How NihaoJewelry increased customer response time by 50% using Bird CRM

20+

WhatsApp Business accounts

200

Countries and regions worldwide

50%

Increased response time

NihaoJewelry is an online wholesale fashion jewelry company based in Hangzhou, China. Established in 2013, the company has become a global player in the wholesale jewelry market, with large warehouses in China and Mexico.

• RegionAPAC
• ChannelsEmail

As NihaoJewelry set out to reach its customers more effectively, it encountered a series of obstacles. Jane Xu, the Business Operation Manager at NihaoJewelry, outlined three main concerns that led them to seek a new solution:

• High costs associated with managing multiple vendors for different messaging channels (WhatsApp Business API, SMS, and email)
• Low customer engagement rates
• Inefficient syncing of meaningful data from customer conversations

"Prior to onboarding Bird, we struggled with customer engagement," Xu explained. "Most of our global customers don't use email, and our sales team had difficulty reaching them from Chinese phone numbers."

In an attempt to improve customer communication and increase personalized engagement, NihaoJewelry registered 20 separate WhatsApp business accounts and allocated them to individual sales representatives. However, managing 20 individual WhatsApp business accounts proved unwieldy.

"We were keen to use more chat apps and social media to contact our customers," Jane continued, "But we were exhausted from managing all the channels from different vendors."

The company first explored solutions from local Chinese vendors offering omnichannel marketing platforms. However, these options either lacked the range of channels NihaoJewelry needed or didn't provide the necessary automation features.

After careful consideration, NihaoJewelry chose Bird CRM to address communication challenges.

Jane cited several key reasons for NihaoJewelry's decision:

• User-friendly interface: "We don't need to rely on engineers to write code for every single campaign," said Xu, pointing to how easy it is for NihaoJewelry team members to create message templates with Bird.
• Unified, omnichannel platform: Instead of paying for Live Chat, email, and WhatsApp from different vendors, NihaoJewelry manages all of its channels with Bird.
• Automation capabilities: "We can leverage Flow to send notifications to our customers and allocate the inbound requests automatically to specific sales associates responsible for the customer," said Xu.
• WhatsApp Business API integration: Instead of managing 20-plus WhatsApp Business accounts in parallel, NihaoJewelry can use the WhatsApp Business API through Bird.

The implementation process, while complex due to the need to sync data from NihaoJewelry's homegrown CRM/CDP, was relatively smooth, thanks to the Bird team's problem-solving skills.

NihaoJewelry now allocates customer inbound tickets to its sales team (inbox agents) by syncing customer identifiers via API. This API integration automatically matches incoming customer data (such as email addresses, phone numbers, or unique customer IDs) with NihaoJewelry's existing customer records, then routes inquiries to the most appropriate sales representative based on factors like purchase history, language preference, or product specialization.

Sales representatives then use Bird to communicate with customers individually, and Bird sends key conversation data back to NihaoJewelry's home-grown CDP. This integration syncs all customer interactions to a comprehensive customer profile, enabling more personalized service in future interactions.

The company receives customer requests via its preferred channels, including Bird's Chat Widget, WhatsApp Business API, Email, and Facebook Messenger.

All incoming messages, regardless of the originating platform, are consolidated in Bird's unified Inbox. This allows NihaoJewelry's team to manage all customer interactions from a single interface, ensuring consistent service quality and faster response times.

The system also provides context for each conversation, including the customer's history and preferences, enabling more personalized and effective communication.

The implementation of Bird CRM has led to significant improvements in NihaoJewelry's customer engagement and operational efficiency. The company has reported impressive results:

"Thanks to Bird's professional service, we were able to implement our solution rapidly. By doing this, we improved customer response time by 50% and NPS by 33%."

But the impact of Bird's solution extends beyond just metrics:

• Improved business efficiency: Thanks to the time saved from Bird's Flows, the NihaoJewelry team has improved overall operational efficiency.
• Streamlined customer experience: Customers enjoy a more seamless chat experience, as the NihaoJewelry team is able to meet them where they are, regardless of which channel they use to contact the company.
• Empowered sales team: With Bird handling the communication logistics, the sales team can focus more on business skills and product knowledge instead of handling WhatsApp accounts and matching customer data to the right profiles.

Looking to the future, NihaoJewelry plans to expand its use of Bird's platform. "We will try to install more channels if Bird is ready," Xu shared, describing Bird's service to date as responsive and professional.

Nihaojewelry's 10-year journey in the wholesale fashion jewelry business has garnered positive feedback from customers. Known for its extensive product range, Nihaojewelry offers over 300,000 high-quality fashion items made in China, with more than 1,000 new products added daily, allowing customers to find a diverse selection on a single platform. With no minimum order quantity (MOQ), all products are available at wholesale prices, enabling customers to achieve significant profit margins. Nihaojewelry also provides strong delivery and customs support, covering nearly all countries and regions and offering multiple logistics options to reduce costs. Their competitive factory-direct prices further empower customers to maximize their profits, making Nihaojewelry a preferred choice for fashion jewelry wholesalers worldwide.

Bird is an AI-first CRM for marketing, services, and payments.

Our mission is to create a world where communicating with a business is as easy as talking with a friend. We power communication between businesses and their customers—across any channel, always with the right context, and on every corner of the planet. If you've ever ordered takeaway, returned a package, contacted customer service, or requested a login code, it's almost guaranteed your interactions have been powered by Bird's technology.

Our platform, our applications, and our APIs help businesses streamline conversations through their customers' preferred channels—like WhatsApp, Email, SMS, Voice, WeChat, Messenger, Instagram - and build powerful and engaging experiences. Bird's out-of-the-box functionality and omnichannel expertise tip the scales for knowledge workers and help them be productive right away, with tools to build great marketing campaigns, customer service experiences, or automated business processes.

Headquartered in Amsterdam, Bird processes over 6.5 trillion interactions for 50,000+ customers, including Google, Facebook, and Uber.

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