Turning customers into fans
Founded in 2010, Xiaomi Corporation is a tech company headquartered in Beijing, China that produces smartphones, smart hardware and the world’s leading consumer Artificial Intelligence of Things platform with over 325 million connected smart devices. Today, Xiaomi serves customers in over 70 countries across 17 locations, covering 23 different markets. The company ranks second in the world in smartphone device sales with over 17% of the market share.
When Xiaomi commenced providing customer support outside China, it faced the challenge of building an agile, global contact center infrastructure — and a remote workforce capability to manage it. Its unique requirements included multilingual language capabilities, flexibility to accommodate differing compliance and privacy regulations, and an operations environment to support distinctive local characteristics.
Xiaomi is in the business of technology solutions, but its service team understands how essential customers are for its success.
“Our employees highly respect the culture that the fans of Xiaomi are the founders of the brand,” said Wang Chuanpeng, International Services Product Director at Xiaomi. “User experience is the core of what we do and a concept we all talk about daily is to be friends with our users and to be the coolest company in their minds.”
Xiaomi wanted to achieve the following CX objectives:
- Deliver a uniform customer service experience worldwide
- Improve agent scheduling and productivity
- Monitor call queues
- Identify and analyze customer call patterns in real time
- Improve compliance across different markets
- Improve management of global operations through data integration
- Improve operational efficiencies
Choosing a seamless open platform
Before partnering with Genesys, Xiaomi looked at many solutions available in the market; however, most vendors had difficulty meeting its diverse global needs and system requirements. Xiaomi chose Genesys because of its remarkable cloud-based voice capability, superior overall performance and ease of integration; it assessed Genesys as being asset-light, quick to deploy and most critically, completely scalable across any global region or specific location.
“Genesys created a global deployment plan for us,” said Wang Chuanpeng. “The openness of their platform was a great help. It integrated seamlessly with our customer service workbench. And as we only had five HQ-based operations staff, its management capability was remarkably efficient.”
In the past, Xiaomi agents relied on a global third-party voicemail system to interact with customers. This system was deficient in achieving unified management. It didn’t meet minimum service delivery standards across different locations as customer calls couldn’t be monitored in real time or identified and analyzed for calling patterns.
