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While many OEM factories still struggle with delayed deliveries and poor after-sales service, KAISON has turned customer service into a competitive moat: standard products shipped within 48 hours, a 98% on-time delivery rate, video-guided installation, and proactive follow-ups.
Leveraging the supporting advantages of Cixi’s home-appliance cluster, KAISON keeps safety stock of core components, so standard ice machines ship within 48 hours of order confirmation — a speed backed by a 20,000 m² factory and its ISO 9001 system. For customized orders, the on-time delivery rate for regular products stays steadily above 98%.
Traditional after-sales relies on local service networks that respond slowly across borders. KAISON introduced video-guided installation and troubleshooting: customers start a video call via WeChat or WhatsApp, and engineers give remote step-by-step guidance. The model already serves more than 30 brands and over 10 cross-border platforms across Southeast Asia, the Middle East and North America.
All products carry FCC, CE and RoHS certifications, and core components undergo rigorous testing. KAISON also runs a proactive follow-up mechanism — on the 7th, 30th and 90th day after delivery, specialists contact customers to check operating status and advise on maintenance. “We are not selling just a machine, we are selling an ice-making solution,” says the head of customer service. “48-hour dispatch is our efficiency baseline, 98% on-time delivery is our commitment, and video guidance plus proactive follow-ups and lifelong technical support is what truly makes customers worry-free.”
