Customer Service
Talk like a local. Serve like they expect. Turn queries into conversions.
Some of Our Clients
Why Customer Service Matters
Chinese users are used to instant responsiveness. Brand chat in China works like day-to-day conversation, so they expect solutions fast and clearly. If they send an enquiry and hear nothing back, they lose confidence. Not just in that touchpoint, but in your entire brand. In a market where negative word of mouth travels fast, poor service can kill trust before you even had a chance.
Why Choose Jeffery Group
You want support that feels like talking to a domestic brand, not a foreign one fumbling through translation and delay.
Service Over WeCom / WeChat On Familiar Ground
Users already use WeChat daily. We help you operate via WeCom (the verified enterprise version integrated with WeChat) so they can message your brand naturally. No extra apps, no friction.
FAQ Built Around Real Questions, Not Assumptions
Rather than generic Q&A, we build a knowledge base from real user inquiries tied to your offerings. So your replies feel relevant, helpful, and immediately useful.
Dedicated 1v1 Human Support
Sometimes the question demands a human. We supply trained agents working Chinese business hours to engage personally, handle doubts, and bridge hesitation into action.
Live Event Support, Instant Clarification, No Dropouts
During webinars or live sessions, questions fly fast. We embed real-time customer service to answer, correct misunderstandings, and keep momentum going.
What We Offer in Customer Service
1. WeCom (enterprise WeChat) account setup, verification, and integration
2. Branded FAQ development, cleaning and updates
3. 1-on-1 bilingual chat support during China’s business hours
4. Live customer service during events, webinars, launches
5. Performance analytics: response times, issue types, resolution rates
6. Escalation handoff to your internal team when needed
Frequently Asked Questions
Why use WeCom / WeChat for service? Why not email or web chat?
Chinese users skip email. They are accustomed to messaging in apps like WeChat. Service via WeCom feels instant, familiar, and trustworthy.
Can my brand manage without Chinese staff on support?
You can, but responses must feel native. Even if overseas staff handle it, replies must be fluent, culturally attuned, and fast. Otherwise users sense foreignness and hesitate.
Will scripted replies work?
For basic questions, yes. But for higher engagement or more complex queries, human responses are still more trusted. Bots help, but people close the deal.
Should customer service be in Chinese only?
Your frontline support must be in natural Chinese. If you cater to international users too, offer bilingual options. But users messaging in China expect Chinese answers.
What is an acceptable response time?
Within a few minutes is expected. Delays over an hour feel unresponsive in China’s service culture. Fast, clear replies build trust.
