5 Tips for Using WeChat for Social Customer Service

If you are already using WeChat for customer service, first

off, kudos to you for being an innovator in the social care

space and making the decision to meet your customers

where they are.

Using WeChat for customer service

Chances are you have an existing call center and want to

drive phone and email traffic to WeChat to reduce costs.

Or…you recognize that great service on social is a key

differentiator for your brand and your are ready to dive in.

The cost savings of servicing

these customers on social is

huge: $1 per interaction on

messaging apps compared to

$6-$15 per phone interaction

-Aspect Software

Doing it the right way

If you are truly serious about doing social customer service

on WeChat, we urge you to do this “the right way.” Just

having a presence on WeChat and other social channels

won’t get you very far.

It’s important to let your followers know when you are

available, how responsive you are, and what you can help

them with. So we’ve put together 5 quick tips to help you

get started with WeChat customer service, “the right way.”

So let’s dive in…

WeChat allows you to send a welcome message anytime you get a new follower. This is the perfect opportunity to tell your follower the hours you are available for support (hopefully 24/7), and what issues you can help them solve (hopefully all of them).

01

Greet each new follower with a welcome message

Avoid responding with “we.” Even though social care is a public reflection of your brand as a whole, agents can personalize the experience by engaging in the “I.” Official brands on WeChat can add 100 custom avatars with unique names when messaging followers.

02

Let your agents get personal

A timely response from an agent plays a large role in putting your customer at ease. Create personalized quick replies letting them know you are there. Then you can focus on solving their issue, which may require a bit more time.

03

Optimize for quick response

Did You Know…

77% of customers believe that valuing their time is the most important thing a company can

do to provide good service.

-Forrester

Show your followers you know who they are and that you care. Remember previous interactions and purchases and connecttheir WeChat profile with your CRM.

04

Know your followers

Once your customer engages with you on a channel, continue the experience in this channel. If a customer contacts you viaWeChat, keep them there. Prevent friction and effort by continuing and resolving the conversation where it began.

05

Solve ALL their issues on WeChat

Doing WeChat customer service the “right way” requires implementing the right process, workflow, and technology that will ultimately help you prove the value of WeChat customer service.

Learn more about how you can take your WeChat Customer Service to the next level: http://info.sparkcentral.com/we-chat