Shulou(Shulou.com)11/24 Report--

CTOnews.com news on November 11, information shows that recently, a number of "Wechat customer service" trademarks applied for by Tencent Technology (Shenzhen) Co., Ltd. have been changed to registered, and the international classification involves communication services, advertising sales, design research, etc., all of the above trademarks were applied in July 2021.

CTOnews.com learned that Wechat itself does not have a direct customer service for this product, and users need to find a separate Wechat customer service in the "Tencent customer service" Mini Program, and then find "Wechat" in order to talk to the robot and feedback problems. If you need human customer service, you need to transfer through the human customer service transfer button, but only to the interface where Wechat questions are left.

CTOnews.com learned that in July last year, Wechat also tested the "Wechat customer service" function internally, but this is not the kind of customer service that ordinary consumers think, and its positioning, like official account and video account, has independent business attributes. According to officials, users can access Wechat customer service in various scenarios inside and outside Wechat, users can initiate consultations, and enterprises can reply to messages through the API interface to do a good job of customer service. From here, we can see that Wechat customer service function is currently a service function for enterprise users.

Tencent is not without human customer service. Tencent has three different types of customer service calls, which can be obtained by simple search. But the problem is that most users can only find less intelligent robot customer service, and artificial customer service is hidden deeply, perhaps for the sake of reducing costs. According to the relevant data released by Tencent, in 2019, the number of Tencent customer service users was 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 solve problems through human customer service.

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