800 million customers (and growing) are waiting for you on WeChat. If you're going to offer social customer service on WeChat it's important that you do it the right way. Check out these 5 helpful tips to get you started.

1. 5 Tips for Using
WeChat for Social
Customer Service

2. 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

3. 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.

4. 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

5. 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.

6. 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…

7. 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

8. 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

9. 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

10. 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

11. Show your followers you know who they
are and that you care. Remember previous
interactions and purchases and connect
their WeChat profile with your CRM.
04
Know your followers

12. Once your customer engages with you on
a channel, continue the experience in this
channel. If a customer contacts you via
WeChat, keep them there. Prevent friction
and effort by continuing and resolving the
conversation where it began.
05
Solve ALL their issues on WeChat

13. 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