-assisted scripts, elastic staffing and standardized returns improved control.

Healthcare

3 cases

Case 28

Compliant guidance and retention for a heritage healthcare brand

Traditional healthcare · Multi-store managed service

Douyin, Pinduoduo, JD and Tmall

No red-line incidents occurred and professional resolution improved.

Background

Health questions required both expertise and strict compliance.

Challenge

Sensitive claims and long-term repurchase conversations carried risk.

Solution

Approved scripts, sensitive-word controls and a specialist knowledge base governed service.

Case 29

Multi-store chronic-care support for an online pharmacy

Chain pharmacy · Managed service and back office

Taobao/Tmall, Pinduoduo, Meituan, Kuaishou, JD, Douyin and 1688

Compliance standards unified and back-office efficiency improved.

Background

A major online pharmacy operated a large store matrix.

Challenge

Specialist chronic-care questions and ticket volume were compliance-sensitive.

Solution

Centralized scripts, QA and structured back-office processing aligned delivery.

Case 30

Compliant benefit language and retention for nutrition products

Nutrition · Managed service and pre-sales

Pinduoduo, Tmall, 1688, JD, Douyin and WeChat Channels

Compliance, retention conversion and trust improved.

Background

Benefit claims required careful compliance control.

Challenge

Retention needed continuity without exaggerated promises.

Solution

Approved benefit scripts and a retention SOP unified platforms.

Beverages

2 cases

Case 31

Authenticity and gifting guidance for premium spirits

Baijiu and imported spirits · Multi-store managed service

Tmall, Douyin, JD and Pinduoduo

Authenticity answers and gifting conversion improved.

Background

High order values made authenticity and gifting central to pre-sales.

Challenge

Festival peaks required accurate provenance guidance.

Solution

Traceability scripts, gifting recommendations and peak preparation aligned service.

Case 32

High-volume beverage service and damage claims

Beer and soft drinks · Multi-store managed service

Tmall, JD, Douyin and Pinduoduo

Damage closure accelerated and promotion traffic remained stable.

Background

A high-volume beverage brand faced damage claims and promotion peaks.

Challenge

Large traffic and fragile logistics created concentrated after-sales demand.

Solution

Fast claims SOPs and elastic peak staffing improved response.

Home & Textiles

2 cases

Case 33

Space, material and installation support for large home goods

Home and textiles · Managed service and back office

Tmall, JD, Douyin, Pinduoduo and Xiaohongshu

High-value conversion and installation after-sales improved.

Background

Large, high-value home goods required consultative pre-sales.

Challenge

Installation and logistics created a complex after-sales chain.

Solution

Space-size-material scripts and connected tickets improved closure.

Case 34

Material and comfort guidance for bedding

Home textiles and bedding · Multi-store managed service

WeChat Channels, Douyin, JD, Pinduoduo, Xiaohongshu, Kuaishou and Tmall

Pre-sales conversion improved and return disputes declined.

Background

Material and comfort drove purchase decisions.

Challenge

Returns required hygiene rules and consistent cross-platform guidance.

Solution

Material-comfort-scenario scripts and a hygiene SOP aligned service.

Gaming & Collectibles

2 cases

Case 35

High-intensity service for gaming communities

Gaming and collectibles · Managed service and back office

Douyin, Kuaishou, Xiaohongshu, Tmall and JD

Launch traffic, player satisfaction and community sentiment improved.

Background

A highly engaged fan community expressed strong emotions around launches.

Challenge

Community tone and digital versus physical after-sales differed.

Solution

Community-aware scripts, launch staffing and separate after-sales SOPs improved control.

Case 36

Secret-edition guidance and limited collectible launches

Collectibles and blind boxes · Multi-store managed service

Tmall, Douyin, Xiaohongshu and JD

Limited launches remained stable and collectible after-sales improved.

Background

Secret and limited editions generated concentrated questions.

Challenge

Probability, launch traffic and collectible defects were sensitive.

Solution

Launch-rule scripts, elastic staffing and defect SOPs improved consistency.

General Retail

2 cases

Case 37

A unified service hub for a large multi-category retailer

General retail · Large-store end-to-end service

Tmall, JD, Pinduoduo, Douyin and Vipshop

Response consistency and cross-category after-sales improved.

Background

A national retailer operated a vast multi-category store matrix.

Challenge

Standards, QA and peak capacity were difficult to unify.

Solution

Centralized knowledge and QA with category-store groups created one operating model.

Case 38

Fast response for a lifestyle retailer with massive SKU volume

Lifestyle retail · Multi-store managed service

Dewu, Pinduoduo, Douyin, Tmall, JD, Vipshop, WeChat Channels and Kuaishou

Response and customer experience improved.

Background

A lifestyle retailer combined huge SKU volume with frequent low-value orders.

Challenge

Speed was the defining experience metric.

Solution

AI-assisted scripts, structured SKU data and store groups improved efficiency.

Cleaning & Household

1 cases

Case 39

Promotion peaks and batch processing for household cleaning

Cleaning and household · Managed service and back office

Pinduoduo, Douyin, JD and Tmall

Peak traffic remained stable and back-office efficiency improved.

Background

Stock-up promotions created traffic peaks and large ticket batches.

Challenge

Campaign rules and back-office processing needed alignment.

Solution

Elastic staffing and batch workflows standardized delivery.

Home Improvement

1 cases

Case 40

Consultative after-hours service for home improvement

Home improvement · Managed service with overnight coverage

Pinduoduo, Tmall, JD and Douyin

Pre-sales conversion and after-hours experience improved.

Background

Low-frequency, high-consideration products required patient advice.

Challenge

Renovation customers often asked specialist questions late at night.

Solution

Consultative scripts and late-night shifts matched customer schedules.

Automotive

1 cases

Case 41

Vehicle-fit guidance and model matching

Automotive accessories · Multi-store managed service

JD, Tmall and Pinduoduo

Compatibility accuracy improved and mismatch returns declined.

Background

Vehicle and model compatibility drove purchase decisions.

Challenge

Incorrect matching led directly to returns.

Solution

A structured vehicle-model-fit lookup made guidance consistent.

Watches

1 cases

Case 42

Luxury tone, authenticity and after-sales for watches

Premium and luxury watches · Multi-store managed service

Taobao/Tmall, JD, Dewu, Douyin and Kuaishou

Brand tone, high-value conversion and after-sales consistency improved.

Background

A global watch brand required premium tone and authenticity support.

Challenge

High-value conversion and after-sales both demanded specialist handling.

Solution

Luxury-service standards, QA and authenticity SOPs aligned delivery.

Education & Travel

1 cases

Case 43

Pre-sales for education and travel services

Education and travel · Managed service and back office

JD, Tmall, Douyin and Fliggy

Pre-sales conversion, cancellation guidance and fulfilment support improved.

Background

A service brand sold courses and travel itineraries rather than physical goods.

Challenge

Complex cancellation rules and fulfilment required ongoing support.

Solution

Structured course-itinerary scripts and fulfilment SOPs aligned service.