Conversocial has added WeChat support, tapping its platform into the power of the huge Chinese social messaging network.
The integration enables customer care teams to leverage intelligent agent routing, conversational filtering and prioritisation, robust workflows, and real-time analytics to deliver digital care over WeChat.
WeChat represents an audience of over 1 billion users in China, with many using the network as their sole access to news, information and social networking.
However, for many international brands, the mainland China market has been a challenging region in which to engage customers.
With this integration, Conversocial says Western brands can use WeChat as a digital customer service channel directly into China, helping to ease perceived friction between US 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,” said Joshua March, CEO & Founder of Conversocial. “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.”
“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,” says Cathay Pacific Social Media Manager, Priscilla Chok. “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.