Turning customers into fans
Founded in 2010, Xiaomi Corporation is a tech company headquartered in Beijing, China that produces smartphones, smart hardware and the world’s leading consumer Artificial Intelligence of Things platform with over 325 million connected smart devices. Today, Xiaomi serves customers in over 70 countries across 17 locations, covering 23 different markets. The company ranks second in the world in smartphone device sales with over 17% of market share.
When Xiaomi commenced providing customer support outside China, it faced the challenge of building an agile, global contact centre infrastructure — and a remote workforce capability to manage it. Its unique requirements included multilingual language capabilities, flexibility to accommodate differing compliance and privacy regulations, and an operations environment to support distinctive local characteristics.
Xiaomi is in the business of technology solutions, but its service team understands how essential customers are for its success.