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After-Sales System Combat Capability! Omni-Channel Customer Service System Boosts Development of Dairy Industry After-Sales Systems!

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文章摘要：Against the backdrop of increasingly fierce competition in the dairy industry, consumers have become more stringent in their requirements for product quality and service experience. The dairy industry chain covers a wide range, from pasture milk sources and factory processing to end-user sales, with each link closely connected to consumers. Building an omnichannel integrated after-sales service system and achieving efficient service connection through an omnichannel customer service system have become important measures for dairy enterprises to stand out in the market.

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Table of contents for this article

Against the backdrop of increasingly fierce competition in the dairy industry, consumers have become more stringent in their requirements for product quality and service experience. The dairy industry chain covers a wide range, from pasture milk sources and factory processing to end-user sales, with each link closely connected to consumers. Building an omnichannel integrated after-sales service system and achieving efficient service connection through an omnichannel customer service system have become important measures for dairy enterprises to stand out in the market.

I. Current Status and Challenges of After-Sales Service in the Dairy Industry

1. Dispersed Channels and Severe Information Silos

Dairy products are sold through diverse channels, including offline supermarkets, convenience stores, specialty stores, as well as online e-commerce platforms, social media, brand official websites, and mini-programs. Different channels operate independently; when consumers consult or provide feedback through different channels, customer service staff struggle to access complete customer information, resulting in disjointed services. For example, if a consumer buys a carton of milk on an e-commerce platform and finds quality issues after consumption, then provides feedback via the brand’s official WeChat account, customer service cannot quickly access their order details—undermining problem-solving efficiency and the consumer experience.

2. Untimely Service Responses and Low Customer Satisfaction

Dairy products have short shelf lives and are consumed in real-time scenarios. When consumers encounter issues such as product quality problems or logistics delays, they expect quick resolutions. However, traditional customer service models are limited by working hours and manpower, making it difficult to achieve 24/7, omnichannel responses. Especially during peak sales seasons or public opinion crises, customer service pressure surges, leading to backlogged issues and a sharp decline in customer satisfaction. Data shows that approximately 50% of consumers develop negative impressions of dairy brands due to delayed customer service responses, and some even stop purchasing products from those brands altogether.

3. Lack of Personalized Services and Inability to Meet Diverse Needs

Different consumers have varying demands for dairy products—for instance, pregnant women have specific needs for nutritional formula milk powder, while fitness enthusiasts prefer high-protein, low-fat dairy products. Traditional after-sales services lack in-depth insight and analysis of consumer needs, making it hard to provide personalized service recommendations and solutions. Customer service staff often use one-size-fits-all scripts to handle inquiries from different customers, failing to accurately match customer needs and resulting in low customer loyalty.

II. Omnichannel Customer Service System: Core Support for Building an Integrated After-Sales Service System

1. Omnichannel Integration to Break Information Silos

The omnichannel customer service system can centrally collect and integrate customer inquiries, complaints, and suggestions scattered across various channels of dairy enterprises, breaking down information silos between channels. No matter which channel a consumer uses to contact the enterprise, customer service staff can access the consumer’s complete historical interaction records, purchase information, and preference data in the system, enabling one-stop service. For example, after a well-known dairy brand introduced an omnichannel customer service system, customer service staff could quickly view customers’ purchase trajectories across all channels when receiving inquiries, accurately identify problems, improve service efficiency by 30%, and boost customer satisfaction by 20%.

2. Intelligent Routing and Efficient Responses to Enhance Service Timeliness

Leveraging intelligent routing, the system automatically assigns inquiries to the most suitable customer service staff or intelligent customer service robots based on factors such as the type of customer problem, urgency level, and language preferences. For common questions—such as product shelf life inquiries and nutritional content introductions—intelligent customer service robots can provide 24/7 quick responses, with a resolution rate of over 80%, significantly reducing the pressure on human customer service. For complex issues, the system promptly transfers inquiries to human customer service and provides relevant knowledge base information to support responses, ensuring efficient problem resolution. With the help of this system, a dairy e-commerce platform reduced the average customer inquiry response time from 15 minutes to 3 minutes, effectively enhancing the customer experience.

3. Data Analysis and Personalized Services to Meet Diverse Needs

The omnichannel customer service system is equipped with powerful data analysis capabilities. Through in-depth mining of customer service data, it can gain insights into consumers’ purchasing behaviors, preference trends, and potential needs. Enterprises can use this data to provide personalized services—for example, pushing discount information for new low-fat yogurt products to customers who regularly purchase low-fat milk, or offering customized delivery services to customers who buy dairy products at specific times. Meanwhile, data analysis results also help enterprises optimize product R&D, marketing, and after-sales service strategies to enhance market competitiveness. For instance, a dairy enterprise identified new consumer demands for the taste and packaging of children’s cheese sticks through customer service data analysis, quickly adjusted product formulas and designs, and achieved a 25% sales growth after the new product launch.

