WeChat Enterprise Accounts Guide for Businesses
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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
- 7. WeChat Enterprise Accounts solve many of these problems 微信企业号能够解决这些痛点 www.grata.co grata_co
- 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。
- 12. Batch Import Contacts 批量导入联系人 Grata, All Rights Reserved www.grata.co grata_co
- 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
- 14. Remove DeparCng Employees Easily 一键删除离职员工 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.