Upgraded Keyword Reply Function Reduces Customer Service Labor Cost by 70%

Author:JINGdigital

3 MIN READSep 30, 2018 B2B companies usually have hundreds or thousands of product categories. Traditionally, clients have to search for their desired products, which is a time-consuming and inconvenient process. Meanwhile, preparing customized product introductions for different customer needs is also labor-intensive. JINGdigital upgraded the basic WeChat keyword reply function by introducing automated marketing technology. The ChatBot will automatically send the matching product information to the follower based on the keyword — it could be an exact match or a close match. This solution reduces the workload of human customer service and increases follower engagement. Meanwhile, the WeChat official account becomes an encyclopedia of the brand products. Here we will show you a customer use case of the keyword function empowered by JINGdigital’s automated marketing technology. Customer Background:This company is a leader in the global scientific service industry, which has hundreds of lines and each line has thousands of products. Challenges:There are many followers who ask for product information in the brand’s WeChat Official Account. Therefore, the brand needs to cover a wide range of keyword and a close match of the customers’ input, which the basic keyword function provided by WeChat couldn’t satisfy. As a result, the brand needs to invest in a large amount of manpower to reply. Solutions:With the upgraded auto-reply function, the follower can enter either the product name or number, based on which the system will automatically reply with the product info. Scenario 1: Keywords Found in Exact MatchThis is the most probable scenario for users who already have an understanding of the product.When followers input exact keywords, the brand can give the follower the product information that he/she wants. Perfect! Scenario 2: Keywords Found in Close MatchThis scenario is probable for followers who do not know much about the product, with limited knowledge of the product category or some related information.When followers enter keywords about a certain product, using JINGdigital technology, the followers will be presented with the top 25 products that might be related to the keyword. If their desired product is not included in these 25 products, followers will be instructed to enter more precise keywords to help them find the products that they desire. Scenario 3: Keywords Failed MatchThis scenario occurs when followers enter keywords and cannot find their desired products using the keyword match function. At this time the follower is directed to an automatic conversation that leads the followers to leave their mobile numbers, so they can be taken over by human customer service staff. JINGdigital’s upgraded keyword reply solution enables the brand’s customers to search with ease, while greatly reduces costs for human capital.

B2B companies usually have hundreds or thousands of product categories. Traditionally, clients have to search for their desired products, which is a time-consuming and inconvenient process. Meanwhile, preparing customized product introductions for different customer needs is also labor-intensive.

JINGdigital upgraded the basic WeChat keyword reply function by introducing automated marketing technology. The ChatBot will automatically send the matching product information to the follower based on the keyword — it could be an exact match or a close match. This solution reduces the workload of human customer service and increases follower engagement. Meanwhile, the WeChat official account becomes an encyclopedia of the brand products.

Here we will show you a customer use case of the keyword function empowered by JINGdigital’s automated marketing technology.

Customer Background:

This company is a leader in the global scientific service industry, which has hundreds of lines and each line has thousands of products.

Challenges:

There are many followers who ask for product information in the brand’s WeChat Official Account. Therefore, the brand needs to cover a wide range of keyword and a close match of the customers’ input, which the basic keyword function provided by WeChat couldn’t satisfy. As a result, the brand needs to invest in a large amount of manpower to reply.

Solutions:

With the upgraded auto-reply function, the follower can enter either the product name or number, based on which the system will automatically reply with the product info.

Scenario 1: Keywords Found in Exact Match

This is the most probable scenario for users who already have an understanding of the product.

When followers input exact keywords, the brand can give the follower the product information that he/she wants. Perfect!

Scenario 2: Keywords Found in Close Match

This scenario is probable for followers who do not know much about the product, with limited knowledge of the product category or some related information.

When followers enter keywords about a certain product, using JINGdigital technology, the followers will be presented with the top 25 products that might be related to the keyword. If their desired product is not included in these 25 products, followers will be instructed to enter more precise keywords to help them find the products that they desire.

Scenario 3: Keywords Failed Match

This scenario occurs when followers enter keywords and cannot find their desired products using the keyword match function. At this time the follower is directed to an automatic conversation that leads the followers to leave their mobile numbers, so they can be taken over by human customer service staff.

JINGdigital’s upgraded keyword reply solution enables the brand’s customers to search with ease, while greatly reduces costs for human capital.