Wechat unsealing is controversial. Why cant users always find manual customer service?

category:Internet
 Wechat unsealing is controversial. Why cant users always find manual customer service?


Reporter Lu Keyan

A man who committed suicide by falling from a building because of the unsuccessful appeal of wechat was blocked has aroused public discussion on the wechat customer service system again.

The outside world has never stopped questioning the customer service ability of wechat and even the whole Tencent. The main controversial point is that the number of wechat users is the largest in China, and it involves money transactions, but there is no manual customer service that can respond to users needs at any time, leading to the neglect of many users demands.

Interface news learned from Tencent that wechat does not have an independent customer service team, but like other businesses, customer service business is subordinate to Tencent customer service. As early as 2002, Tencent opened the official website of Tencent customer service, which is also the first company among Internet giants to open official website for customer service business.

However, whether it is wechat customer service or Tencent customer service, there are still bad reviews.

Under normal circumstances, if there are any problems, users can search Tencents customer service official account or small program in WeChat. In the applet interface, there are common user problems including wechat, QQ, games, video and other services. For example, when wechat is restricted from logging in, you can first try self-service unsealing. If you are permanently restricted from logging in, you can also withdraw funds from the account according to the instructions.

If there is further demand, users can conduct online consultation, or call Tencent to provide multiple business lines for help. According to a group of data released by Tencent, the capacity of intelligent self-service accounts for more than 90% of all Tencents customer services, and 75% of users problems are successfully solved by relying on intelligent customer service.

However, wechat covers a wide range of business, and the complicated derivative problems are often difficult to solve quickly by default answers and robot customer service.

There are wallets and small shops in wechat, but we cant find a manual customer service at the critical moment. Can you imagine that banks and Taobao have no manual customer service? One wechat user who had been restricted from logging in said so.

Wechat is not without human service. On Zhihu, Weibo and other platforms, some users have shared their experience of finding manual customer service and successfully solving problems by dialing 95107. However, the entrance is very deep and the user volume is too large, which requires a long time of waiting and layer by layer connection, and can not guarantee 100% power.

For the game business, Tencent has also set up a high-end service platform Xinyue club. Club members can solve problems through one-to-one manual customer service. However, to become a member requires capital threshold, needs to recharge Q currency to obtain growth value, and can not solve other business problems outside the game.

In short, Tencents manual customer service scale is still unable to meet the needs of most users.

As a result, in some cases, users cant log in the account for malicious reporting, but they cant apply for unsealing through the above methods, and its difficult to find manual customer service. Most of the time, these users are faced with an endless cycle of appeal unsealing, appeal fruitless, continue to appeal, continue fruitless.

It is so difficult to find a Tencent manual customer service because the cost of building a large-scale manual customer service system is too high.

According to the data disclosed by Tencent, in the whole year of 2019, Tencent has nearly 300 million customers and more than 800 million service times. In the event of some special events, the peak value of service request will be reached instantly, for example, the wechat payment failure on October 29, 2019, and the peak call volume of the telephone hotline will reach more than 100000.

Assuming a customer service handles 100 complaints a day, Tencent needs to invest more than 20000 manual customer service staff, which is one third of the current number of Tencent employees. Even if the outsourcing team is chosen, the cost of wages, operation and equipment is very high. Customer service, as a consumption department rather than a revenue generating department, is not a good deal for Internet companies.

One reference in the Internet industry is Facebook, which also has more than a billion users on its social platform. It is understood that Facebook has not set up a large-scale manual customer service system. In most cases, users can find solutions in the help center or send e-mail for help according to their problems.

In China, telecom operators deal with hundreds of millions of users service demands every day. Take China Mobile as an example. According to the data released by the company recently, China Mobile has more than 30000 customer service personnel, who answer more than 200 calls a day and serve 980 million customers.

The above-mentioned people also believe that the main problems faced by operators are that the telephone can not be connected to the network, and that the problems are often caused by the billing system or the base station. There is basically a set of mature processing mode. Wechat covers a series of services such as social networking, finance, e-commerce and games. Its business is extensive and complex, and requires higher quality of customer service personnel.

If it is relaxed to the whole Tencent, the processing chain will be more complicated. For example, the game account cannot be logged in. There may be many reasons behind it: the QQ account is stolen, the plug-in is used, the plug-in is misjudged, and there are Trojan horse like third-party software in the computer. Because of this, in a short period of time, it is still a problem for wechat and even the whole Tencent to establish a customer service system that can quickly respond to the scale of 100 million users. But Tencent is also further improving the customer service system. On the one hand, optimize the intelligent customer service system to improve the success rate of intelligent customer service; on the other hand, the scale of Tencents manual customer service is also expanding. In June, Tencents customer service team announced the recruitment of 1500 new employees in Chengdu and Chongqing. Wechat, which has been living for 1.2 billion months, is no longer a social tool, but a mobile Internet infrastructure. When a product or a companys business penetrates into the life of the public so deeply and makes profits, it can obviously be more active in responding to users demands. Source: editor in charge of interface news: Ding Guangsheng_ NT1941

Because of this, in a short period of time, it is still a problem for wechat and even the whole Tencent to establish a customer service system that can quickly respond to the scale of 100 million users.

But Tencent is also further improving the customer service system. On the one hand, optimize the intelligent customer service system to improve the success rate of intelligent customer service; on the other hand, the scale of Tencents manual customer service is also expanding. In June, Tencents customer service team announced the recruitment of 1500 new employees in Chengdu and Chongqing.