DeerRun Enhances Global Customer Service System for a Seamless After-Sales Experience

HOUSTON, March 25, 2025 /PRNewswire/ -- DeerRun has announced a comprehensive upgrade to its global customer service system to further enhance user experience. The brand has established 24/7 customer service centers in locations such as the Philippines, ensuring more efficient and professional technical support. Additionally, DeerRun is expanding its global warehousing and self-delivery network, with localized service hubs in key markets, including the UK, Germany, Spain, and the US, to provide faster after-sales solutions.

Commitment to User-First Service

A DeerRun spokesperson emphasized that the company remains committed to its "user-first" belief, recognizing the critical role efficient customer service plays in brand success. The development of a global customer service team is not just a business expansion strategy but a reflection of this core value, ensuring that users receive assistance anytime, anywhere.

Multiple Service Channels for Enhanced Accessibility

Over the past year, DeerRun has built a robust customer service infrastructure. The 24-hour service center in the Philippines responds to inquiries from customers across North America, Europe, and Asia. Understanding that different users have varied preferences, DeerRun supports multiple service channels, including phone, email, website inquiries, and in-app customer support via PitPat, the brand's fitness equipment companion app. This allows users to reach out to service teams seamlessly during workouts or competitions.

To improve efficiency, DeerRun has integrated an AI-powered support system that quickly identifies customer issues and assigns them to the appropriate service representatives. For complex technical concerns, the customer service team can escalate cases to engineers within 10 minutes, with initial solutions provided within an hour, significantly improving response times and user satisfaction.

Warehousing and Self-Delivery for Faster Resolutions

To ensure efficient after-sales service, DeerRun has established local warehouses and a self-delivery network in key markets. Currently, warehouses and after-sales teams are operational in the UK, Germany, Spain, and the US. Once a repair or replacement request is submitted, the system automatically assigns the nearest warehouse or service center to expedite delivery. This localized approach has reduced product replacement and repair times from the previous 7–14 days to as little as 2–5 days, significantly enhancing service efficiency.

DeerRun is also exploring innovative after-sales solutions, such as on-site repairs and one-click replacements. In the near future, users will have the option of having an engineer visit their location for repairs or receiving a new replacement unit immediately after issue confirmation, eliminating the need for prolonged factory servicing.

Smart Systems for a Transparent After-Sales Process

To enhance transparency and streamline the after-sales experience, DeerRun is implementing a global service management system that enables full tracking from issue reporting to resolution. Users can monitor their service requests in real time via the PitPat app or the official website.

Leveraging big data analytics, DeerRun is also optimizing its customer service and after-sales operations. By analyzing user feedback, the brand can predict high-demand repairs and pre-stock essential components, ensuring a seamless after-sales supply chain.

Elevating the User Experience with Superior Service

The DeerRun is not just selling smart fitness equipment but creating a holistic smart fitness ecosystem. Moving forward, DeerRun will continue refining its after-sales services through global warehousing, intelligent customer support, and on-site repair options, ensuring users receive fast and efficient fitness equipment support.

Founded in Texas, USA, DeerRun was established by JOYFIT, a sports technology team specializing in smart fitness equipment. With a strong presence in North America, the EU, the UK, and Southeast Asia, the brand is expanding into Japan, South Korea, and the Middle East. Having sold over a million units worldwide, DeerRun offers high-quality treadmills, rowing machines, and exercise bikes while connecting users globally through the PitPat app, fostering a unique online fitness community that makes smart workouts more enjoyable for all.