SMCP’s customer service WeChat solution soft launched on Dec. 12, 2018
The bespoke, customer service module running on WeChat Work, provides Store Managers and Sales Associates with a new experience for communicating with customers.
Traditionally this type of interaction takes place on regular WeChat. Although perfectly functional, it does have limitations in terms of brands not being able to oversee the dialogue, as well as managing longer term customer interaction, should a sales associate change role or depart.
With the new solution, customers scan the QR code of a Sales Associate, much in the same way they normally would. This establishes a bound relationship, allowing that Sales Associate to converse with the customer on WeChat Work.
This is when the advantages of WeChat Work come to the fore. As well as the standard chat features, Sales Associates can switch their status between on and offline, if they are not working. They can also reassign the customer to another Sales Associate, should the customer be visiting a different store, for example. Store Managers may also step in and manage a customer enquiry, when needed.
Via the CMS, the Store Manager also has the ability to add, edit and delete Sales Associates, reassign Associates and also follow the chat history of any customer interaction.
All in all, the solution allows SMCP to offer a more professional and adaptable service to their customers.