With the additional of Enterprise Messaging, WeChat solves a lot of pain points for corporate internal communication. In this deck, Grata looks at methods to integrate external and internal messaging in WeChat Enterprise Accounts to mimic distributed call centers.
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WeChat Enterprise Accounts Guide for Businesses
1. WeChat
Enterprise
Accounts
微信企业号
Closing
the
loop
on
CRM
and
internal
communica5on
for
businesses
企业客户关系管理和内部沟通闭环
Grata,
All
Rights
Reserved
September
2015
2. Most
employees
use
personal
WeChat
accounts
for
business
communicaCon.
大多数公司有员工使
用私人微信进行业务
沟通的情况。
Grata,
All
Rights
Reserved
3. The
many
one-‐on-‐one
and
group
chats
get
lost
amongst
personal
contacts
群组在私人通讯录中消失
www.grata.co
grata_co
Grata,
All
Rights
Reserved
4. Staff
can
never
unplug
from
work
员工的手机永远处在工作状态
www.grata.co
grata_co
Grata,
All
Rights
Reserved
5. When
an
employee
leaves
the
company,
he
has
to
be
manually
kicked
out
of
every
group
当员工离开公司,他不得不手动退出
每个群组
www.grata.co
grata_co
Grata,
All
Rights
Reserved
6. The
company
has
no
record
of
conversaCons
而公司对聊天记录无处可查
www.grata.co
grata_co
Grata,
All
Rights
Reserved
8. WeChat
Enterprise
Accounts
微信企业号
Added
September
2014;
designed
for
internal
company
use
2014年9月发布,为企业内部使用设计
www.grata.co
grata_co
9. Enterprise
Internal
Messaging
企业号消息服务
Added
July
2015,
Enterprise
Messaging
allows
all
company
chats
to
be
cleanly
grouped
together
in
one
folder
2015年7月添加,企业消息允
许所有公司群聊在一个文件
夹中统一删除
Grata,
All
Rights
Reserved
www.grata.co
grata_co
10. A
Master
Mute
Switch
主静音开关
Allow
employees
to
clock
out.
员工在工作结束可以打卡下班。
Grata,
All
Rights
Reserved
www.grata.co
grata_co
11. Only
Verified
Employees
Can
Access
只有通过验证的员工能够进入
Grata,
All
Rights
Reserved
www.grata.co
grata_co
Manage
employee
rights
or
integrate
with
exisCng
HR
soVware.
员工管理权限或与现有人力
资源软件整合。
13. A
Chat
App
within
a
Chat
App
聊天应用程序内的内部聊天应用
Only
Employees:
avoid
accidentally
adding
an
external
user
to
private
company
chats.
仅员工:避免外部人员冒然
加入公司私密群聊。
Grata,
All
Rights
Reserved
www.grata.co
grata_co
15. If
your
team
adds
customers
on
their
personal
WeChat,
when
an
employee
leaves,
so
do
those
contacts.
当您的团队添加客户在他们的私人微信,员工离开时,
联系人也会删除。
www.grata.co
grata_co
But
the
biggest
pain
point
sCll
remains.
最大的痛点还没有解决
Grata,
All
Rights
Reserved
16. What
if
we
could
use
our
enterprise
account
for
external
chats
too?
如果我们能用企业号处理对外聊天呢?
www.grata.co
grata_co
! Staff
are
already
using
the
Enterprise
Account
for
internal
chat,
making
it
easier
to
be
responsive
to
external
chats
员工已经开始使用企业号内部聊天,确保对外聊天被响应
! WeChat’s
Enterprise
Account
allow
you
to
deploy
apps,
like
Grata,
to
route
in
traffic
from
mulCple
WeChat
accounts
and
live
chat
from
your
website
微信企业账户允许我们部署的应用程序,如Grata,将通信从
多个微信账号及在线对话转移至我们的网站
17. Your
Brand
Account
Make
your
WeChat
Service
Account
an
entry
point
for
WeChat
contacts
让您的微信服务号作为切入点添加微
信联系人
Customers
客户
Sales
Leads
潜在客户
Vendors
供应商
HR
Inquiries
人力咨询
External
WeChat
Accounts
认证服务号及订
阅号
WeChat
Enterprise
Account
微信企业号
Any
team
member
on
desktop
or
mobile
在移动设备及电脑
端的任何团队成员
Grata,
All
Rights
Reserved
Your
Internal
Account
18. Automo5ve:
Connect
Leads
to
Dealerships
汽车业:将客户与销售人员连接
Service
&
SubscripCon
Accounts
服务号和订阅号
Enterprise
Account
企业号
Customer
客户
LocaCon-‐based
rouCng
基于位置路由
Available
agent
claims
the
chat
客服发起聊天
Salesperson
销售
Company
Avatar
账号头像
Personal
Avatar
个人头像
19. Hotels:
Use
Menus
to
prompt
conversaCons
酒店业:使用微信菜单促进对话
Keep
bad
reviews
off
Trip
Advisor
by
giving
guests
a
path
to
resolve
issues
quickly,
rouCng
them
to
an
on-‐duty
manager,
filtered
by
guest’s
language.
