Home » Career Creativity » China » Entrepreneur Feature: Chatting to _____? 聊天到____? by Mikey Chee

Entrepreneur Feature: Chatting to _____? 聊天到____? by Mikey Chee

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Simply print your memories from your phone with WeChat!

 

聊天到打印 Chatting to Print


最近,我们一直可以看到大量致力于开发顶层信使的基础服务和开发人员的涌现。 Facebook Messenger, Slack 和微信等公司就是典范公司,为企业提供将聊天放在首位来吸引用户的平台。

在Fresh Prints酷毙印,我们在微信中已采取这种”先聊天”的方法,为微信中的用户提供简单便捷的照片印刷服务。客户进入我们的微信公众号 (或官服务号),通过单独的 H5 页查看我们自定义的菜单, 并相关连代理/客户体验,切换到键盘开始聊天/订购。用户通过和我们的客服聊天,一个可以提供多样词汇、emoji、名片等的代理,可以体验到一个无痛化订购系统。 

Recently, we’ve been seeing a huge influx of message based services and developers that are building on top of messenger. Facebook Messenger, Slack and WeChat are examples of companies that are providing the platform for companies to engage users by putting chat first.

At Fresh Prints, we’ve taken this “chat first” approach to provide simple photo printing services to users within WeChat. Customers enter our WeChat Service Account (or Official Account), review our custom menu through separate H5 pages, connect with an Agent/Customer Exp. and switch to the keyboard to begin chatting/ordering. Users are able to experience a painless order system by chatting with a representative that can provide communication using a mix of words, emojis and cards.

以下是几件事情是我们创办Fresh Prints酷毙印以来得到的关于聊天一端的经验,很乐意与community分享。

  • 照片打印很明确的并没有消亡,并且用手机拍摄的照片是有一定珍贵性,我们确实愿意将他们打印出来

  • 与真实的客服交谈从客户体验上讲是十分必要的。无论我们多么想要利用bot自动化会话系统和自动回应,但是说到底,用户还是希望寻求与人交谈

  • emoji可以很容易中和,减少负面情绪或在聊天时增添情感价值

  • 将品牌本身与聊天相融合,发展一个品牌的”基调”很重要。选择一种正向的基调,可以帮助你减少强硬,扭转不满意的客户

  • 微信支付和在一个支付平台上(一体化)的整体生态系统,已经使客户更容易地转换为付费用户。“Tap-to-pay” “点击即支付” 代替 “Click-to-buy” “一触即购买”

Below are a couple of things we learned starting Fresh Prints that I’d love to share with the community building on top of chat

  • Photo printing is most certainly not dead and the photos we take with our smart phones hold only a few gems we’d actually want to print out
  • Conversation with an agent is necessary for a good UX. No matter how much we tried to automate the system with bot like conversation trees and automated responses, at the end of the day users are seeking conversation with a human.
  • Emojis can easily neutralize, reduce negative blow or add emotional value during conversations
  • Developing a brand “voice” is important when mixing brand and chat together. Choosing a voice can help you navigate bullies or turn around dissatisfied customers.
  • WeChat payment and an entire ecosystem on one payment platform has made it easier for customers to convert to paid users. “Tap-to-pay” instead of “Click-to-buy”

交互和参与 Interaction and Engagement

从我们已经进行的调查研究得知,Fresh Prints酷毙印 可能是第一家在东部地区,通过聊天方式,而不是把客户再转到网页上进行上传照片或者下单,来简化照片打印流程的照片打印公司。不管我们是不是第一个,我们很确信我们绝对不是最后一个。Facebook 和Telegram Bots拥有类似的”Noah.Fine”和”PrintPicBot”就是例子。都试着利用聊天帮助打印照片。唯一的区别可能就是与用户通信的代理资源。

From what we‘ve researched, Fresh Prints may be the first company in the East to simplify photo printing via Chat and not convert customers to a website to upload/order. Whether we are the first or not, we are most definitely not the last. Facebook and Telegram Bots such as “Noah.Fine” and “PrintPicBot” are examples of other companies looking to take advantage of chat to help print photos. The only difference may be the resource of agents to communicate with users.

Facebook Bot 🙁

Bot/AI 技术正在成为messenger世界的热点问题,我们只刚刚看到起始。我们肯定要有一个长期目标,在 bot 交流和人情味之间找到平衡,使更多的用户下移到我们的传递途径。

Bot/AI technology is becoming a hot topic in the messenger world and we are only starting to see the beginning. We definitely have a longterm goal in finding a balance between a bot introduction and a human touch to move more users down our pipeline.

建立关系 Building Relationships

正帮助我们了解一件事情,或两个,关于我们的核心客户和一些他们非可区分的特征。在聊天中,你和你的客户都藏于玻璃屏幕之后,但对话是非常真实的。 

一位我们的回头客,我们的第一次接触是起始于小狗的话题。后一提他们的小狗看起来很像我们办公室的杂种狗,我们进行了 10 分钟的交谈,关于在中国照看宠物。自从我们开始业务,他们总共加起来下了 8 次单。聊天不允许你只是有发个声音而已,而是要与您的客户建立更牢固的关系因为毕竟,当下我们有些人正处于孤独,需要有人来聊聊。

Chat has helped us learn a thing or two about our core customers and some of their non distinguishable traits. In Chat, both you and your customers hide behind glass screens, but the conversations can be extremely real.

One of our repeat customers first engagement ended up in a conversation about puppies. After mentioning their puppy looks exactly like our office mutt, we broke into a 10 minute conversation about taking care of pets in China. They ended up ordering 8 times since we’ve started our business. Chatting doesn’t allow you to just have a voice, but build a stronger relationship with your customer. Because after all, some of us are down right lonely and need someone to chat with.

与 Fresh Prints酷毙印 相伴是一段段有趣的旅程,我们很高兴能继续向大众市场提供简单快捷的照片打印服务。我们 B2B 和 B2C 的客户给了我们信心,聊天是首选的平台并且是无痛化使用的。我们期待着在未来为大家提供更多关于我们创办的见解和故事。

Starting Fresh Prints has been an interesting ride and we’re excited to continue providing simpler photo printing for the mass market. Our B2B and B2C customers have given us faith that Chat is the preferred platform and painless to use. We’re looking forward to providing more insights in the future about our start up.

This article was written by Fresh Prints Founder Mikey Chee

Mikey Chee

 

了解更多 Fresh Prints, 扫描QR下面, 开始订购礼物送给你的朋友或用你最喜欢的记忆装扮你的公寓吧。

To learn more about Fresh Prints, Scan the QR below and start ordering gifts for your friends or decorate your apartment with your favorite memories.

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