No standardized collection, integration and management practices have been established for global consumption data, and data from multiple sources is fragmented and in inconsistent formats, forming data islands.

Due to irregular data governance, it is difficult to build comprehensive and accurate user portraits, and personalized services and accurate push capabilities are insufficient.

Only focusing on the "one-time purchase" scenario, lack of insight into users' long-term needs and operation, and cannot promote the transformation of "lifetime value co-creation".

Hardware product iteration cycle is short, 5G, AI and other new technology applications quickly penetrate the market, the pace of user access to new products accelerated.

The after-sales technical team does not update the technical understanding and fault handling capability of the new product in time, and it is difficult to respond quickly to the technical problems of the new product.

The customer service knowledge base lags behind in the inclusion and iteration of new product functions and typical questions, and customer service personnel are unable to provide users with new product-related advice and answers in a timely manner.

Smart home, high-end digital equipment function integration, integration of multi-field technology, structure and technical logic complex.

The user's professional requirements for technical support have been significantly improved, not only to deal with basic failures, but also to involve deep operations such as system debugging and multi-device linkage.

The traditional customer service team lacks cross-domain technical reserves, training and skills update lag, and it is difficult to cope with the fault diagnosis and system debugging requirements of complex equipment.

The variety of languages in overseas markets, the lack of professional translation resources and the lack of multilingual communication skills of the customer service team lead to obstacles in service communication with users of different languages.

Overseas local compound talents who understand both technology and local culture are scarce, and recruitment is difficult. At the same time, talent training and retention are also facing challenges.

There are large differences in time zones in different regions, and there is a lack of efficient cross-time zone service collaboration and scheduling mechanism, which makes it impossible to respond to users' consultation and troubleshooting needs for new products and services in a timely manner.