The information shows that recently, the status of several “WeChat Customer Service” trademarks applied by Tencent Technology (Shenzhen) Co., Ltd. has been changed to registered, and the international classification involves communication services, advertising sales, design research, etc. The above trademarks were all filed in July 2021.
At present, WeChat itself does not have customer service directly for this product. Users need to find a separate WeChat customer service in the “Tencent Customer Service” applet, and then find “WeChat” in order to talk to the robot and give feedback. If manual customer service is required, the manual customer service transfer button is required, but it is only transferred to the interface of WeChat question message.
In July last year, WeChat also conducted an internal test of the “WeChat customer service” function, but this is not the customer service that ordinary consumers think. Its positioning is the same as the public account and video account, and it has independent business attributes. According to the official introduction, users can access WeChat customer service in various scenarios inside and outside WeChat, users can initiate inquiries, and enterprises can reply to messages through the API interface to provide good customer service. It can be seen from this that the WeChat customer service function is currently a service function launched for enterprise users.
Tencent is not without human customer service. Tencent has three different types of customer service numbers, which can be obtained with a simple search. But the problem is that most users can only find robot customer service that is not very intelligent, and the human customer service is hidden deeply. This may be done for the sake of reducing costs. According to relevant data released by Tencent, in 2019, the number of users of Tencent’s customer service reached nearly 300 million and the number of services exceeded 800 million, of which the ratio of intelligent self-service reached more than 90%. In other words, less than 10% of users resolve issues through human customer service.