How BigSeller Scaled Customer Support with SaleSmartly to Lead Southeast Asia's E-commerce Surge

BigSeller is a leading ERP solutions provider focused on Southeast Asia’s booming e-commerce market, empowering local sellers in Thailand, Malaysia, Indonesia, the Philippines, and Singapore with intelligent tools to automate operations. Its core platform streamlines critical workflows from order management and real-time inventory sync to cross-channel sales, helping merchants scale efficiently while driving rapid business growth.

As the region’s digital economy expands exponentially, BigSeller’s client base has surged, bringing sharper demands: lightning-fast response times, omnichannel customer support, and flawless cross-team collaboration. To meet these evolving needs, BigSeller continuously innovates its tech stack, offering sellers a unified multi-platform solution that centralizes store management across marketplaces.

Next, we will explore how BigSeller partnered with SaleSmartly, an omnichannel customer engagement platform, to shatter the constraints of traditional customer service and unlock a new era of digital-first client management.

The Challenge: Fragmented Systems, Compliance Hurdles

1. Cross-Border Collaboration Breakdowns

• Secure tunnel Reliance & Account Bans: Local teams relied on LINE and Facebook, but China-based support faced constant secure tunnel instability and account suspensions due to regional restrictions.
• Broken Workflows: When the Thai team requires technical support from China, workflow disruptions occur due to account authentication and tool access limitations.

2. CRM Gaps in Social Media Management

• Risky Personal Accounts: Employees used private profiles, risking data loss during staff turnover.
• No Visibility: Missing metrics on response times, unresolved queries, or agent performance.
• Scattered Data: Customer interactions across LINE, Facebook, and WhatsApp were siloed and untracked.

Choosing SaleSmartly: Efficient Response & Seamless Execution

BigSeller selected SaleSmartly as its customer service management platform based on two pillars: unmatched operational responsiveness and end-to-end demand execution. 

• Lightning-Fast Localized Support:

SaleSmartly’s dedicated WeChat support groups offer “multi-agent-to-one-client” real-time assistance, ensuring urgent issues from global teams are resolved instantly with no-nonsense responses. Unlike overseas tools plagued by ghosting agents and endless feedback loops, SaleSmartly’s sub-second response times eliminate bottlenecks, letting teams focus on growth.

• Turning Promises into Reality:

SaleSmartly listens and delivers. Critical feature requests (e.g., compliance fixes, platform integrations) are fast-tracked to resolve business-critical issues within days, not months. The team maintains full transparency for complex, long-term needs, providing regular updates and refining solutions until they perfectly align with client workflows.

Results: Efficiency → Growth

1. Omnichannel Inbox & Real-Time Response

• Key Features: Unified integration with LINE, Facebook, WhatsApp, TikTok, and more. Automated message routing based on priority or agent expertise.
• Business Impact: By centralizing Southeast Asia’s top social platforms into a single SaleSmartly dashboard, BigSeller now manages all customer interactions in one place. This eliminates app-switching chaos, slashes response times, and ensures no query slips through the cracks, even during peak sales seasons.

2. Proactive Revenue Drivers

• Key Features: Bulk broadcast messaging + AI-powered customer segmentation
• Business Impact: SaleSmartly’s campaign tools let BigSeller blast targeted promotions (e.g., flash sales, new launches) to high-intent audiences. Behavioral tags enable laser-focused outreach. For example, send exclusive discounts to users who browsed specific product categories. Prioritize new product alerts to customers with a history of rapid purchases.

3. Data-Driven Efficiency Boost

• Key Features: Automated report + agent performance analytics
• Business Impact: By leveraging real-time analytics, BigSeller swiftly pinpoints recurring customer service pain points and conducts deep dives into agent response quality, tracking metrics like resolution time and customer satisfaction. These insights empower teams to prioritize high-impact fixes, driving data-driven refinements to products, policies, and support workflows.

4. Seamless CRM Integration

• Key Features: CRM tag synchronization + bulk customer group management
• Business Impact: Syncing SaleSmartly with BigSeller’s CRM enables granular segmentation (e.g., “Discount-Sensitive Buyers,” “Post-Purchase Support Needed”). Teams now execute precision follow-ups and retarget inactive users with tailored win-back offers. Routed technical queries to specialized agents based on issue type.

Conclusion

By adopting SaleSmartly, BigSeller successfully addressed multi-channel customer management challenges and laid a solid foundation for future AI-powered customer service solutions. This partnership showcases how advanced SaaS tools can elevate enterprise customer service capabilities.

SaleSmartly remains committed to providing cutting-edge customer management solutions for forward-thinking businesses like BigSeller, driving the digital transformation of Southeast Asian e-commerce.