For overseas brands entering the Chinese market, customer service plays a critical role in turning marketing efforts into actual sales.
Chinese customers expect fast and clear responses. Timely and professional communication helps build trust and move prospects toward a purchasing decision.
Nanjing Marketing Group has a native Chinese-speaking customer service team that provides efficient and culturally fluent support at key decision-making moments—helping you turn inquiries into sales leads or orders.
Lead Qualification for B2B Sales Processes
In the Chinese market, B2B customers want to connect with a real human quickly.
We find that adding real-time chat functionality to a landing page increases conversion rates by 200–300%.
So we will help you manage front-end inquiries by answering rapidly to identify high-value prospects and move them on to the next step with your sales team.
What we provide:
- Configuration of communication channels (Baidu, WeChat, Rednote, and more)
- Customer support between 9:00–17:00 (Monday to Friday)
- High-intent lead screening and clarification of customer needs
- Lead organization and feedback reporting
Examples of what we do and don’t do for a real B2B campaign:
✅ Rapid responses to questions about recovering debt owed by international businesses.
❌ The hour-long consultation with a lawyer to better understand the legal case and present a proposal.
Full Customer Service for Online Products
For online products that require fast, reliable customer support (but do not require a detailed sales consultation), we provide complete day-to-day customer service management.
This is ideal for digital products, SaaS tools, registrations, or standardized online services where customers primarily need quick answers, clarification on processes, or technical guidance before purchasing.
Our team handles inquiries across your key channels, ensures timely responses, and supports customers through the purchasing process—helping improve conversion rates while maintaining a professional brand image in the Chinese market.
Education Consultation
For schools, we have an internal sales team that provides the functions of a traditional agent or admissions staff member.
At Nanjing Marketing Group, our experienced education consultants communicate with students and parents on your behalf, helping make the enrollment process smoother and more efficient.
When a traditional agent meets a student interested in your school, they will typically recommend that the student apply to two or three other schools. However, we will focus solely on having the student apply to your school.
What we provide:
- Admissions inquiry handling
- Parent communication support
- Student screening
- Initial review of application materials
- Enrollment follow-up
AI-Powered Consultation Support
When inquiry volumes are high or coverage is needed across different time zones, AI can serve as an efficient first-line 24/7 support tool.
AI can now also be deployed for Baidu live chat, acting as the first point of contact for
- incoming inquiries.
- answering frequently asked questions,
- identifying customer needs, and
- transferring high-intent prospects to the human team for follow-up.
All of this ensures that every inquiry receives a timely response and reduces the risk of lost leads.
Through intelligent engagement and structured information collection, users receive faster responses while businesses improve overall efficiency and conversion performance.
Still, between 9:00 and 17:00, responses are monitored by a human.
Examples of what we do and don’t do for AI-powered support:
✅ Provide 24/7 automated responses to common questions, collect structured information, and pre-qualify leads before transferring them to your team.
❌ Replace in-depth human discussions for complex negotiations, legal matters, or final sales decisions.
Lean Teams
Your customer service representative won’t be outsourced; they are part of the same small, lean team that handles your marketing and sales.
What we learn from customer interactions becomes “feedback” for you, which is then used to improve your marketing strategy.
The data we collect from customer interactions is analyzed and then used to improve your service strategy.
Case Study: Lizenzero
Full customer support for online B2B product
Lizenzero provides German Packaging Act registration services for sellers exporting goods to Germany. When the regulation first came into effect, many Chinese cross-border sellers had a limited understanding of the registration requirements, procedures, and compliance risks.
To successfully enter the Chinese market, Lizenzero partnered with Nanjing Marketing Group to launch Chinese-language customer service alongside its marketing efforts.
Strategy
Lizenzero was already using Zendesk for its customer service system. In addition to the existing website inquiry channel, we introduced phone and WeChat communication channels and integrated Zendesk with the Official WeChat account. This allowed:
- Chinese customers to contact support directly via WeChat,
- all inquiries to be centralized within Lizenzero’s backend system, and
- the German team to manage and follow up efficiently.
Because the service involves legal compliance, sellers typically need clarification on pricing, regulatory details, potential risks, and required documentation before placing an order. Our native Chinese-speaking support team provided clear explanations, addressed customer needs, and built trust throughout the process.
During peak seasons, we handled close to 1,000 inquiries per quarter.
