On July 19, wechat launched a new function — “wechat customer service”, which is a new capability for enterprises, what is wechat customer service? How to use it? Here’s how to unlock them.
What is wechat customer service?
Accurately speaking, wechat customer service is not a new function, it is more like a B – end brand business capabilities. And the C-terminal wechat users can better find merchants, answer questions and deal with after-sales services through this ability.
In the independent official website of wechat customer service (work.weixin.qq.com/kf), wechat is introduced like this:
Wechat customer service can be accessed in various scenarios inside and outside wechat. Users can initiate consultation, and enterprises can reply messages through API interface to provide good customer service.
The official promotion of wechat customer service function mainly has three points:
- Rich access: you can access wechat customer service in and out of wechat scenes such as video number, search, payment voucher and web page to receive user consultation.
- Wechat official message channel: consultation records will appear in wechat customer service messages, easier for users to find.
- Sending and receiving messages through API interfaces: Sends and receives messages through API interfaces to realize multi-agent cooperation and automatic response.
In the actual test process, we found that wechat customer service is indeed a function not limited to wechat.
Wechat customer service can be accessed both inside and outside wechat
- In the video number connected to wechat customer service, video number homepage under the enterprise authentication information, will add “contact customer service” option, interested in can directly consult customer service;
- Search a brand official area, small program, payment voucher will also have the option of “contact customer service”, click to find the official customer service;
- Wechat customer service can also be accessed in external apps and web pages. Customers can click the button “Contact customer service” on the official website and app of the brand and jump directly to wechat to complete consultation.
The left picture shows the video number and the right picture shows the entrance of “contact customer service”
Wherever a customer makes a request at the contact customer Service portal, the request is kept in a new message category, customer service messages, and further inquiries can be made.
It can be said that the customer wechat “customer service message” inside the entrance, the future will be many brands of human customer service.
Wechat “customer service message” unified entrance
How is it different from traditional customer service systems?
In the interview with the wechat team, the program team learned that there are the following differences between the wechat customer service system and the traditional customer service system:
- Low threshold to use: continue the habit of using wechat, the dialogue is all on wechat, no need to download App, no need to open a new web page.
- Easy to send and receive information: customers not only “send information” is simple, “receive information” will not be like traditional customer service in other apps or web pages, because it is not often used or not often open, and there is missing miss; “Backtracking information” is also convenient, unified collection in the “customer service message”, as wechat “subscription number”, do not worry about accidentally closed difficult to find the history of the message;
- Support a variety of application scenarios access: whether it is wechat internal small program, search, public account, video number, small card; Or wechat external enterprise official app, enterprise official website, and offline scanning code, etc., as long as it is a customer’s daily touch scene, can support the jump into “wechat customer service”.
The more dispersed the traffic, the more channels the enterprise promotes, the more customer service entry, and the greater the maintenance pressure.
WeChat customer service beyond the WeChat internal application scenarios, and beyond the enterprise’s own service platform, enterprise fully “WeChat customer service” can be applied to all the channels, through the enterprise WeChat unified customer service, the closer the distance customers, both also can quickly response to customer pre-sale consultation and after-sale feedback, improve the brand image of enterprises, in order to better service Facilitate user conversion in a more flexible way.
How to use wechat customer service?
1. Open “wechat customer Service”
“Wechat customer service” function is currently in the private beta. Enterprises can scan the code on the official website (work.weixin.qq.com/kf) for authorization and apply for the private beta qualification.
2. Create customer service accounts and configure reception personnel
Enterprise wechat administrators can create customer service accounts in “Enterprise wechat App-Workplace-wechat Customer Service” and configure reception personnel for them. If there are multiple receptionists to provide external services, the background can also configure whether to take turns to receive, whether to give priority to the last reception staff, reception staff ceiling and so on. Reception staff will receive and process customer information according to the “Reception Rules”.
3. Configure customer service link/QR code
Enterprise administrators can obtain customer service account links or QR codes in wechat Customer-Access Scenarios and apply them to customer service portals of different channels.
- Wechat: video account, web page, official account menu, mini program, search, wechat pay, etc
- Enterprise: official website, enterprise App
- Third party channels: e-commerce platform, social platform, short video platform, etc
4. Configuration specialist and customer service group
We also learned from our experience that in addition to improving service capabilities, wechat customer service may help companies improve user engagement and user conversion.
In the “upgrade Service” of wechat customer service, specialist and customer service group are configured. The reception staff can take the initiative to send specialist business cards and qr codes to customers to guide customers to add. Enterprises push products or services in subsequent customer maintenance through operation strategies to promote user conversion and repurchase.
5. Access API to achieve more advanced customer service capabilities
As one of the new capabilities of wechat to get through inside and outside, wechat customer service also has more possibilities. Through the open API, it can manage wechat customer service accounts, send and receive customer service messages, and customize rich customer service management functions based on this, such as customer service robot access, custom session route assignment, customer service data statistics, etc.
Automated, intelligent customer service capabilities require enterprise developers to invest time and effort to access (see development documentation). In order to reduce the use threshold and access cost of enterprises, Know Cloud will launch more advanced functions based on wechat customer service, so that customer service personnel can directly use and real-time view customer service data. (If you do, let us know at the end of this article in “Know the Cloud Product Roadmap.”)
In the process of expanding the ecological boundary of wechat team, the customer management and marketing capabilities of “Enterprise wechat” are constantly strengthened, and the future is full of infinite possibilities. As a community operation tool based on enterprise wechat – “know community wizard”, will also be based on the ability of wechat and customers’ actual application needs, continuous iteration and upgrade, in order to provide a good, easy-to-use management tool.
In order to better understand user needs, we will upgrade the “know cloud product roadmap”, whether you are a development engineer, product design, product promotion, user operation, as long as you have functional requirements, you can participate in our product planning. Whether existing function optimization, or new function requirements, can be feedback in the circuit diagram.
Our product manager sister said that friends who provide good feedback will get a small gift. Please come and participate in our product planning