通过微信获得快速解决问题的途径,
进而远离旅游点评网站上的那些差
评,通过语言过滤将对话路径发至
一个值班经理。
Your
Brand
Account
Your
Internal
Account
20. Your
Brand
Account
Any
business:
Issue
staff
personal
WeChat
QR
codes
that
send
personal
welcome
messages
and
embed
rouCng
rules.
不限行业:发布员工个人微信二维码,通过预编程路由发给
客人自定义欢迎信息。
Business
Cards
Email
Signature
Your
Internal
Account
21. Retail:
Create
Urgency
in
Outbound
MarkeCng
零售业:建立推播式营销的紧急处理
Use
Cme-‐sensiCve
calls
to
acCon
in
campaigns.
为活动建立时间敏感事件
现在购买
Buy
Now
www.grata.co
grata_co
22. Connected
to
a
Shopping
Concierge
建立一个微信购物礼宾部
Create
a
personal
connecCon
by
always
rouCng
back
to
the
last
agent.
建立一种个人连接,
对话总是转接到最
后一个对话客服
www.grata.co
grata_co
23. • Chats
sync
across
desktop
and
WeChat
对话在桌面与微信之间同步
• WeChat
noCficaCons
muted
for
desktop
users
微信消息通知为电脑用户静音
Link
Enterprise
Account
to
your
desktop
chat
将微信企业号连接至电脑聊天
Grata
Console
24. WeChat
Customer
Service
is
a
Win
for
Customers
微信客服就是赢取客户
! Faster
than
a
phone
call
响应比电话快
! Customers
never
wait
on
hold
他们从不等待
! They
never
have
to
repeat
themselves
从不需要重复
! EscalaCon
and
backup
rouCng
mean
more
responsive
service
升级和备份路由意味着回应更多的服务
! Protects
their
privacy
versus
using
personal
accounts
保护客户隐私与使用个人账号
www.grata.co
grata_co
25. And
a
Win
for
Businesses
赢取销售
! More
professional
than
using
personal
accounts
比使用私人微信更加专业
! Builds
more
WeChat
followers
建立更多微信粉丝
! Ability
to
add
mulCple
agents
in
a
customer
chat
在一个对话中可以添加多个客服
! Transfer
deparCng
employees’
contact
lists
to
their
replacements
将离职人员联系表转移给替位员工
! Save
all
conversaCon
data,
giving
visibility
into
operaCons
保存所有对话数据,给予操作可见性
! Contacts
belong
to
the
business
联系人属于企业
www.grata.co
grata_co
26. Contact
Us
联系我们
grata_co
www.grata.co
Grata
helps
brands
turn
their
WeChat
Official
Accounts
into
smart
mulC-‐agent
contact
centers.
Grata帮助品牌将微信公众号转化为一个智能多
客服联络中心。
Launch
a
live
demo
in
Google
Chrome
in
seconds
from
grata.co.
使用谷歌浏览器在Grata.co发布一个现场演示。
Follow
us
on
Twifer
for
the
latest
news
on
WeChat
and
messaging.
在Twifer消息关注我们的更新。
Editor's Notes
No way to mute all the groups, 24/7 service, escalation, quality of care
groups have different admin, impossible to coordinate.
groups have different admin, impossible to coordinate.
Added messaging folder on July 27th
Added messaging folder on July 27th
We’re still only solving for internal communication -- But the biggest pain point still remains. Staff add sales leads and VIPs as personal contacts, not on your official account. 我们仍然只是解决内部沟通问题-但最大的痛点还在。员工添加潜在客户和贵宾在个人联系表,而不在你的官方账户。
Assumed adoption, All staff using our Enterprise Account 假定,所有工作人员使用企业帐户
Staff are categorized by department 工作人员按部门分类
Deploy Enterprise Account Apps 部署企业帐户应用程序
Benefits of using WeChat Service Account for one-to-one communication 利用微信服务号一对一沟通的好处
Grata saves the referral and conversation metadata so, for example, contacts from a departing employee can be transferred to her replacement. Grata 保存了参照和谈话的元数据,例如,一个离职的员工的通讯录可以转移到她的替补员工。
Referral and conversation metadata can be used for more targeted outbound marketing 参照和对话的元数据可以用于更具针对性的推播式营销。
Grata can be set to always route back to the last person spoken to, preserving a natural conversation through the Official Account Grata的对话总是可以被设置连接到上一个对话的人,通过官方帐户保留自然会话。
Route to an on-duty manager, filtered by user’s language
消息路径发送给值班经理,由用户语言过滤
Overlapping layers of escalation (radar image?) 24/7
Optimized for teams, more flexible for individual employees 对团队进行优化,对每个员工更灵活
One-to-one messages that go unanswered can be escalated to a colleague from the same team, allowing more responsive service when employees are busy or on leave 一对一的消息没有被回应时,可以升级到同一个团队的一个同事,当员工忙碌或离开时,让更多的服务被响应。
Employees have more flexibility not to add business contacts to their personal contacts until they have validated the quality of the relationship 员工有更多的灵活性,通过验证客户质量来决定是否添加至他们的个人通讯录
Grata can preferentially route to colleagues of the same team based on desktop over mobile to limit work disruptions. Grata可以基于桌面至移动优先路由同一团队的同事,限制工作中断
The Hotel would prefer employees at workstations use their smartphones as little as possible.