“Hello, thank you for calling!” This familiar phrase is often heard when dialling into customer service hotlines. The “heard yet unseen” centres, staffed by professionals adept at listening and addressing customer concerns, form the backbone of the service industry.
On October 22, Infinitus, in collaboration with the Customer Contact Branch of the China Information Industry Association (CIIA) and other industry partners, hosted a Best Practice Study Tour. The event provided an exclusive look into Infinitus’s operations. Over 30 executives from a wide range of sectors gathered at Infinitus Plaza in Guangzhou to explore emerging service models and share actionable insights.
At the event, Huang Jianlong, CEO of Infinitus (China) Co., Ltd., emphasised the critical role of customer satisfaction in today’s experience-driven economy.
“Consumers today seek more than high-quality products. They also want to feel a sense of emotional fulfilment throughout the entire consumption process. Following our user-centric approach and ‘Satisfaction 100’ philosophy, we are committed to enhancing every aspect of the service experience, from pre- to post-sale interactions, ensuring they are reassuring, convenient, and trustworthy,” he noted.
How does Infinitus enhance its service experience with a user-centric approach and win the trust of its customers? And how does it leverage digital tools to create service value? Here’s a closer look:
Swift response: Infinitus answers customer inquiries within three seconds
Since launching its dedicated service hotline in 2010, Infinitus has developed a robust communication system encompassing telephone, online, and intelligent services. The company answers 95% of calls within 15 seconds, receives customer feedback within three seconds, and addresses their needs within 10 minutes. Infinitus ensures round-the-clock service with its 7×24 response system and uses digital technology to manage 36 different customer service operations efficiently.
Total care: Infinitus meets 100% of customer expectations
Over 80% of Infinitus’ customer service staff have medical backgrounds or health management certifications. Specialised desks for immune health, beauty, finance, in-store affairs, and customer care ensure that 96% of customer issues are resolved on the first attempt. For the remaining 4%, customer service records the facts and escalates them to the customer care team, which works hand-in-hand with quality assurance, research and development, production, and after-sales to provide comprehensive solutions.
Since 2017, Infinitus has employed data dashboards and customer feedback reports to adapt to expectations and upgrade products and services promptly. At Infinitus, every customer’s voice is heard, and every issue is resolved.
Unwavering commitment: Infinitus prioritises user rights protection
In response to customer feedback, Infinitus has established partnerships with 315 platforms across 25 provinces and cities, creating a fast-track system for customer engagement. The company also offers a streamlined 30-day no-questions-asked return and exchange policy, enabling customers to select the most convenient service location. Frontline customer service representatives have the authority to quickly address users’ after-sales rights, upholding a “Satisfaction 100” service experience.
Looking forward, Infinitus remains dedicated to its mission of exemplary customer care, driving service innovation and transformation to enhance the customer experience and create greater value.
