BEIJING, CHINA: Tuhu, a provider of automotive maintenance e-commerce platform in China, join hands with Avaya to deliver next-gen contact centre solutions boosting customer experience in e-commerce industry.

 Avaya’s contact centre solutions have enabled Tuhu to connect two customer service centres located in Shanghai and Wuhu of Anhui Province. Along with Avaya Professional Services, Tuhu has successfully managed to cater its customers during “11.11” shopping festival. The company can scale as demand increases and achieve operational efficiency. Tuhu is able to deliver pre-sales consulting, order confirmations, customer visits and other services in an organized way.

Future Roadmap

Tuhu plans to upgrade the current customerservice platform and deliver an Omni-channel contact centre. The combination of Tuhu’s CRM and ERP systems has filtered the management of its customer relationship, by analyzing the data and dynamic profiles of the customers.

In recent years, the service of Tuhu has increased rapidly. The company provides services across 395 cities in China. As a result of expansion, the demand for customers’ services has multiplied. The festive seasons like “11.11” and “6.18” increases the demand for customer service. To deal with rising demand, partnership with Avaya has been fruitful juncture for the customers.

“We are honoured to assist Tuhu in building the next-generation contact centre, facilitating enhanced customer experience and laying a foundation for continuous growth.  For e-commerce companies in China, customer experience has become the focus of competition.  With leading technologies, global expertise and best local practices, Avaya can provide best of breed customer service management solutions to the burgeoning e-commerce industry of China and help the e-commerce companies enhance competitiveness,” says Chen Wei, Managing Director, Avaya.