As a product with a high repurchase rate and high customer unit price, maternal and infant products are a popular track for going overseas.
According to the Market Reports World report "2023-2028 Maternal and Infant Products Market Size and Revenue", in 2022, the global maternal and infant products market size will be about $206.6 billion and is expected to reach $237.6 billion in 2028, which shows the huge potential and growth expectation of the global maternal and infant products market.
The 100 billion gold-absorbing track of maternal and infant products continues to attract players to enter, and various market segments are close to each other, and many head players have been killed. Among them, there are many domestic brands that have been silently active in the position of mothers and babies going to sea in recent years-Lute Jiacheng.
As a one-stop maternal and infant brand for cross-border going overseas, since its establishment in 2019, Lute Jiacheng has quickly occupied a place in the European and American maternal and infant products market, independently designed and developed high-quality products, and sold them all over the world through Amazon, independent stations, Walmart and other e-commerce platforms, and continued to create the ultimate explosive products, and product sales have reached new highs.
In the extremely involuted market environment, Lut Jiacheng has frequent explosive products and sales have taken off, what has this brand done right?
Choose the right channel and make a precise layout
The long-term focus on the full-link operation of the maternal and infant vertical category has enabled Lute Jiacheng to better understand the target customer group and create products that are more in line with consumer expectations, and with its professional channel operation capabilities, it has helped the brand achieve explosive sales growth and sustainable long-term business value.
In the laying of sales channels, Lute Jiacheng has carried out a comprehensive and meticulous layout. In addition to cooperating with e-commerce giants such as Amazon, it also chooses to build its own website and platform in the form of independent stations, and actively enters various maternal and child shopping platforms and major offline supermarkets, as well as the popular SHEIN and Tiktok stores.
At the marketing level, Lut Jiacheng has a layout on mainstream social media such as Facebook, TikTok, and Instagram. The content shared on TikTok is mainly about the tutorials on how to use the product and related reviews. In terms of the promotion of celebrities, Lute Jiacheng will look for celebrities around the brand style, and accurately reach the maternal and infant groups through pit avoidance evaluation, experience sharing and other content.
Of course, the success of Lute Jiacheng also lies in firmly grasping the psychology of users, truly thinking from the perspective of users, listening to their voices, and understanding their needs. For brands, in addition to creating products that satisfy consumers, emotional value is also a point that consumers value very much.
If the product sells well, the service is indispensable
In the competition of maternal and infant brands in overseas markets, in addition to the competition of product quality and the layout of marketing channels, it is also a competition of service quality. Lottera Jiacheng can be described as "exhausted" in the service of overseas customers.
In order to seamlessly connect global customers, Lute Jiacheng has built its own omni-channel customer service system, which integrates email, call center, and online customer service, and has unified access to WeChat official account, official website, telephone, email and social media platform to ensure that customers can easily obtain the information and services they need through diversified channels.
Among them, e-mail is an important entrance for overseas customer inquiries. By configuring multiple public mailboxes, different channels or customer service personnel can perform their duties to achieve classified processing of pre-sales and after-sales consultations.
In practical application, when a customer sends an email to inquire about the detailed function, price and delivery of the product, the mail processing system automatically recognizes that it is a pre-sales consultation email and automatically classifies it into a pre-sales consultation ticket. According to the preset rules, the system automatically assigns the email to the pre-sales customer service who is responsible for the product.
At the same time, the subject and description of the email are automatically converted into the content of the main page, and the customer service can intuitively see the customer's questions after opening the ticket, and provide detailed answers through the rich text reply function. Email ticket management is more granular to the categorization of tickets on the same topic, as well as the complete preservation of historical conversations, so that the customer service team can fully understand customer issues and provide a cohesive service experience.
In terms of call center, Lute Jiacheng has not only set up a domestic call center, but also established an overseas call center for overseas markets to ensure that customers around the world can receive timely and professional services. The call center system not only integrates functions such as voice recognition and automatic assignment, but also supports multi-language services, which can easily handle customer inquiries from different countries and provide customers with a one-stop service experience.
In addition to supporting the common contact methods of overseas customers such as email and call center, the omni-channel customer service system also supports docking with overseas mainstream social media such as WhatsApp and Facebook, so that the customer service of Lute Jiacheng covers a wider range of channels.
In addition, customers can easily initiate inquiries directly through the personalized consultation component on the official website or WeChat official account. After the user enters the line, the text robot will conduct self-service, and there will be a list of frequently asked questions and jump links in the form of pictures and texts, and guide the user to solve the problem by clicking on the FAQ, which can give accurate and detailed answers in a short time, saving customers the time of waiting for manual customer service.
For more complex issues or issues that require human intervention, the system will automatically direct customers to a queue of inquiries from a human agent. As you communicate with your customers, your details will also be visible in the sidebar, including their previous inquiries, purchase history, location, and their communication preferences and shopping preferences. This information not only helps agents understand the needs and context of customers more quickly, but also enables them to provide them with personalized service recommendations.
The road to the sea of Chinese mother and baby brand Lute Jiacheng is undoubtedly successful, and what it is really worth learning is the guarantee of the quality of Lute Jiacheng's products, the careful layout of brand marketing, and the digital upgrade of customer service, Lute Jiacheng has proved with its strength that the trend of Chinese mother and baby brands going overseas is getting better and better, and "Made in China" is very popular overseas.
In the future, Wofone Technology will continue to optimize the solutions for maternal and infant brands to go overseas, and continue to help more Chinese local brands reach hundreds of millions of overseas consumers and successfully sail overseas!
Original link: www.udesk.cn/ucm/solution/60223
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