Digital Customer Service Platform Helps Large Brands Scale Their Engagement with over 1 Billion Customers on WeChat

Conversocial, the leading digital customer service platform, announced the addition of WeChat support–powering digital customer service capabilities for the massive Chinese social messaging network. The integration enables digital customer care teams to leverage intelligent agent routing, conversational filtering and prioritization, robust workflows, and real-time analytics to deliver digital care over WeChat.

WeChat represents an audience of over 1 Billion users in China, whom many use as their sole access to news, information and social networking. However, for many international brands, the Mainland Chinese market has been a challenging region to engage customers. With this integration, Western brands can now leverage WeChat as a digital customer service channel directly into China, eliminating the friction between U.S. and Chinese markets.

“Messaging is already transforming the digital care strategy for thousands of major brands by enabling customers to effortlessly get help on the same platforms they already use to communicate with friends and family. We are proud to be among the first digital customer service platforms to integrate directly with WeChat, allowing our clients to extend messaging-based support to their customers throughout China and the rest of Asia,” said Joshua March, CEO & Founder of Conversocial.

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Cathay Pacific Social Media Manager, Priscilla Chok, added, “Conversocial’s addition of WeChat has been imperative for a large brand like us to engage with our massive foreign customer base, ultimately enhancing their overall experience with us. For the first time, our social customer care team can filter through the noise and prioritize conversations that truly need a response from a live agent, allowing our agents and managers to engage in WeChat messaging conversations at scale.”

Conversocial is making use of several unique WeChat features such as transcribing voice notes sent by users, while also offering direct Mainland Chinese implementation—providing higher availability and reliability of messaging content and data access. WeChat support will be coming out of beta and available to all Conversocial customers in April.

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