Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Brands that provide exceptional customer service experiences have two things in common: They engage in authentic conversations, and they communicate on the platform of their customers’ and prospects’ choice.
Focusing on providing service where customers are can be a challenge for global brands, but not an insurmountable one. Companies like HP understand the importance of integrating messaging apps into their customer service strategy, whether that be Facebook Messenger in Australia or WeChat in China. KLM Royal Dutch Airlines recently got an edge over its competition by being one of the first airlines to embrace WeChat as a customer service channel for its clients.1
What once were apps used as free or cheap alternatives to SMS text messaging have exploded into multi-featured mobile messengers central to the social media landscape in Asia.2 While WhatsApp is the most popular messaging app in 109 countries,3 WeChat is quickly gaining momentum with over 800 million active users.4 With Chinese adults averaging 40 minutes daily on this innovative messaging platform,5 it’s time to start integrating it into your customer service strategy.
Once you’ve applied for your verified WeChat Official Account, you’ll want to give it a human touch by setting up personalized agents. WeChat allows you to set up as many as 100 custom avatars and agent names for use when chatting with followers. More are available upon request.6 With live chat customer service, customers can talk to an agent just like they would chat with a friend. According to Teleperformance, “they can ask about a product, receive suggestions on what to purchase, or find help with troubleshooting the website.”7
WeChat’s keyword automatic reply feature allows businesses to manage expectations and personalize their fan interactions.8 With keywords, you can add text, pictures or sounds so that if a user sends that keyword, it will trigger your preset auto-reply message.9 This feature is particularly helpful with frequently asked questions.10
Scan posts and assign priorities based on customized keywords, so agents work the most important issues first.
Route customer replies back to the original agent before looking for another available agent.
Assign cases rather than posts to your service agents for a more holistic customer experience. This requires integration with CRM and maintenance of a robust customer history (for example, knowing that you talked to the customer last week about the same problem).
Use surveys to gauge customer satisfaction, triggered after a transaction is complete.11
Give prime real estate to your QR codes, with a value proposition telling the user why they should scan it. Grata recommends using “unique ‘parametric’ QR codes to track the performance of each placement and to embed routing rules (e.g., so your taxi card QR code routes directly to the concierge) and alert agents to the context of the current conversation.” 12
Most importantly, don’t go it alone. Choose a social media management tool that’s designed not only for social customer service but also integrates with regional messaging apps like WeChat. Look for a tool that includes conversation threading and detailed customer profiles.
55% of WeChat users open it more than ten times a day.
Technode
Learn more about transforming your customer service strategy to a winning one with our Digital Customer Care Playbook.
1 https://www.clickz.com/how-klm-uses-chinas-wechat-for-customer-service/96598/
2 https://www.statista.com/statistics/258749/most-popular-global-mobile-messenger-apps/
3 https://www.similarweb.com/corp/blog/worldwide-messaging-apps/
4 https://en.wikipedia.org/wiki/WeChat
5 https://www.similarweb.com/corp/blog/worldwide-messaging-apps/
6 http://blog.grata.co/wechat-for-customer-service/
7 http://www.teleperformance.com/en-us/white-paper-connection-wechat/
8 http://blog.grata.co/wechat-for-customer-service/
9 https://ashleytalks.com/wechat-automatic-messages-ep-29/
10 http://www.teleperformance.com/en-us/white-paper-connection-wechat/
11 http://www.the-makegood.com/2014/02/13/how-to-use-chinas-most-powerful-mobile-app-for-business/
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