A Step-by-Step Guide to Delivering Professional Enterprise WeChat Services

在数字化转型的浪潮中，企业微信作为一款强大的工具，正在帮助越来越多的企业提升效率、优化管理。然而，如何将企业微信的功能真正落地，实现从“工具”到“生产力”的转变，是许多企业面临的挑战。今天，我们就来深入探讨企业微信服务交付的全流程，手把手教你如何交付专业服务，让企业微信成为企业发展的助推器。

一、专业服务的四大步骤：从沟通到回访的闭环管理 

1. Four Key Steps of Professional Service Delivery: A Closed-Loop Process from Communication to Follow-Up

前置沟通：打地基，明确需求是关键 

Pre-Service Communication: Laying the Foundation by Clarifying Needs

“磨刀不误砍柴工”，在服务开始前，与客户进行深入的沟通是必不可少的。了解客户的行业特点、业务模式、决策链路等信息，就像为一栋大楼打下坚实的基础。通过提前约定服务环节、时间、时长等细节，确保双方对服务有清晰的共识。 

“Sharpening the axe saves time when cutting wood.” Before service delivery begins, in-depth communication with the client is essential. Understanding the client’s industry characteristics, business model, and decision-making processes is like laying the foundation for a building. By clarifying service details such as scope, timeline, and duration, both parties can align on expectations.

一个小技巧是通过六个关键问题快速挖掘客户需求：您购买服务的核心问题是什么？问题出现的时间及影响？之前的解决方案及效果？本次服务的关注点？涉及的部门？企业微信的使用情况及卡点？ 

A useful tip is to ask six key questions to uncover client needs: What is the core issue you want to solve? When did the issue arise, and what impact has it had? What solutions have you tried before, and how effective were they? What aspects of this service are you most focused on? Which departments are involved? How is your company currently using Enterprise WeChat, and what challenges have you encountered?

专人上门，专业配置：面对面，建立信任与解决问题 

On-Site Configuration: Building Trust and Solving Problems Face-to-Face

当一切准备就绪，服务人员上门配置就成为了关键一步。专业形象是第一步，正式的自我介绍、身份验证，以及过往经验的分享，能迅速建立客户的信任感。 

Once preparations are complete, on-site configuration becomes critical. A professional image is key. A formal introduction, identity verification, and sharing of past experience can quickly build client trust.

在配置过程中，根据客户关注度和功能优先级灵活调整配置顺序。如果客户对会议功能特别关注，那就先从会议功能入手，让客户立刻看到效果。 

During configuration, adjust the order based on client priorities and functional importance. If the client is particularly focused on meeting features, start there to deliver immediate results.

集中培训，现场答疑：知识传递，让客户轻松上手 

Training and Q&A: Knowledge Transfer to Make Clients Feel at Ease

培训是服务交付中的重要环节。一个好的培训，应该像讲故事一样，有顺序、有场景、有交流、有实操。从重要到次要，从常用到少用，从基础到深入，这种层层递进的方式能让客户更容易理解和接受。 

Training is a critical part of service delivery. A good training session should be structured like a story, with logical flow, real-world scenarios, interactive exchanges, and hands-on practice. Starting with the most important and frequently used features, and progressing to less common and advanced ones, helps clients grasp the material more easily.

服务评价，定时回访：反馈与优化，持续提升服务质量 

Service Evaluation and Follow-Up: Feedback and Optimization for Continuous Improvement

服务结束后，及时获得客户的反馈是改进服务的关键。通过数字化的服务评价表，量化客户满意度，分模块定位问题，能让你清楚地知道服务中的优点和不足。 

After service delivery, obtaining timely feedback is essential for improvement. Use digital evaluation forms to quantify client satisfaction and pinpoint issues in specific modules, allowing you to clearly identify strengths and weaknesses.

定时回访则是服务的延续。每月两次线上问询，一次线下回访，不仅能帮助客户解决新问题，还能介绍新功能，让企业微信的价值不断放大。 

Regular follow-ups extend the service lifecycle. Two online check-ins and one offline visit per month can help resolve new issues and introduce new features, maximizing the value of Enterprise WeChat.

二、专业服务的四大标准：交付完整、客户满意、问题解决、使用度提升 

2. Four Standards of Professional Service Delivery: Completeness, Satisfaction, Problem Solving, and Usage Improvement

交付完整度：九大核心功能，一个都不能少 

Completeness of Delivery: All Nine Core Features Must Be Covered

根据客户需求和约定内容，提前准备《服务自查表》，确保九大核心功能的交付和教学。从建立企业微信通讯录到试用微信互通功能，每一个功能都是企业数字化转型的重要拼图。 

Based on client needs and agreed-upon content, prepare a service checklist in advance to ensure all nine core features are delivered and taught. From setting up the Enterprise WeChat address book to testing the WeChat interconnection feature, each function is a critical piece of the digital transformation puzzle.

客户满意度：观察与反馈，了解客户的内心世界 

Client Satisfaction: Observing and Gathering Feedback to Understand Client Sentiments

客户满意度是衡量服务成功与否的重要指标。通过观察客户的语言表达、微表情、微动作等，你能捕捉到客户的真实感受。 

Client satisfaction is a key metric of service success. By observing verbal cues, micro-expressions, and body language, you can gauge the client’s true feelings.

