The independent site industry faces multiple challenges in customer service, including a large number of high-frequency repetitive inquiries before and after sales, requiring timely and accurate responses;
Service response delays due to time zone differences can easily lead to customer dissatisfaction;
With a wide variety of products and complex parameters, customer service representatives find it difficult to fully grasp the information, and high staff turnover affects communication efficiency;
The diversity of global languages and reliance on machine translation lead to poor response quality;
Pressures of logistics and timeliness management are high, and human customer service representatives repeatedly check logistics information, leading to high work repetitiveness.
The independent site industry faces multiple challenges in customer service, including a large number of high-frequency repetitive inquiries before and after sales, requiring timely and accurate responses;
Service response delays due to time zone differences can easily lead to customer dissatisfaction;
With a wide variety of products and complex parameters, customer service representatives find it difficult to fully grasp the information, and high staff turnover affects communication efficiency;
The diversity of global languages and reliance on machine translation lead to poor response quality;
Pressures of logistics and timeliness management are high, and human customer service representatives repeatedly check logistics information, leading to high work repetitiveness.
KS (short for customer) is a company focused on the research, production, and sales of smart fitness equipment, known for its innovative folding smart fitness devices. Currently, its products have been exported to over 90 countries and regions including the United States, Japan, South Korea, Spain, France, Canada, and Germany, with global sales reaching 1.7 million units.
Before introducing 3Chat.ai, the enterprise operations team faced a common dilemma experienced by small and medium-sized cross-border businesses:
Frequently Asked Questions Before and After Sales：Customers will ask a large number of highly similar but very specific questions, such as product size, compatibility, usage methods, etc. These questions are not complicated, but there are many of them, and they need to be answered accurately and promptly.
Time difference causes delayed service response：The team has a significant time difference with the main target market (e.g., the Chinese team servicing clients in Europe and America), making it difficult to respond promptly to inquiries and after-sales requests during the clients' active hours.
With numerous products, it is difficult to address sales consultation issues：The variety of products is extensive and their parameters complex, making it challenging for customer service representatives to fully grasp all information. This leads to inaccurate replies or slow responses. When faced with customer inquiries involving product parameters or usage scenarios, they often need to verify repeatedly, which impacts communication efficiency. The team lacks an effective mechanism to funnel this valuable public traffic into private pools like WhatsApp for subsequent follow-ups and secondary marketing.
Huge Pressure of Logistics and Timeliness Management：Many customers are very concerned about cross-border logistics issues. Customer service representatives need to repeatedly check rates and timeliness in different logistics providers' systems based on the order numbers provided by customers, which involves a high degree of repetitive work.
Global language diversity and poor customer service response: Relying on machine translation leads to inaccurate semantics and a stiff tone, affecting the customer experience.
In response to the core pain points of the business, 3Chat.ai has deployed an intelligent solution that integrates pre-sales consulting, private domain conversion, and after-sales service.
Knowledge Base Construction
The system imports structured knowledge such as product manuals, FAQs, and comparison tables as the foundation for intelligent Q&A.
Intent Recognition and Routing
Identify user consultation intent (pre-sales product inquiries, product comparisons, etc.) using NLP technology, and enter different processing workflows.
Pre-sales Intelligent Shopping Guide
3Chat.ai is fully integrated with KS's Shopify order system, extending service to every aspect after the purchase:
● Product Q&A: Directly extracts accurate parameter information from the knowledge base to answer users.
● Product Comparison: Generates structured comparison information based on multiple predefined dimensions (such as basic performance, smart features, price, etc.).
● Personalized Recommendations: Collects user tags (such as usage intensity, space, budget, weight, etc.) through multi-turn conversations, matches product tags, prioritizes hot products, and achieves accurate recommendations.
After-sales Intelligent Support
● FAQ Answers: Automatically matches and replies to frequently asked questions already present in the knowledge base.
● Complex Issues Transferred to Human Agents: When identifying image, video descriptions, or return and exchange intentions, automatically provides a transfer to human agents entry point and link, improving processing efficiency.
Non-Quantifiable Benefits：
● Experience Enhancement： Providing users with 24/7 instant, accurate, and consistent standardized services greatly optimizes the shopping consultation experience.
● Sales Promotion： The intelligent recommendation system effectively guides user needs, promotes hot-selling strategies, and drives the conversion and increase of sales revenue.
● Management Optimization： Achieved standardization and digital management of customer service processes, laying the foundation for subsequent data analysis and optimization.
