Zendesk Helps Dymind Transform Global Customer Service
- Apr 3, 2025
- 4 min read
As businesses expand into international markets, they gain new opportunities—but also face increasing challenges in delivering consistent, high-quality customer experiences across regions. For Dymind, a leading medical technology company headquartered in Shenzhen, global growth demanded more than business expansion. It required a complete transformation of its customer service operations.
Founded in 2013, Dymind specializes in medical devices, diagnostic reagents, and intelligent digital healthcare solutions. Today, the company serves customers in more than 140 countries and regions. As its global footprint continued to grow, Dymind recognized that traditional support processes could no longer keep pace with increasingly diverse customer expectations and rising service complexity.
Working closely with Bricom and Zendesk, Dymind successfully modernized its global customer support operation—delivering faster, more efficient, and more personalized service to customers worldwide.
"Bricom demonstrated solid experience in solving challenges like ours on the Zendesk platform. This wasn't just a short-term solution—it was the beginning of a long-term partnership."
— Head of Dymind's Overseas Team
01 The Challenges of Scaling Global Customer Support
As Dymind expanded internationally, its customer service organization encountered several key challenges.
Scaling Global Operations
Supporting customers across multiple continents required a customer service platform that could scale with the business.
The company needed to deliver 24/7 support across different time zones while meeting stringent data security and compliance requirements in regions such as the United States and the European Union. At the same time, the support model could not rely solely on a limited number of highly trained agents.
Initially, Dymind supported its international business by building and training customer service teams both domestically and overseas. While this approach helped during the early stages of expansion, it became increasingly difficult to scale as the business grew.
Increasingly Complex Customer Requests
As Dymind introduced more advanced medical technologies, customer inquiries evolved beyond basic product troubleshooting and repair requests.
Customers increasingly required technical guidance, product usage assistance, and complex troubleshooting support. Without a centralized service platform, many interactions were difficult to track, leading to delayed responses, missed follow-ups, and greater difficulty in monitoring service quality and meeting SLA commitments.
Managing Multiple Communication Channels
Dymind's overseas support team primarily handled customer inquiries through email while also receiving requests via various instant messaging platforms.
Managing conversations across disconnected channels made it difficult to maintain visibility into customer interactions. One-to-one messaging lacked centralized oversight, increasing the risk of delayed responses and inconsistent service experiences.
In addition, the company needed to strengthen data security, support customers across global time zones, and comply with regulatory requirements in different markets.
02 How Zendesk and Bricom Enabled Smarter Customer Service
To address these challenges, Dymind set out to build a modern customer service platform that could streamline operations, ensure compliance, and deliver consistent service quality across every support channel.
As an official Zendesk Premier Partner, Bricom provided consulting, implementation, and training services tailored to Dymind's business needs. By integrating Zendesk with Dymind's existing systems, Bricom helped optimize workflows, improve data visibility, and create a more efficient support operation.
"Bricom and Zendesk brought the international expertise we lacked and guided us in integrating different customer support channels while standardizing our service processes."
— Head of Dymind's Overseas Team
The overseas team also shared:
"Zendesk's localization capabilities are outstanding. With Bricom's guidance, we're now able to scale our support seamlessly and are confident the platform will continue to grow alongside our business."
Leveraging Zendesk's modern customer service platform, Dymind successfully upgraded its global customer experience—from response speed and service quality to personalized customer support.
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Key Benefits Delivered by Zendesk:
✅ Omnichannel Customer Support
Unified email, messaging, and other communication channels into a single support platform
Centralized customer interactions with complete conversation history and traceability
Achieved approximately 90% business coverage through integrated support channels
✅ Intelligent Service Automation
Automated ticket routing and assignment to improve response times
AI-powered request classification to deliver more personalized customer support
✅ Multilingual and Localized Support
Delivered seamless multilingual customer service for global markets
Built and continuously optimized a centralized knowledge base to support localized operations and improve customer satisfaction
✅ 24/7 Self-Service
Enabled customers to find answers anytime through Zendesk's self-service capabilities
Improved service accessibility while reducing support workload
✅ Enterprise-Grade Security and Compliance
Met international data security standards
Protected customer privacy while supporting compliance with regional regulations
With Zendesk, Dymind redefined the way it manages global customer service.
Regardless of how customers choose to reach out, every interaction is captured, tracked, and managed through a unified platform—ensuring consistent processes, greater operational visibility, and improved service outcomes.
Today, Dymind manages customer support for Europe, the Middle East, Latin America, and Asia-Pacific through a single Zendesk workspace, enabling efficient service delivery across regions and time zones.
03 Looking Ahead
Dymind plans to further integrate Zendesk with additional internal business systems while introducing AI capabilities and voice assistants in 2026 to further improve operational efficiency and customer satisfaction.
The success of this partnership demonstrates how Zendesk helps organizations modernize global customer service and accelerate digital transformation. It also highlights Bricom's expertise in enabling enterprises to scale internationally with secure, efficient, and customer-centric service operations.
As more organizations expand into global markets, Bricom will continue working alongside customers to deliver innovative customer experience solutions that support sustainable business growth worldwide.
Beijing Bridge Communication Co., Ltd (Bricom) is an AWS Partner Network (APN) Partner and a Zendesk Premier Partner. Bricom empowers enterprises in China and around the world to achieve digital transformation and continuous innovation, providing implementation capabilities for Amazon Connect and Zendesk, as well as lifecycle management services for Contact Center as a Service (CCaaS).
We offer one-stop integrated solutions for customer interaction data, effectively addressing data silo issues and facilitating the seamless deployment of AI applications for enterprises. By building a unified customer data platform, we realize omnichannel data aggregation and intelligent routing, empowering contact centers to deliver seamless service experiences and fully unlock the value of AI.
Wechat Official Account: Bricom普利康姆 |
Wechat Channel: Bricom普利康姆 |
