Several ways to implement customer service functions in WeChat H5
This article mainly focuses on the customer service function in WeChat webpage H5
1. Use WeChat customer service interface and conversation interface
Service account message customer service, when the user interacts with the official account with a specific action (the user sends a message/clicks on the custom menu/follows the official account/scans the QR code), WeChat will push the message data to the developer, and the developer can Call the customer service interface within a period of time and send a message to ordinary users by POSTing a JSON data packet.
docking process
The WeChat server will first POST the message to the URL filled in by the developer. If you want to forward the message to the customer service system, the developer needs to return a message with MsgType of transfer_customer_service in the response package. After receiving the response, the WeChat server will send the message to the customer service system. The message is forwarded to the customer service system.
https://developers.weixin.qq.com/doc/offiaccount/Customer_Service/Forwarding_of_messages_to_service_center.html
Advantage
- Simple
Disadvantages
- The experience is not good: the conversation interface cannot be opened directly on the web page. The solution is to jump to the official account page through the page link.
- Requires WeChat authentication and customer service interface permissions
2. Use WeChat intelligent conversation interface
docking process
https://developers.weixin.qq.com/doc/aispeech/confapi/INTERFACEDOCUMENT.html
Advantage
- Officially authorized by WeChat: The only intelligent robot platform officially authorized by WeChat that can access corporate WeChat, public accounts, and mini programs to provide user services.
- Improve customer experience: Through intelligent dialogue interfaces, more intelligent and personalized customer service services can be achieved to improve customer experience.
- Developers can configure advanced skills to implement more complex dialogue functions such as multi-round conversations, information queries, and even simple games. When configured responses cannot meet the user's question needs, users can use manual processing to achieve one-on-one answers to customer service .
3. Customer service application of enterprise WeChat
docking process
https://work.weixin.qq.com/nl/act/p/3f8820e724cb44c5
Advantage
- Multiple docking methods: The customer service application of Enterprise WeChat supports multiple docking methods, such as web pages, official accounts, and mini programs
- Directly pull up: directly open the dialogue interface through the H5 page link or button
- More features: Supports more advanced enterprise features
Disadvantages
- Reply to messages using WeChat Business
4. Connect with third-party customer service systems
Implementation method: In the custom menu or graphic message of the WeChat official account, add a link or button to the H5 page of the online customer service system. After users click on the link or button, they will jump to the online customer service system for online consultation or communication.
Advantage:
- High flexibility: You can freely customize the appearance and functions of the online customer service system, consistent with the company's personalized UI interface style.
- Simple access: No interface development is required. Generally, online customer service systems can provide standard conversation URLs for embedding, which can be bound through the menu editing of the WeChat public account.
Disadvantages:
User experience: You cannot directly send and receive messages in the native chat box of the WeChat official account.
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