在线客服 (zàixiànkèfú): online customer service

在线客服 covers both human chat agents and the increasingly common AI 智能客服 (smart customer service) on Tmall, JD, Taobao, and Meituan. A signature Taobao gambit: type 转人工 (transfer to human) repeatedly until the bot escalates to a real person — a recurring meme on Chinese internet.

usage

Compare 在线客服 (online live chat) with 客服热线 (customer service hotline, phone), 智能客服 (AI bot), and 人工客服 (human agent). 客服 alone is the catch-all word for 'customer service / CS rep'.