Results:
- Became the first German Packaging Act registration agency offering free Chinese-language customer support
- Established strong brand trust among Chinese cross-border sellers
- Achieved steady monthly order growth
Case Study: Saint Mary’s School
Education consultation & enrollment support
Saint Mary’s School is one of the oldest girls’ boarding schools in the United States. In late 2022, the school aimed to build brand awareness in China and attract more Chinese students. They partnered with Nanjing Marketing Group to launch China marketing and education consultation support.
Strategy
In the Chinese market, parents and students typically require multiple rounds of communication before making enrollment decisions. In addition to content marketing, we focused on education consulting and handling WeChat inquiries. We also
- built initial brand awareness on Rednote,
- managed inquiries through WeChat;
- provided Chinese-language consultation by experienced study-abroad advisors on curriculum, application procedures, and admission requirements, and
- maintained ongoing communication with parents and followed up on applications.
In the early stages, we helped families clearly understand the school’s strengths and admission criteria, and identify well-matched candidates.
Results:
- Inquiries within the first four months: 185
- Applications from Chinese students in 2024: 19
- Clearly qualified prospective students in 2025: 10
- Total number of Chinese students successfully enrolled: 7
Case Study: CIS DRS
AI + B2B lead qualification
CIS DRS is an international debt collection agency. In 2023, the company entered the Chinese market and partnered with Nanjing Marketing Group to manage marketing and lead qualification.
Strategy
Building on Baidu advertising and content development, we established a combined AI+ human qualification system to manage incoming inquiries. To achieve this, we
- deployed a customer service AI agent that has handled 400+ inquiries,
- automated responses to common questions and structure complex inquiries before transferring them to human representatives,
- provided 24/7 customer support,
- conducted follow-up communication via phone and WeChat, and
- qualified B2B leads according to client standards.
After the AI handles the initial inquiry, our team follows up via WeChat or phone to discuss the details, confirm the case size and debt type, and ensure that only qualified leads are passed to headquarters.
Results:
- Total inquiries: 800+
- High-quality B2B leads meeting strict qualification standards: 139
- ROI (including advertising and service fees) : 395%
By combining intelligent pre-screening with human follow-up and qualification, CIS DRS can focus its resources on valuable commercial opportunities.
Customer Support Service FAQ
There’s no need to worry.
Nanjing Marketing Group has a bilingual customer support and consultation team that understands both Chinese market expectations and Western business communication standards. We can represent your company in day-to-day communication with Chinese clients, handle inquiries, clarify needs, and coordinate smoothly with your overseas team.
Even without local Chinese staff, you can establish a stable and professional customer support system.
If they are available to respond to leads within 60 seconds, we recommend that they do this.
If you already have a Chinese-speaking salesperson, our role is to improve efficiency.
We handle front-end inquiry intake and initial qualification, then pass along well-matched, structured leads to your sales team. This reduces time spent on repetitive communication and minimizes the impact of time zone differences.
Your sales team can focus on closing deals—we make sure they are speaking with the right prospects.
During working hours, we aim to respond to new inquiries from WeChat, email, or ticketing systems as promptly as possible.
Response times may vary depending on inquiry volume, question complexity, and the agreed service scope. For urgent matters, we can establish a priority handling mechanism if needed.
When combined with an AI system, AI can provide 24/7 instant engagement, gather initial information, and transfer qualified inquiries to our human team for follow-up.
Yes.
For brands with a high volume of inquiries, we typically recommend combining AI and human support. AI handles initial engagement and basic qualification, while the human team manages follow-up communication and conversion.
This approach improves efficiency without compromising quality.
We primarily learn from the product materials, FAQs, and internal documentation you provide.
At the beginning of the collaboration, if we encounter complex or uncertain questions, we communicate with your team to ensure accurate responses. Over time, as we handle more inquiries, we become increasingly familiar with product details, common use cases, and key customer concerns.
With long-term cooperation, our team builds experience and responds more efficiently and confidently.
Our core customer service managers and account managers have experience serving overseas clients across multiple verticals, including technology, manufacturing, education, and professional services.
When building your project team, we prioritize assigning members with relevant industry knowledge or experience. For highly specialized fields, we also support regular training sessions with your experts to ensure continued alignment.
Contact Us for a Free Consultation
We’ll identify the potential obstacles hindering your expansion in China, and we’ll recommend the best course of action based on your individual needs.
If you think we’re a good fit, you’ll receive a proposal for services within a week.