问题解决度：从沟通到结束，全程无死角 

Problem Resolution: Comprehensive Support from Start to Finish

问题解决度贯穿服务的始终。在前置沟通时，提前准备，完美解答客户的困惑；在现场服务时，实事求是，尽力解答客户的提问；在服务结束后，确认遗留问题，及时回复。 

Problem resolution runs through the entire service process. During pre-communication, prepare thoroughly to address client concerns perfectly. On-site, answer questions honestly and comprehensively. After service, confirm unresolved issues and respond promptly.

企微使用度：21天适应期，让工具成为生产力 

Enterprise WeChat Usage: The 21-Day Habit-Building Principle

“习惯成自然”，帮助客户度过21天的适应期是提升企业微信使用度的关键。通过在服务后的不同时间节点与对接人沟通使用情况，引导客户真正用好会议、文档、日程、互通等功能。 

“Habits become second nature.” Helping clients through a 21-day adaptation period is key to boosting Enterprise WeChat usage. Communicate with key contacts at different intervals after service delivery to guide clients in effectively using features like meetings, documents, schedules, and interconnection.

三、如何帮客户做企业微信上线推广：解决阻力，让工具落地生根 

3. How to Promote Enterprise WeChat Adoption: Overcoming Resistance and Ensuring Tool Implementation

阻力一：员工不想用——动力不足，如何激发？ 

Resistance 1: Employees Don’t Want to Use It – Lack of Motivation

员工不想用企业微信，往往是因为缺乏动力。换位思考，从员工的角度出发，沟通使用企业微信的好处，比如提升工作效率、简化工作流程等。 

Employees often resist using Enterprise WeChat due to lack of motivation. Empathize by highlighting benefits from their perspective, such as improved efficiency and streamlined workflows.

阻力二：员工不会用——培训缺失，如何补足？ 

Resistance 2: Employees Don’t Know How to Use It – Lack of Training

缺乏培训指导和随手可得的说明材料，是员工不会用企业微信的主要原因。定期组织线上或线下的培训和答疑会，能帮助员工快速掌握企业微信的使用技巧。 

The main reason employees struggle with Enterprise WeChat is a lack of training and accessible reference materials. Regular online or offline training sessions and Q&A meetings can help employees quickly master its features.

阻力三：员工不常用——旧习难改，如何引导？ 

Resistance 3: Employees Don’t Use It Often – Habits Die Hard

旧习难改是员工不常用企业微信的顽疾。将员工的日常事项迁移到企业微信上，比如考勤、审批等，能提升使用频率。 

Old habits die hard, which is why employees may not use Enterprise WeChat frequently. Migrating daily tasks like attendance and approvals to Enterprise WeChat can increase usage frequency.

四、如何挖掘后续商机：从服务中发现价值，拓展合作 

4. How to Uncover Follow-Up Business Opportunities: Finding Value in Service Delivery

识别商机：业务类型与公司规模，洞察潜在需求 

Identifying Opportunities: Business Type and Company Size Reveal Hidden Needs

根据客户的业务类型和公司规模，判断其可能需要的深度服务。制造/工厂行业可能需要供应链管理的上下游模块配置和培训；门店/零售行业可能需要互通模块配置和私域培训。 

Based on business type and company size, identify potential needs. For example, manufacturing companies may require supply chain management modules, while retail businesses might need interconnection modules and private domain training.

制造商机：传递新信息，消除“不知道”的盲区 

Creating Opportunities: Sharing New Information to Eliminate the “I Didn’t Know” Blind Spot

70%的客户说“不需要”，往往是因为他们“不知道”。传递新信息是消除这一盲区的关键。 

70% of clients say “no” because they “don’t know.” Sharing new information is key to eliminating this blind spot.

转化商机：目标、案例、关单，步步为营 

Converting Opportunities: Goals, Case Studies, and Closing Deals, Step by Step

转化商机需要一个系统的过程。首先，画目标，确认客户需求，拉齐共同目标，增加用户信心。然后，秀案例，展示同行案例，透露数据效果，勾起客户胜欲。接着，强关单，突出时机紧迫，利用服务信任，适当增加福利。 

Converting opportunities requires a systematic approach. First, clarify goals by confirming client needs and aligning objectives. Then, showcase case studies from similar industries, revealing data-driven results to spark client interest. Finally, close deals by emphasizing urgency, leveraging service trust, and offering additional benefits.

结语：企业微信服务交付，从专业到卓越 

Conclusion: Enterprise WeChat Service Delivery – From Professional to Exceptional

企业微信服务交付不仅仅是一次简单的工具配置和培训，而是一次深度的客户陪伴和价值创造。从前置沟通到服务评价，从阻力解决到商机挖掘，每一个环节都蕴含着提升客户体验和实现业务增长的机会。 

Enterprise WeChat service delivery is more than just tool configuration and training; it’s about deeply accompanying clients and creating value. From pre-communication to service evaluation, and from overcoming resistance to uncovering opportunities, every step holds the potential to enhance client experience and drive business growth.