Dymind

Realizing the need for scalability

As Dymind grew internationally, it needed a scalable customer support solution that ensured 24/7 service and robust data security that was compliant with US and EU standards–one that was not reliant on a few well-trained agents.

“In the beginning, we decided against setting up an overseas customer services center,” explains Wu. For international operations, Dymind trained a team of agents based both inside and outside of Mainland China to provide customer service.

“We hired employees to offer localized services. By providing them with support services and training, they could offer product consultations and after-sales support to our customers.,” explains Wu.

The challenges of international expansion

As Dymind added more breakthrough, high-end products and expanded globally, it soon realized that this approach could no longer  meet the increasingly complex needs of its diverse customer base.“Solely relying on our global customer service representatives was no longer sufficient to deal with the new challenges of selling our products overseas,” Wu acknowledges.

Most queries were no longer about simple product malfunctions or repairs that an agent could resolve by logging the issue and sending the necessary parts. Customers often just needed troubleshooting assistance or guidance on how to use a product. These were issues that agents could typically resolve without needing to log them into the system. “Inquiries were slipping through the cracks, resulting in delayed or missed responses. And it became increasingly more difficult to monitor our services and meet our SLAs,” says Wu.

Another challenge was providing the same level of service across channels. “Our overseas team mainly receives inquiries via email, which our agents could log manually,” Wu explains. “But they would also receive inquiries from instant messaging, which added complexity. We couldn’t monitor one-on-one chats, which led to delays and potential complaints.”

Apart from maintaining its SLAs, Dymind also wanted to strengthen its data security  and provide 24/7 service across different time zones to better serve customers in different countries and comply with their regulations.

To address these concerns, Dymind sought a platform that could  streamline operations, ensure compliance, and maintain consistent quality across channels and markets.

Shaping the partnership for global service

Dymind required a supplier with overseas experience to solve for its overseas growth challenges. It partnered with Bricom, a communications solution company that provides voice interaction, overall cabling solutions, and high-quality contact center services for multinational and domestic companies. With Bricom’s guidance, Dymind ultimately selected Zendesk - a provider that could offer a sustainable and future-proof solution to its problems.

“Choosing a customer service platform is not a short-term decision. It needs to be a long-term partnership that will grow with our entire overseas business in the future, while still resolving the service issues we are facing now,” says Wu. “Bricom demonstrated solid experience solving similar challenges to ours within the Zendesk platform.”

A key factor in Dymind’s decision was Zendesk’s ability to address data security concerns. It needed a solution provider that could easily navigate complex international compliance and governance requirements and had robust encryption capabilities to meet different customer data and privacy protection laws. ” “Bricom and Zendesk brought a lot of overseas experience that we lacked and also offered us a lot of guidance on how to integrate our different support channels and standardize our service,” Wu emphasizes.

In its pilot stage, Dymind plans to leverage Zendesk for its overseas agents. With 90 percent of its testing completed thus far, the solution is set to go live in March. Stage two will involve integrating Zendesk with the company’s domestic configuration management system so that all customer interactions happen via a single unified platform.

Streamlining service through optimization

With Zendesk, Dymind has redefined how its customer service operations are managed globally. The priority was integrating Dymind’s different customer query channels, including email and instant messaging services, into one cohesive system. “The solution will cover about 90 percent of our business channels. Regardless of whether a customer contacts the company through email or messaging platforms, Zendesk ensures all inquiries are captured and tracked. This provides us with unmatched visibility and access,” Wu explains. “It enables us to monitor the entire service process, ensuring that nothing is overlooked, the process is controllable, and the results are optimal.”

Beyond capturing and monitoring tickets, Zendesk enables Dymind’s agents to document and manage customer complaints and repair reports effortlessly. “If a malfunction occurs while using our products overseas, a customer may file a repair ticket. This has to be reported to our manufacturer, so we can create and track the tickets connected to our manufacturers in Zendesk too,” shares Wu. With Zendesk, all this information will be readily available to both the customer service team and internal technical teams, enabling a more collaborative approach to ticket resolution.

Multilingual support across all time zones

Dymind also consolidated its service operations across regions in Zendesk. “We have been able to collate all our regions—Europe, Middle East, Latin America, and Asia Pacific—onto a single view on Zendesk,” Wu elaborates. “This centralized visibility enhances ticket allocation and supervision, ensuring that we can address customer issues within the working hours of their respective time zones.”

This move is likely to lead to a boost in efficiency according to Wu. “In the past, we had one person provide end-to-end service to our country representatives. Having visibility across the board will help us manage customer complaints faster.”

Localization capabilities will further strengthen Dymind’s operations. “Communicating in English isn’t enough to serve our overseas customers. Many prefer to use their local language,” Wu notes. Dymind intends to build its knowledge base and implement it in multiple languages with Zendesk AI’s support. This multilingual approach is central to expanding Dymind’s service accessibility and delivering consistent customer experiences.

Expanding digital transformation

Looking ahead, Dymind plans to deepen its digital transformation by integrating Zendesk with its broader ecosystem. “This includes our domestic system, manufacturing execution system (MES), enterprise resource planning (ERP), office automation (OA) systems, and the banking system,” Wu explains. “The integration will enable agents to access comprehensive customer and product information, further increasing efficiency and streamlining workflows.”

The company also plans to enhance customer support capabilities with self service options. “By 2026, we plan to introduce AI and voice assistance through Zendesk. Customers anywhere in the world will be able to get this assistance by scanning the QR code on our products,” Wu shares. “Doing this will drastically increase our efficiency.”