One of the biggest challenges our clients face, that will ultimately determine how much value they derive from our product, is how successful they can be encouraging conversations with their followers on WeChat.
By the time they sign up for Grata, they have already bought into the value of using WeChat for customer service, primarily because either 1) they have an existing call center and want to drive phone and email traffic to WeChat to reduce costs, or 2) their business competes on good service and they recognize the service upgrade this represents to their customers.
As clients roll out Grata, we strongly encourage them to simultaneously deploy a marketing effort that communicates the newly upgraded value of their WeChat Official Account. If businesses don’t tell their followers when their online, how responsive they are, and what kind of things they can help with, not many people are going to message them. Businesses are fighting against the status quo in which most Official Accounts are bad about responding to messages from followers. This low expectation on the part of WeChat users, however, means it is relatively easy to surprise and delight followers with a fast response from a real human.
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Some of our customer information and customer content are regularly overwritten, de-personalised and/or discarded. Disclaimer on Requests for data not held by WeChat International: From time to time, we receive Requests for disclosure of data which do not belong to and/or are not held by WeChat International but a separate entity.
- WeChat has paved the way to integrate chatbot interactions into the public account interface (first) as well as Mini Program. Introduction to WeChat chatbot What is WeChat virtual assistant? Automatic reply for interaction happening the WeChat Official Account chat-like screen and a chat section in a Mini Program.
- 7 thoughts on “ WeChat for Customer Service ” Marvin 2016年02月25日 星期四 at 01:52上午. Hello Grata, I want to set up a public weChat official account for educational purpose,but my weChat account was registered with a chinese phone number +86.
Tell new followers how they can use your account
WeChat can automatically send a stored welcome message whenever someone follows your account. This is the perfect time to introduce to your new follower what services your Official Account provides.
Grata additionally allows you to store multilingual welcome messages so followers are greeted in their own language.
Use personalized WeChat agents
WeChat allows verified Official Accounts to use up to 100 custom avatars and agent names when chatting with followers (you can request more if needed). There are many advantages to using personalized agent names. Specific to this post, when you use custom agent identities, WeChat will automatically add a “Customer Service Staff” row to your account profile and display one of your agents. This signals to followers that you are indeed replying to messages.
Use WeChat menus to prompt conversations
One of our favorite methods of engaging WeChat followers is to expose a small directory of contacts. This has two benefits: 1) By listing teams or departments, it seeds the idea of what kind of services you provide through WeChat, and 2) Grata can route to different teams based on which button the user presses. It can look something like this for a hotel guest:
Each menu button can send a stored text message letting the user know in more detail what services are provided. If the user replies to that prompt, a new chat notification will be sent to the corresponding team.
Manage expectations with auto-replies
Responsive service often has a lot to do with managing customer expectations. One good way to manage expectations is to setup an automatic reply based on the status of your agents. Let users know they can expect an immediate reply when agents are online or give them alternate contact information if your agents are offline. Here’s what that setup looks like in Grata:
Optimize for a quick first response
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The first reply from a live agent is the most important factor in putting your customer at ease. Ideally, after your customer sees a face, a name, and knows that your team is “on it”, she can put her phone down and wait for a notification when the request/issue is resolved. Use personalized quick replies to get the fastest response from an agent. What your customers sees:
In Grata, use “$username” and “$agentname” to personalize quick replies.
Route conversations back to previous agent
One of the most frustrating service experiences for a customer is having to repeat himself. While a lot of this friction is automatically avoided by using a digital channel like WeChat — all chat history is easily viewable by any agent in Grata — it still is a relief to talk to the agent that has the best understanding of your issue. Make your WeChat Official Account a more personal channel and reward returning customers by always routing back to the previous agent first.
Call-to-action in outbound marketing
While most businesses use their WeChat Official Account for regular outbound marketing, many miss the bigger opportunity by doing a poor job converting leads. Your followers are reading your posts in a messaging app — take advantage of that! If you have live agents ready to take incoming chats, make the call to action at the bottom of your post to simply close the article and send a message to you to book/buy/order/etc.
QR Codes Everywhere
If your going to use your Official Account for driving customer service, you should put your QR Code everywhere you put your business’ phone number. The best businesses also explain to their customers why they should scan the QR code and even embed relevant contextual data in each unique QR code.
