- Infobird recently entered into a cooperative agreement with SaSa (China) Cosmetics Co., Ltd., to provide marketing and customer service solutions for the retailer’s sales staff/shopping guides
- The solutions’ benefits include enhanced trustworthiness, brand image, and value; improved call-through rates; efficient customer service management; and more personalized customer engagement experiences
- Through the agreement, SaSa will leverage technology to improve customer interactions and offer premium personalized experiences, effectively making it a customer experience leader in China
A 2018 KPMG study demonstrated that for a company to be a customer experience leader in China, it must have successfully leveraged technology to improve its interactions with customers, driven efficiency to enhance its customer offerings, and offered premium personalized experiences to meet the ever-growing expectations of customers (https://ibn.fm/zq2d0).
Through its artificial intelligence (“AI”) enabled end-to-end customer engagement solutions, Infobird (NASDAQ: IFBD), a Software-as-a-Service company in China, is empowering companies to customer experience leadership as its new cooperative partnership with SaSa Cosmetics (China) Co., Ltd., a wholly owned subsidiary of SaSa International Holdings Limited that currently operates physical stores in multiple cities across China, demonstrates.
The partnership, geared towards delivering better customer service and marketing capabilities, will help SaSa optimize its marketing and customer engagement model (https://ibn.fm/Bh44v). To achieve this goal, Infobird is providing marketing and customer service solutions for sales staff/shopping guides (“agents”), covering several products and services, including Infobird Cloud Call Center, automated intelligent quality inspection, AI voice chatbots, and intelligent training.
These solutions are expected to improve customer interaction/experience and the efficiency of the agents and increase management effectiveness in stores. With the Infobird Cloud Call Center, for instance, SaSa’s agents will use a unified telephone system that enables them to manage customer service and marketing anytime from a mobile office, eliminating the limitations of traditional customer service centers, which restricted operations to a single location.
Whenever the agents initiate customer service through the platform, customers will see a unified external name and number on their phones, which is likely to improve SaSa’s brand image, value, and trustworthiness as well as increase the call-through rate. Further, the system can automatically record all the agents’ communication and generate multi-dimensional analysis reports, resulting in improved customer service quality and experience; SaSa’s managers can track and understand the agents’ work in a timely fashion with the customizable reports.
In addition to helping managers improve customer service management efficiency and resource allocation, Infobird’s multi-dimensional approach to customer data analysis allows its client to provide more personalized services according to the customers’ needs. According to a 2020 blog post (https://ibn.fm/subdi), the company’s solution achieves the latter by integrating quality inspection data with relevant business system data to generate multi-dimensional user profiles that provide the basic information and needs of the customers. This feature eliminates the need for the agents to constantly communicate or confirm their customers’ identities.
Infobird has also adopted a new customer management mindset model to assist its client in improving marketing performance throughout the customer engagement journey.
The cooperative partnership with SaSa Cosmetics (China) Co., Ltd, whose parent company is an influential cosmetics retail and beauty service group in Asia with operations in Hong Kong and Macau, Malaysia, and Mainland China, signals the acceptance of Infobird’s standardized SaaS products by the retail industry and large enterprises.
By shifting from customized SaaS modules to standardized SaaS modules in order to offer products and services to both mid-to-large enterprises and small-to-medium-sized enterprises (“SMEs”) in China, Infobird became the first SaaS company in the country capable of serving all types of enterprises. Ultimately, the company intends to leverage its standardized modules’ quick and easy roll-out and scalability to capture the lion’s share of China’s SaaS market (https://ibn.fm/rX7xM).
The strategic transformation has enabled Infobird to quickly expand and diversify its client base to include more industry sectors – a factor that influenced its projection that revenue for the fiscal year 2021 will increase by more than 50% year over year to between $22 million and $25 million. Based on its progress thus far, Infobird is ideally positioned to realize its goal of capturing the market share, all while making customer experience leaders out of clients such as SaSa Cosmetics (China) Co., Ltd.
For more information, visit the company’s website at www.Infobird.com/en/index.html.
NOTE TO INVESTORS: The latest news and updates relating to IFBD are available in the company’s newsroom at https://ibn.fm/IFBD
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