Customer Service System
Use our customer service platform to keep end-users happy and loyal.
What is Customer Service System?
When using the Tuya Smart app, Smart Life app, or your company's OEM app or customized app, your end-users may submit help tickets, after-sales service requests, comments, or suggestions. We offer three levels of support: Standard Edition, Pro Edition, and App Consumer Feedback Hosting Service (hereinafter referred to as "Hosting Service").
Standard Edition
Use the standard edition if you don't have many current users of your app or products and the amount of feedback from end-users is small. Every day, a Tuya service person can handle all user feedback.
Pro Edition
Use this if you have many app or product users and the amount of feedback from end-users is large enough to require many customer service reps every day.
Hosting service
Use this when your company expects to provide professional customer service to end-users but is having issues such as lack of time, high cost, or unprofessional service.
Benefits
Standard Edition
Directly from our Smart Developer Platform at https://iot.tuya.com/, you can subscribe to user feedback by email, set up auto-reply templates, quickly query user and device information, communicate directly with users, and quickly resolve feedback to improve your after-sales service capabilities substantially.
Pro Edition
Conveniently view device information and user information to quickly locate issues, quickly and regularly obtain gateway logs, allocate user issues into automated request buckets, and integrate with multiple channels and apps. You'll enhance your ability to handle user issues conveniently and efficiently.
Hosting service
Our professional technical service team handles user issues in a timely and efficient manner, significantly improving user experience and saving your money on in-house service costs. We also provide regular analytics reports to help you get to know users better and optimize products.
How it works
Application Scenario
Brand owners, integrators, and customers in the field of real estate and home decoration
Use our customer service platform to respond to end-users' inquiries, provide after-sales service and support, maintain a high level of user satisfaction, and maintain user loyalty. Moreover, get to know the issues of the product and the control terminal, collect user opinions and suggestions, clearly understand user preferences, scenarios, and optimization requirements of product functions. Then, continuously improve and optimize the product and control terminal to ensure and maintain your competitiveness.
Manufacturers, solution providers, and other customers
Use our customer service platform to directly participate in the handling and communication of user issues, fully understand product issues, collect user opinions and suggestions, and clearly understand user preferences, scenarios, and optimization requirements of product functions. Then, optimize the product to ensure your competitiveness.
Features
Standard Edition
View and reply the user feedback, and query user information, devices, and usage.
Pro Edition
View and reply the user feedback, query user information, devices and usage, and also manage sub-accounts, account roles, customer service groups, and allocation rules.
Hosting service
Professional customer service system, efficient technical service team, global multi-regional multilingual 24/7 service, and regular analysis reports.
Pricing
With the “Standard Edition”, you can view user feedback and device and application information in the IoT Platform, and reply in real-time. Currently, the IoT Platform provides a single customer service agent with multiple account authorizations. You do not need to pay additional fees. If you find you need more agents in the future, you add more customer service agents for a monthly fee.
With the “Pro Edition”, your team can enjoy an exclusive customer service software console and outsource the customer service without granting access to your IoT Platform to third parties. The Pro Edition supports multiple agents. You only need to pay according to the length of time used and the number of agents required. If you need to customize the domain name and software logo, you need to upgrade to the OEM customer service system.
| Item | Fees | Service | |
|---|---|---|---|
| Software license fee | USD $7,500 | Provides the license to use the Operations Platform; Provides the functions of the delivered version and subsequent iterations. | Activate Now |
| Service support expert activation fee | USD $1,500 | Activates service support (one expert per account) for 10 sub-accounts. | Activate Now |
| Product OEM fee | USD $1,500 | Provides the domain name of the Operations Platform and a custom software logo. | Activate Now |
With the "Hosting Service", you can entrust consumer feedback to the platform's service support experts without the additional cost of building a dedicated customer service team for smart products. We will provide professional service solutions and service reports for you.
300 pieces of feedback
500 pieces of feedback
1,000 pieces of feedback
Valid for 2 years, USD $820, Handle 300 pieces of feedback on your app. Get feedback reports.
Activate Now
Valid for 2 years, USD $1,300, Handle 500 pieces of feedback on your app. Get feedback reports.
Activate Now
Valid for 2 years, USD $2,400, Handle 1,000 pieces of feedback on your app. Get feedback reports.
Activate Now
Language
English