Routing Before Replying: The Design Step Most Group-Chat Support Setups Skip

Group chats changed where support happens. On WeCom — WeChat Work, the messaging platform a large share of Chinese brands run service on — one customer group can hold hundreds of buyers, and every unanswered "does this come in size L" is visible to all of them. The usual reaction is to drop an auto-reply bot into the group. The bot then answers... Weiterlesen: Routing Before Replying: The Design Step Most Group-Chat Support Setu…