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WeChat Customer Service: Business Account Types In this section, we’ll explain the different types of WeChat business accounts, which messaging inbox to choose and what messaging rules your WeChat support team will encounter. Unfortunately, these are not that easy to understand.ĭon't fret, we’re here to break it down for you. In addition, the WeChat app has no API, which is necessary to integrate WeChat with business software or CRM, so medium to large businesses should apply for a WeChat Business Account. Unless you are a micro or small business, you shouldn’t use the WeChat app for customer service as it’s not designed with businesses in mind- it doesn’t allow multiple users, has no automation builder and lacks contact management tools like tags or user fields. WeChat Customer Service: What You Should Know On the other hand, customers can choose to respond to agents in due time, which is a more pleasant experience for them.īecause agents have access to the conversation history, and there is only one thread per contact, they can do their job more effectively and shorten conversation resolution times.īefore you start using WeChat for customer support, there are some points that you should be familiar with. With WeChat connected to the right inbox solution, support agents can give priority to customers with pressing issues that need immediate help. Instant messaging channels like WeChat are also versatile when it comes to communication pace. Pros of using WeChat customer service vs traditional customer service methods Thanks to that, they can easily identify contacts, their past interactions with the company, and the best way to help them with their current issue without unnecessary questions. WeChat allows agents to trace conversations in the chat thread. In short, if your customers are located in China, consider providing WeChat customer service. In addition, millions of people use WeChat Mini-programs every day to shop, play games, get coupons and more. For instance, WeChat Pay is one of China's most popular payment methods. In fact, it has plenty of features that Chinese citizens use in their daily lives. With 1.29 billion monthly active users in 2022, WeChat is highly popular in Mainland China, with certain overseas popularity in countries like the US, Indonesia, Taiwan and Vietnam, among others.īut WeChat is not just a chat app. Let’s see what a popular messaging channel like WeChat has to offer compared to the ones mentioned above. There are several reasons why doing customer support over an instant messaging channel is a better choice. As contacts and support agents must be simultaneously connected to talk, companies need to hire more staff. Last, customer support over the phone or via website chat generally costs more. This is not only detrimental to customer satisfaction but also to case resolution times.ĭespite their popularity, traditional support channels have some cons When conversations are scattered and hard to track, customers need to repeat their case to support agents every time they need assistance. This is often caused by agents forgetting to CC someone else, or a customer messaging the company using a different email address. Plus, companies using email as their main channel for customer communication are prone to have scattered conversations for the same contact, which makes building a single customer story complicated. This isn’t ideal for support agents, who need to examine past interactions with customers to understand their cases and provide the best solutions. Limitations of Traditional Support Methodsįor a start, conversations with customers are difficult to track on traditional messaging channels. Let’s discuss what these limitations are and why WeChat could be a good fit for your customer support needs. But these channels have major limitations. Traditionally, companies do customer support over the phone, email and website chat. WeChat Customer Service vs Traditional Support Methods In this guide, we’ll take you through everything you need to know to get started with WeChat customer service and show you the benefits of using respond.io as an inbox for WeChat support teams. If your customers are WeChat users, look no further. In countries where WeChat is popular, businesses use it as a customer support channel.
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