Unleash the Power of Customer Service Messaging on Xiaohongshu

In China’s dynamic consumer market, purchasing decisions extend beyond pricing and product quality. Today’s consumers, especially Gen Z, are increasingly looking for emotional connections and engaging experiences throughout their shopping journey. They actively compare products, seek peer recommendations, and initiate direct interactions with brands before finalizing a purchase.

While authenticity is highly valued, Xiaohongshu (RedNotes) has become a key platform for brands aiming to foster trust and engagement. A striking 90% of posts on XHS are organic user-generated content (UGC), with over 61% of users actively seeking authentic consumer experiences before making a purchase. Private messaging exemplifies this trend, as XHS data reveals a remarkable 77% YoY increase in private message inquiries in 2024. Consequently, XHS has evolved into a premier platform for personalized engagement with 55% of businesses increasing their investment in customer service messaging.

How Can Brands Keep Consumers Engaged?

• Before Purchase: Create soft-selling content that sparks interest, encouraging users to move from browsing to active inquiring.
• During Purchase: Offer tailored recommendations via private messages to alleviate decision-making barriers and boost conversions.
• After Purchase: Strengthen customer relationships with personalized follow-ups, thereby enhancing loyalty and lifetime value.

Private messaging on XHS isn’t just a communication channel—it’s a powerful conversion driver that transform casual inquiries into lasting consumer relationships. Contact iClick today to optimize your XHS strategy!