Ezviz: Customer Support for a Smart Home Brand from China
Why local support matters for a Chinese brand in Europe
Chinese consumer brands expanding into Europe bring competitive products and mature central operations. What they often need to add is local-language service and a working knowledge of European customer expectations.
Ezviz sells across Europe through its own online store and leading marketplaces. Customers install and configure the devices themselves, so responsive after-sales support in the local language has a direct effect on reviews, return rates and repeat purchases.
What makes this partnership different
A review-driven market
Polish shoppers compare specifications closely and share their experience publicly. An unresolved setup issue can quickly become a return request or a negative marketplace review.
Devices customers install themselves
Cameras, doorbells and smart locks are set up at home, so pairing, network and app questions need agents who know the product range in detail.
Headquarters in China
Processes, escalation rules and product decisions are set in China, while Polish customers expect native-language service within local business hours.
The client’s own platforms
Support had to run inside Ezviz’s CC Portal and BOSS system, with no change to the client’s tooling or workflows.
Our approach
Simply Contact set up a Polish team that works to the processes defined by Ezviz:
Native Polish team
A dedicated Poland-based team handles every call in Polish and knows local buying habits, consumer rights and communication norms.
Any language by email
The same team answers emails in any language with Simply AI Translation, so coverage extends beyond Polish without a separate language team.
Product-trained agents
Agents are trained on the full Ezviz device range and app, from pairing and network configuration to cloud storage and firmware updates.
Inside the client’s systems
The team works directly in Ezviz’s CC Portal and BOSS system, so the client’s team sees every ticket, case history and recurring product issue.
Clear escalation to China
Hardware faults, warranty decisions and cases that need engineering input go to Ezviz’s central teams in China through an agreed path.
GDPR-compliant operations
All customer data is processed in the EU under Simply Contact’s information security and data protection framework.
Steady quality, full visibility
Average Answer Rate: 95% target met or exceeded in 5 of 9 months
Average CSAT: 95% target met in 5 of 9 months
Minimum held every month on both answer rate and CSAT
Calls handled in Polish; emails in any language via AI Translation
- Average answer rate of 94.6% and average CSAT of 94.2%, against a 95% target met in five of nine months on each metric.
- Neither metric fell below the 85% minimum in any month. The lowest monthly results were 86.69% for answer rate and 87.23% for CSAT.
- Polish customers are served locally by phone and email, while every case stays visible to the team in China in Ezviz’s own systems.
- Capacity is planned ahead of product launches and seasonal sales, with Tickets per Day tracked to keep backlogs from building.
Ready for results like these?
Tell us about your support operation and we'll put together a tailored proposal within 48 hours.
Get a proposal
