In the past few years, driven by the concept of ESG and the policy support of many governments, the demand for short-distance travel in the European and American markets has soared. This has also brought about the explosion of two-wheeled electric products, E-motorcycle (electric motorcycle), E-bike (electric bicycle) and E-scooter (electric scooter) three main categories, in the market winter out of one growth myth after another. HeyBike is one of the most eye-catching performers.
HeyBike is one of the many e-bike startups. According to public data, Heybike has sold more than 15,000 e-bikes in just over seven months since its establishment in 2021, a record for sales in the global e-bike market. It's fair to say that Heybike's rapid growth is undoubtedly unprecedented for all e-bike startups.
"Agile" to quickly seize the market
Let every purchase need not be disappointed
Heybike was born in the boom of China's electric bicycles going overseas, as a company located in Guangdong, it has been anchored in the overseas market since its birth, and is not keen on domestic publicity, and can even be said to be low-key. But overseas, Heybike's development can be called rapid.
This is due to its forward-looking vision and product ideas based on customer needs, as can be seen in its product features. Heybike's folding electric car originated from a fan who asked founder Jasion, "Why can't your bike be folded?" so I can go on a trip with my son on the weekend. "The foldable function allows enthusiasts to enjoy riding anytime, anywhere.
Source: Heybike official website
At present, Heybike has launched more than 40 products on Amazon, independent stations and other platforms to meet the product needs of different people, different scenarios and different prices. Heybike has reached the top three market share in North America.
For the next step of development, Heybike said that it will adhere to customer-oriented, committed to providing customers with better pre-sales and after-sales services, and promises to make customers have a more convenient shopping process. So as a Chinese company, how do they serve overseas customers?
"Efficient" Respond quickly to demand
Let every after-sales consultation not wait
Providing professional consulting and services to tens of millions of customers around the world, does it require a lot of manpower? Heybike chooses to improve the efficiency of the front-line team through digitalization. Heybike has nine customer service to deal with overseas customer problems, and the number of customers served per capita can reach tens of thousands, while also providing as good a service experience as possible.
In terms of service experience, all questions about after-sales consultation, installation, accessories, exchanges, and returns are basically based on email and telephone. Due to the problem of product attributes, each phone call of Heybike is very long, the consultation questions are more complicated, and the communication time of overseas customer service is generally from 10 pm to 8 am, which is more stressful.
Heybike introduces a new generation of call centers to improve the efficiency of customer service personnel. Using a variety of intelligent ACD capabilities such as agent queues, thousand-level customer priority, agent allocation strategies, queue voice prompts, etc., the system can fully consider the priority and waiting time of customers, and let every customer enjoy the due service according to intelligent allocation rules and good waiting prompts. In this process, agents only need to handle the current customer service needs in an orderly manner, and do not need to worry about complicated call distribution and customer waiting.
In terms of service management, in order to ensure the service satisfaction of each customer, through the call center system, the working status of the agent can also be displayed in real time, and the agent team leader can monitor, whisper, intercept, and force insert each agent in the call to avoid the loss of customer satisfaction caused by wrong operation. At the same time, the call center's daily overall call-related data, agent status and call trend are also fully displayed, so that managers can understand the daily business volume and business trends, and allocate and control agent resources more reasonably.
"Transparency" The service has a trace
Let every problem be dealt with without procrastination
Behind every phone call, there are many times hidden after-sales hidden dangers, how to solve problems for customers is the essence of service. The next step in ensuring call satisfaction is satisfaction with problem handling.
For consumer services, the problem is not solved, the solution progress is not transparent, and the solution is not satisfactory is what all enterprises must avoid. Therefore, Heybike has introduced an intelligent work order system, which uses intelligent means to make the problem handling traceable and the customer service feedback progress effortless.
When a consumer raises a replacement problem, the solution to the problem may have to go through the customer service department, after-sales department, quality department, Warehouse and other departments, which also involve multi-level approval and signing, and every day may not only have to deal with a replacement situation, each customer's needs are also facing different situations, Heybike work order system can automatically assign different situations to different processing personnel according to the rules, and automatically flow between different departments, the processing progress is synchronized in real time, customer service personnel can instantly feedback the node according to the processing progress and estimate the time, and the customer can also view the processing progress at any time on the service side, so as to truly achieve transparency in the service processVisualization.
Through digital tools, Heybike has standardized and scaled high-quality services, allowing all customers to enjoy a VIP-level service experience online, greatly improving service efficiency per capita and processing satisfaction.
Through digital tools such as call center and work order system of Wofone Technology, Heybike allows customers around the world to enjoy intimate service, solve customer problems in a more timely manner, provide emotional value, successfully improve customer trust, and truly achieve its service commitment to customers.