Solutions
Small and medium cross-border teams often face the challenge of insufficient manpower—one person has to do customer service, marketing, and also act as a translator.
Responding late at night across time zones, dealing with returns, urging logistics, answering tax questions, negotiating small order prices… time is filled with trivial matters; once the advertising traffic pours in, customer inquiries are overwhelming, messages are not returned, and missed orders and customer loss become the norm.
3Chat.ai connects Shopify with WhatsApp, creating a comprehensive inquiry response, customer follow-up, precise reach, and conversion transaction intelligent marketing solution, helping cross-border merchants efficiently accommodate every customer without increasing manpower, and also increasing the conversion rate by 50%!
Customer Basic Information
MoxaMoxa Singapore is an independent Shopify site focused on the sale of traditional Chinese medicine products, including moxibustion, gua sha, and other TCM-related products, helping people achieve optimal health.
Customer Official Website
Customer Core Pain Points
Time zone differences lead to delayed service responses: There is a significant time difference between the team and the primary target market (e.g., the Chinese team serving EU and US customers), making it difficult to respond to inquiries and after-sales requests promptly during active customer hours. Cross-border merchants often face scenarios where customers make inquiries during the day, and must wait several hours or even until the next day for a response. If after-sales issues (such as shipping delays, returns, tax policies) are not addressed in a timely manner, it can easily lead to customer dissatisfaction and negative reviews.
Diverse products make sales inquiry issues difficult to resolve: The variety of products and complex parameters make it challenging for customer service personnel to comprehensively grasp all the information, leading to inaccurate responses or slow reactions. Moreover, there is a high turnover rate in the customer service industry, requiring time and money for training new employees, and when dealing with customer inquiries involving technical details or use cases, repeated verifications are needed, impacting communication efficiency.
Diversified global languages lead to poor customer response effectiveness: Relying on machine translation may result in inaccurate semantics and stiff tones, impacting customer experience.
Low conversion rates from public to private domains make it difficult to promote secondary sales: A large amount of traffic comes from advertising placements or third-party platforms (such as Google, Facebook, Amazon), but there is a lack of effective means to convert customers into long-term reachable private domain assets. The main reasons are the lack of follow-up mechanisms after customer inquiries, insufficient automated marketing tools for personalized recommendations and reactivation, and the inability to establish customer profiles, making precise marketing difficult.
Core Demands
Automated pre-sales consultation: Provide online responses to customer questions around the clock, using precise language to accurately answer common product questions (like what product varieties are available and how to use them), ensuring the accuracy and professionalism of replies. For complex inquiries, seamless handover to a human representative is supported.
Self-service after-sales support: Proactively provide product instructions, accurately answer buyer questions, regularly conduct after-sales care, and promote customer repurchase behavior as much as possible. For local buyers, automatically direct them to offline instrument training classes.
3Chat.ai Customized Solutions
1. Intelligent pre-sales consultation:
Build a professional product knowledge base: Systematically organize product information, frequently asked questions (FAQs), applicable groups, etc., to form a structured knowledge base.
Semantic understanding and professional responses: The configured 3Chat.ai interacts in the style of a "professional sales consultant", greeting + welcome message, proactively responding to customer inquiries, and during chats, 3Chat.ai deepens user needs through empathy + questioning, establishes product advantages based on customer demands, and promotes sales conversion.
AI customer service helps establish product advantages
2. Self-service after-sales process:
Achieve multi-platform interaction using MCP: Fully integrate Shopify's order system, automatically obtain product information, order information, shipping details, and send it to buyers when needed.
On the first day of delivery, proactively send the corresponding product’s operational guide and use instructions; after 7 days, send a follow-up on usage; invite local customers to participate in activity salons after 30 days; push relevant consumable promotions to boost secondary sales.
Answer product-related inquiries.
AI customer service proactively promotes products
Implementation Results
Significant increase in efficiency: Simple inquiry response times reduced from several hours to seconds.
Optimized labor costs: Complex cases requiring human intervention reduced by more than 80%.
Customer satisfaction leap: Customer satisfaction score (CSAT) increased significantly from 73% to 95%.
Promote repurchase: After automated delivery reminders, the customer repurchase rate significantly increased, with data showing that 34% of customers placed orders again after receiving reminders.
Summary
The 3Chat.ai smart customer service system was created to address these issues, achieving 7×24 hours of instant responses through AI agents, increasing service efficiency and reducing after-sales service costs. Specifically, 3Chat.ai can do the following:
Automated replies: Can proactively send messages to customers based on SOP.
Competitive product comparison: Respond to customer inquiries, gather competitor information, provide product comparisons, and establish a professional image.
Demand exploration: Guided questioning to proactively uncover customer needs and provide targeted answers.
Promotional urging: Push orders through sales tactics such as discounts and promotions to diversify transactions.
Private domain conversion: Offer discounts linked to WhatsApp to draw traffic into the private domain.
Allowing every merchant to focus their energy on what truly matters.
📞 Contact us for customized solutions
📩 Inquiry Email: contact@3chatai.com
🌐 Official Website: www.3chatai.cn
Address
Building A6, 10th Floor, No. 1528, Gumei Road, Xuhui District
Headquarters · Shanghai
Branches · Singapore · Guangzhou · Chengdu · Hangzhou · Hefei · Nanjing · Shijiazhuang