The text alongside the QR code should explain the value proposition and is ideally unique for each QR code placement. For a hotel, the taxi card QR code might be accompanied by a suggestion to “Contact us for in-travel assistance, recommendations, and help getting around town”, while the QR code on the booking confirmation email might read “Contact us 24/7 for pre-arrival arrangements or to book a convenient airport pickup”.
If you’re using a WeChat Service Account, you can use unique “parametric” QR codes to not only track the performance of each placement, but also to embed routing rules (eg. so your taxi card QR code routes directly to the concierge) and alert agents to the context of the current conversation. Consider giving a unique parametric QR code to each staff member for their business cards and email signatures. When one of their contacts messages your Official Account, you can setup routing rules to notify that individual staff member first.
WeChat Feature Request
What would really be helpful for driving customer service conversations in WeChat, is if WeChat would borrow a feature from Facebook and display how responsive Official Accounts are to their followers. This would be the perfect way to manage user expectations and would also encourage Official Accounts to actually be more responsive!
If you have a verified WeChat Official Account and want to be more responsive to your followers, register an account at Grata.co or scan the QR code below to get in touch with our team for assistance. You’ll get a quick answer to any of your questions during normal business hours, China Standard Time [see what we did there?].
Last modified: 15 October 2019
These operational guidelines are for any law enforcement agency or other government authority (the 'Requesting Authority') making a request to WeChat International Pte. Ltd. ('we', 'our' 'us' or 'WeChat International') for disclosure of data about our users on WeChat (a 'Request').
We respond to Requests made by a Requesting Authority in accordance with these guidelines, subject always to applicable laws and regulations. In specific cases, we may, having regard to applicable laws and regulations and/or for internal reasons, depart from these guidelines in our responses. We reserve the right to modify these guidelines where necessary and without providing notice, taking into consideration applicable laws and regulations and the evolving needs of the organization.
We provide non-public customer information in response to law enforcement requests when legally required to do so. We will scrutinize all requests to make sure they comply with the law. Where relevant or necessary, we may require appropriate legal and/or supporting documentation to be furnished by the Requesting Authority before we can provide the relevant customer information requested. Such documents may include a court order, subpoena, search warrant, authorization document(s) and/or other valid legal process, as the case may be.
As a matter of practice, we do not retain all customer information and/or customer content, which may be deleted, de-personalised and/or revised from time to time. Certain customer information and customer content may not be retained at all or if retained, may not be retained for prolonged periods and/or in a comprehensive manner. Some of our customer information and customer content are regularly overwritten, de-personalised and/or discarded.
Disclaimer on Requests for data not held by WeChat International: From time to time, we receive Requests for disclosure of data which do not belong to and/or are not held by WeChat International but a separate entity. Please note that where data and/or information are not maintained by and/or does not fall within the purview of WeChat International, we will not be able to render assistance on such Requests. The responsibility is on the Requesting Authority to make the appropriate Request(s) to such other entities and/or affiliates as necessary.
Note on Requests relating to Weixin accounts: We have and continue to receive Requests for disclosure of data in relation to Tencent Weixin (the 'Weixin') accounts from various Requesting Authorities. Please note that WeChat is operated by an independent entity. We are therefore unable to assist with any Requests relating to Weixin Software and/or Weixin accounts.
WHAT KINDS OF REQUESTS DO WE RESPOND TO?
We respond to the following types of Requests:
We accept Requests from Requesting Authorities to preserve specified records or data, pending the issuance of valid legal process, for a reasonable period of time and in accordance with applicable laws and regulations. Please complete this form to make a Preservation Request. If we do not receive a formal legal request for the preserved information before the end of the preservation period, the preserved information may be deleted when the preservation period expires. In addition to the information described below (in 'Form of the Request'), preservation requests must be sent on law enforcement letterhead, signed, and must include a statement with details about steps that are being taken to obtain legal process for the data sought to be preserved. In specific cases, we may need further supporting and/or legal documentation before we can respond to a Preservation Request. All our rights in this regard are fully and expressly reserved. Preservation Requests may be sent via the methods described below.
