Digital customer service platform Conversocial has integrated Chinese social messaging giant WeChat as a new channel.
Conversocial says that integrating it will allow travel companies to offer an improved messaging service to the one billion Chinese users of WeChat by allowing them to filter and prioritise customers who need help from an agent.
The company adds that the move will allow Western travel brands to “leverage WeChat as a digital customer service channel directly into China”.
One of the first travel firms to start using the new service is Hong Kong-based airline Cathay Pacific.
Priscilla Chok, Cathay Pacific’s social media manager, says:
“For the first time, our social customer care team can filter through the noise and prioritise conversations that need a response from a live agent, allowing our agents and managers to engage in WeChat messaging conversations at scale.”
Conversocial is using features of the messaging service such as transcribing voice messages sent by users to enhance service, as well as providing “real time” analytics.
Joshua March, CEO and founder of Conversocial, adds:
“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.”