Many companies think a service account and three bottom menus equal mobile business. Menus are good at “sending people who already follow you somewhere.” The question is where. Typical result: About opens an expired article, the product manual is a PDF that only works on a PC, Contact Us asks you to long-press a phone number. After those three steps the customer finished nothing. That is a dead end.
Official accounts fit notice and content. Booking, points, redemption and logistics need login, stock and order state. H5 chained from a menu is hard to keep alive. Change the link and the menu points at a 404. When H5 alone is enough. See Is H5 enough on its own. Put promotion in the menu and work in a mini program so they stay distinct. Brochure versus tool is in Brochure mini program versus a work tool.
A follow relationship is not a work entry
People who do not follow you cannot open your menu. New customers from a poster, SMS or store code should land in a mini program—not be asked to follow and then get lost. Suppliers will not follow a brand account to settle. See How supplier orders and settlement should run. Store clerks need redemption, not another brand story. See How to design store redemption and reordering.
If you already have an official account, do not throw it away. Change “Book / Member / Lookup” to open the mini program. Article endings point at the same entry. DaXi will make official account, mini program and back office one membership—not three unrelated phone books. To change the menu structure, go to the Apps & Mini Programs and say where the three menus currently point. How to pick the main entry. See Mini program or APP as the main entry.
A dead end can look polished: the menu opens a beautiful long image. An image cannot submit, carry login or redeem. Forward it to Moments and it is still a picture. The customer still calls. Locking work in an image is the same failure as locking it in expired H5. If customers need self-serve status, the entry must come back with order state. See Why customers need a self-serve status page.
When ops staff change, the menu is the first thing that gets scrambled. Without a document, the new person turns “Book” into a campaign page, the mini program entry vanishes and data drops. Write menu items as fixed jumps. Campaigns open only inside the mini program so the structure survives a handover.
Hand over menus, auto-replies and old articles as entries
Menus that keep changing with no back office will point at someone’s experiment page after a handover. Write the entry into the handoff—not into one person’s official-account permission. Auto-reply “reply 1 to proceed” is another dead end: keywords expire and users forget. A page that can submit is more stable than a password.
Spot-check old links in history articles. Searching “book” into a 404 hurts more than no menu. Change what you can to a mini program; delete the rest. If “live support” in the menu is a personal WeChat ID, the business dies when that person leaves. Attach it to a role account or mini-program support that can match an order number.