Requests from Requesting Authorities that give us a good faith belief regarding an imminent emergency involving risk of death, serious physical injury to a person or any risk of harm to a child.
Please note that we evaluate emergency requests on a case-by-case basis in compliance with applicable laws and regulation. Where appropriate or necessary, we may require the Requesting Authority to furnish relevant legal and/or supporting documentation confirming their authorization and/or legal basis for making the request, without unnecessarily jeopardizing or delaying our response(s) to the requests. Please complete this form to make an Emergency Request.
Legal Process Requests
Requests made in accordance with applicable laws and regulations. This may include Requests arising from valid search warrants and subpoenas and other valid legal process, or valid Requests made in accordance with applicable mutual legal assistance arrangements and channels. Where appropriate or necessary, we may require the Requesting Authority to furnish relevant legal and/or supporting documentation confirming their authorization and/or legal basis for making the request. Please complete this form to make a Legal Process Request.
RETAINING AND DISCLOSING OF DATA
FORM OF REQUEST
We will only respond to written Requests that are made in accordance with applicable laws and regulations. Please clearly specify the following:
- the Requesting Authority;
- the identity of the specific officer and/or agent of the Requesting Authority responsible for the request (the 'Request Contact') and his or her rank, badge/identification number and identification documents;
- the relevant authorization document(s) of the specific officer and/or agent of the Requesting Authority, if applicable;
- contact details for the Request Contact, including phone number, email address (which must be from the Requesting Authority’s email domain address) and postal address;
- a Request response date;
- the WeChat user to which the Request relates (including users’ identification / WeChat ID / account details);
- the specific data and/or documents being requested from us regarding the relevant user/account and its relationship to the investigation to which the Request relates;
- the basis of the Request, including the provisions of any specific legislation being relied upon and, where applicable and/or necessary, details of the nature of the investigation, procedure and/or process being carried out by the Requesting Authority.
Please note that we may be unable to respond to any vague or incomplete Requests.
All Emergency Requests must be made using the form certifying the truthfulness and correctness of the Request.
NOTIFICATION OF OUR USERS
We respect our users’ rights and privacy. We may therefore notify the relevant user about any Requests for their data prior to disclosure, unless we are prohibited from doing so under applicable laws or regulations, by the terms of any legal process (such as a confidentiality order), or where we reasonably believe that such disclosure may create imminent [serious] danger or risk for us or any third party.
Law enforcement officials who believe that notification would jeopardize a law enforcement investigation should obtain an appropriate court order or legal process that specifically prohibits member notification. It is the law enforcement official’s responsibility to request that we do not notify a customer of your request because it would jeopardize a law enforcement investigation. We will carefully consider your request and our compliance with the same will be subject to applicable laws or regulations. All our rights in this regard are expressly reserved.
MUTUAL LEGAL ASSISTANCE TREATY REQUESTS
We respond to requests of an international nature made pursuant to a Mutual Legal Assistance Treaty ('MLAT') and other applicable conventions, treaties or protocols entered into between Singapore and other foreign countries. The MLAT and other applicable conventions, treaties or protocols will usually determine how Singapore and these other countries can assist one another in legal matters such as criminal investigations or enforcement proceedings. Through an MLAT or other request, a foreign government can request the Singapore government for assistance in procuring evidence from entities such as WeChat International. If the Singapore government approves the MLAT or other request from the foreign government, and such documentation of approval is provided to us, we will give our best endeavors to render our support in accordance with applicable laws and regulations.
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REIMBURSEMENT OF COSTS
To the extent permitted by applicable laws and regulations, we may seek reimbursement of our costs in responding to a Request.
We do not provide expert testimony support, except to the extent required by applicable laws and regulations.
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WHERE SHOULD REQUESTS BE SENT TO?
All Requests should be sent to the following contact details:
emailed to [email protected] with the subject: Law Enforcement Agency Disclosure Request.
Please note that:
- we may take longer to respond to any Requests not sent to the above contact details;
- we will not review correspondences sent by anyone other than Law Enforcement Authorities to the above contact details; and
- if we accept any legal processes via the above contact details, such acceptance is for convenience only and does not waive any of our rights or objections, including for lack of proper service or jurisdiction.
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