After-Sales System Capability! Omnichannel Customer Service System Drives the Development of After-Sales Systems in the Dairy Industry

III. Construction and Practice of an Omnichannel Integrated After-Sales Service System

1. Integrate Multi-Channel Service Resources

Dairy enterprises need to sort out existing sales channels and integrate online and offline service resources. Online, they should unify customer service entry points across e-commerce platforms, official websites, and social media, ensuring seamless transfer of customer inquiries to the omnichannel customer service system. Offline, they should train store employees to master system operations, promptly input consumer issues into the system, and feed back solutions to consumers. For example, a dairy chain store requires employees to upload customer feedback to the omnichannel customer service system via mobile devices immediately after receiving it; the headquarters customer service team then centrally handles the issues and informs employees of the results to relay to customers, achieving coordinated online-offline services.

2. Establish Standardized Service Processes

Based on the omnichannel customer service system, enterprises should formulate standardized after-sales service processes. Clear standards and time limits should be set for every step, from receiving customer inquiries and classifying problems to processing procedures and feedback of results. At the same time, a comprehensive knowledge base—covering product knowledge, frequently asked questions, and after-sales service policies—should be established to provide customer service staff with accurate and consistent service guidelines. For example, a large dairy enterprise formulated strict customer service processes, stipulating that simple issues should be resolved within 1 hour and complex issues should have solutions provided within 24 hours; it also updates the knowledge base regularly to ensure stable service quality.

3. Strengthen Staff Training and Team Collaboration

Customer service staff are the direct implementers of the omnichannel integrated after-sales service system. Enterprises should enhance training for customer service teams to improve their professional knowledge, communication skills, and system operation capabilities. Additionally, they should promote collaboration between the customer service department and other departments such as sales, production, and logistics, establishing a cross-departmental problem-solving mechanism. When customers report product quality issues, customer service staff can quickly coordinate with the production department to trace the cause and work with the logistics department to follow up on delivery links, providing customers with comprehensive and satisfactory solutions.
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IV. Case Analysis: Omnichannel Service Transformation of a Well-Known Dairy Enterprise

A well-known dairy enterprise faced after-sales service challenges during its market expansion. After introducing an omnichannel customer service system, the enterprise achieved a qualitative leap in service. The system integrated customer information from over 10 sales channels, including official websites, e-commerce platforms, and offline stores, allowing customer service staff to gain a comprehensive understanding of customers. Intelligent customer service robots handled 60% of daily inquiries, reducing the average customer waiting time to less than 1 minute. Through data analysis, the enterprise launched personalized marketing campaigns and service packages for different customer groups, increasing customer repurchase rates by 15%. Furthermore, the cross-departmental collaboration mechanism effectively resolved issues such as product quality complaints and logistics delays, raising customer satisfaction from 70% to 85% and significantly improving brand reputation.

V. Future Outlook: Continuous Upgrade of Omnichannel Integrated After-Sales Service

With the continuous development of technologies such as artificial intelligence, big data, and the Internet of Things (IoT), the omnichannel integrated after-sales service system will become more intelligent and personalized. In the future, the system may use IoT devices to monitor the storage and transportation conditions of dairy products in real-time, provide early warnings for potential issues, and proactively offer solutions to consumers. It may also use virtual reality (VR) or augmented reality (AR) technologies to provide consumers with product usage guidance and nutrition popularization. Through more accurate data analysis, it will enable in-depth customization of products and services. The omnichannel customer service system will continue to help dairy enterprises improve service levels, meet the growing needs of consumers, and gain an advantage in the fierce market competition.

 

As a core tool for building an omnichannel integrated after-sales service system in the dairy industry, the omnichannel customer service system provides strong support for enterprises to solve service pain points, enhance customer experience, and strengthen brand competitiveness. In the digital era, dairy enterprises should actively embrace the omnichannel service model, continuously optimize their service systems, and win the market with high-quality services to achieve sustainable development.

 

Udesk Omnichannel Customer Service System by Wofeng Technology integrates a cloud call center, online customer service, and work order system on a single platform. It connects more than 20 domestic and foreign communication channels, enabling barrier-free communication with your global customers. By establishing connections with customers through multiple channels, it improves sales performance, enhances service quality, and ensures customers enjoy an excellent experience. Grasp customer intentions in real time—converting leads to customers has never been easier!

The article is original by Udesk, and when reprinted, the source must be indicated：https://www.udeskglobal.com/blog/after-sales-system-combat-capability-omni-channel-customer-service-system-boosts-development-of-dairy-industry-after-sales-systems.html

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