Tencent continuously optimises products and services to meet user demands in a timely manner by relying on its cutting-edge online technology, professional service teams, and diversified channels.

Internet services

Tencent has put an effective mechanism in place to improve the quality of our online services. Product Departments of the Company learn about users’ opinions through online surveys, questionnaires, social media platforms, phone calls with users and regular product research. Our Customer Service Department is responsible for handling and answering customers’ complaints and inquiries, as well as coming up with satisfactory solutions. We offer a wide variety of service channels, including but not limited to our official website, interactive voice response system hotlines, self-service tools, real-time online services, Weixin, and in-person meetings, to ensure timely responses are provided for users in need of assistance.

To enhance the customer service experience, Tencent Customer Service has built and upgraded its smart multi-service hotline which relies on intelligent algorithms, voice recognition, and intelligent big data to quickly identify user issues and offer targeted solutions. Users who want to contact customer service representatives can now be directly transferred to one without having to press any buttons, thus optimising the service process and reducing the consultation time for users.

Besides the service hotline, smart online customer service is also an integral part of our customer service system. It centres around solving user’s problems, and we have built a number of entry channels for submitting inquires via Weixin official account, Mini Program and help centre of related products. Through this, we have been able to provide 24/7 support and deliver trusted solutions tailored to users’ specific questions, including answer recommendations and instructional videos. For more complex issues, users may resolve their queries easily by directly clicking on the desired instruction video in the smart chat box, and performing the operations as suggested.

Cloud services

Tencent provides global leading cloud computing, big data, AI and other technological products and services to support enterprises, organisations and individual developers. The Cloud Technology Operation Service Department is responsible for clients’ pre-sales, after-sales, technical delivery consultation and complaint handling. To protect clients' interests, Tencent Cloud takes the following approaches to handle their complaints and inquiries.

• Establish professional technical support teams around the globe to provide clients with targeted and efficient services;
• Continuously optimise client service processes based on best practices to ensure issues are handled in a timely and standardised manner;
• Provide diversified service channels (such as service hotlines, online clients service, exclusive IM groups, and ticket services) through building the ITSM & ITOM platform to form a closed-loop problem solving process;
• Build Tencent Cloud Voice of Users and Tencent Cloud Reporting platforms to listen to users' needs and demand, and optimise products accordingly;
• Build smart client service, smart risk control, smart operation platform, and complaint pre-warning and handling platforms to solve clients’ problems promptly.