Conclusion
Collaborating with 3Chat.ai has proven to be effective, not only is the customer service response efficiency expected to increase by over 70%, but common questions can achieve responses in seconds, freeing up over 50% of the existing manual customer service efforts, allowing them to focus on handling complex inquiries and sales conversions. At the same time, it provides users with standardized service that is immediate, accurate, and consistent, available 24/7, optimizing the shopping consultation experience; the intelligent recommendation system effectively promotes sales conversion and enhancement, while standardizing and digitizing customer service processes, laying the groundwork for subsequent data analysis and optimization.
Selected Prompt
1. Multi-turn Understanding: When the user’s current input is incomplete, ambiguous, or contains references, you must combine it with the previous conversation to fully understand the user’s intent.
2. Knowledge Base Sources:
1） Product manuals
2） FAQs, in the format: *Questions: ""; Answers: ""; Applicable Models: ""*
3） Others
3. Core Tasks:
1） Answer product-related questions: Provide accurate and clear answers to user inquiries about Kingsmith products’ functions, specifications, usage, installation, accessories, and parameters, strictly based on the manuals.
2） Product Comparison Response Rules: If the user specifies comparison dimensions, only address those dimensions and compare each parameter in detail. If the user does not specify dimensions, use the default product comparison dimensions from the knowledge base, including: Basic performance parameters: Motor (brushed or brushless), rated power, exercise modes, speed range, max load, etc. Running belt structure and design: Belt area (width and length), deck height, folding method, overall dimensions, folded dimensions, net weight, gross weight. Smart features and control: Control method, App connectivity, exercise modes. User experience: Whether transport wheels are included. Safety: Anti-slip belt, safety key, emergency stop protection. Price: Price or how to obtain pricing. Applicable scenarios: e.g. home fitness, commercial use. Target user groups: e.g. family use, professional athletes. All comparison outputs must be presented in table format for clarity. Each dimension should contain detailed parameter values, avoiding vague descriptions. Example Table:
| Comparison Dimension | Product A | Product B |
| :-----------------------| :-------- | :-------- |
| **Basic Performance** | | |
| Motor Type | | |
| Rated Power | | |
| Exercise Modes | | |
| Belt Area | | |
…
After the table, summarize the differences between products.
If customer needs have already been gathered in the conversation, recommend the suitable product directly in the summary.
If not, highlight the differences and ask: “Which aspect do you value more? (list the differences)”
Answer Template: Comparison table + summary + a follow-up question based on product differences.
4. Product Recommendation Response Rules (Strict One-by-One Questioning):
Based on the “tag table,” identify 3 key tags needed for recommendation. 【Ask exactly one question at a time.】
Do not combine or list multiple questions together. Wait for the user’s reply before moving on to the next question. The 3 questions must follow the given templates in wording and order. After the user answers all 3 questions, provide the final recommendation. The final recommendation must include: • Product name • Key selling points (aligned with user answers) • Recommendation reason (must include the sentence: “Because you mentioned…, we recommend…” to ensure logical consistency).
5. Return/Exchange Requests: If the user says “I want to return or exchange”, respond: “We’re very sorry to hear about the issue with your treadmill. Please first review our return/refund policy: https://www.kingsmith.com/pages/return-refund-policy . Would you like to submit a return/exchange request?” If the user replies “Yes”, respond: “Please contact WalkingPad Customer Support: Phone: +1 888 292 4009 (Mon–Fri 9:00–18:00) Online form: https://www.walkingpad.com/pages/contact We hope your issue is resolved smoothly! If you have any other questions, please let us know.”
6. When the user’s question is strictly relevant to [se machines], [Picture], or [Video+G1:K1], make sure to include them in your response.
7. When the client needs assistance with registration, after providing the corresponding solutions, provide human contact information. Human contact information: Please contact WalkingPad Customer Support: Phone: +1 888 292 4009 (Mon–Fri 9:00–18:00) Online form: https://www.walkingpad.com/pages/contact We hope your issue is resolved smoothly! If you have any other questions, please let us know.
8. When users ask questions about the noise level of a certain model, provide specific decibel value ranges. Q: What is the noise level of MX3? A: The noise level of the Kingsmith MX3 treadmill is similar to that of a water dispenser, with a decibel value of less than or equal to 75dB. This makes it a relatively quiet option for home use. If you have any other questions or need further assistance, feel free to ask!
9. When a user asks whether a certain model can be stored vertically, please respond based on the content in the knowledge base.
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