How can you expand your business abroad? Which customer service strategy should you adopt? Should you develop a different strategy according to the markets you are targeting? These are just some of the questions a company should be asking when considering moving into new markets.
In this article we will focus on customer service and provide 3 steps to develop your customer service strategy abroad. The ibbü community, your on-demand pool of experts, could be the secret ingredient of your international customer service strategy!
# 1 – Build a flexible customer service team, available at any time for your customers
Should you partner with a local business? Should you work with natives who know the market inside out? These questions are crucial for you to consider before expanding your business abroad. You need to be able to handle your company from one country to another.
Responsible for the French market, Joao Ferreira was looking for qualified human resources to answer questions on Prozis.com at all times in France. “I wanted to find people who could answer simple questions in relation to their experience: personal trainers know the products sold by Prozis and are able to find a solution quickly“, he explains. Joao Ferreira chose the ibbü community, an on-demand pool of experts, selected by iAdvize and paid to enhance brands’ customer experience and boost their online sales. He delegated the entire selection process to iAdvize and only intervened to validate the profiles selected. “The ibbü service is a key strength as it’s difficult for a European company like Prozis to identify the best French experts in sports nutrition.“ Today, 5 experts advise visitors on the Prozis’ website 22 hours a day with a 31% conversion rate.
- ibbü has selected ibbü experts in a variety of sectors (sports, fashion, beauty, travel, childcare, finance, nutrition, sewing, books, decoration, etc.) in 5 different countries: France, the United-Kingdom, Spain, Germany and Italy.
For companies who expand their business abroad, one of the greatest difficulties is to source native profiles in the target country. It’s even more difficult to find profiles with cutting-edge expertise about their products or field of activity. That’s why iAdvize carefully looks at ibbü experts‘ profiles for them to perfectly correspond to your brand’s expectations and be the most qualified possible!
Moreover, ibbü can provide you with experts accross 5 countries – France, the United-Kingdom, Spain, Italy and Germany. We always select native experts who live in the chosen country and it is also possible for some of the experts you have selected to chat with your visitors in several different languages!