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Customer Service & CRM

Multilingual Customer Support — Tmall Global

Multilingual Customer Support, delivered by Tmall Global specialists.

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Multilingual Customer Support for Tmall Global, done properly.

Email, chat and phone support in your customers’ languages. Our team works on Tmall Global every day, follows its policies, fees and best practices, and connects the work to your other channels.

All Tmall Global services

What’s included

  • Tone-of-voice and policy guide for Multilingual Customer Support
  • Macros and templates
  • Agreed response times
  • Escalation rules
  • Monthly support report
  • Improvement suggestions from customer feedback

How it works

  1. Learn

    Products, policies and tone of voice.

  2. Set up

    Helpdesk, macros and escalation rules.

  3. Respond

    Messages answered within agreed times.

  4. Escalate

    Complex cases passed to you with a summary.

  5. Report

    Volumes, topics and satisfaction each month.

Pricing

Prices exclude VAT. Prices shown in GBP. Base prices are set in GBP and USD; other currencies are indicative and converted at current rates.

Other services for Tmall Global

Multilingual Customer Support on other channels

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Frequently asked questions

Which languages do you support?

All the languages we publish this site in, from English, Spanish and German to Arabic, Japanese and Swahili, with native or fluent speakers.

What hours do you cover?

Standard cover is business hours in your main market; extended and weekend cover is available.

Can you handle Multilingual Customer Support on Tmall Global?

Yes. We work inside the Tmall Global messaging system and follow its response-time rules.

Do you use my helpdesk or yours?

Either. We can work in your Gorgias, Zendesk or marketplace inbox, or set one up for you.

Get in touch

Hi! We’d love to hear from you.

Ready to grow on Tmall Global? Get in touch.

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