China is a market with huge potential for many businesses, especially for WorldFirst - a world-renown international money service provider based in the UK. In order to aid in the effort of expanding their China Market share, WorldFirst requires a communication channel that can handle basic enquiries and easily accessible for all potential Chinese customers. For that purpose, we have built & launched a WeChat chatbot on WorldFirst’s Official WeChat Account.

The chatbot can answer all incoming basic enquiry. If needed, user can choose to escalate the enquiry to a live chat agent. For existing WorldFirst account holder, they will be redirected to customer service officer. For potential customers, the sales leads will be escalated to the sales team that are categorised by region. All types of live chat request will be aggregated to Teamwork app used by all live chat agents. The agents will answer in Teamwork and their replies will be sent to users in WeChat directly. Furthermore, any live chat request can be transferred between CS team and the sales team to follow-up.

Significance

• 76% engagement rate from users
• FAQ handles 64% of the incoming enquiry before being escalated to CS team
• 30% sales leads conversion from WeChat