日前抖音集团方面宣布，为进一步提升服务体验、增强用户防骗意识，自今年12月起，抖音平台将官方人工客服外呼及短信通道统一至95152，以便用户识别。这意味着今后用户接听到的来自抖音的正式客服来电、收到的官方短信，均将源自这一号码。换而言之，如接到非95152号码却自称“抖音客服”的来电则需保持高度谨慎，尽快进行验证核实。
抖音集团方面表示，当前打着平台“客服”幌子进行诈骗的现象仍时有发生，例如一些诈骗分子会假冒“抖音客服”，谎称为用户取消所谓“抖音会员”“百万保障”等子虚乌有的扣费服务，继而诱导用户下载手机第三方软件，进行屏幕共享、远程控制窃取手机账户内钱财。针对这类问题，95152可解决用户难以识别来电或短信是否为抖音官方人工客服的痛点。
除验证诈骗相关内容外，用户不论是遇到账号及短视频、直播相关的问题，还是需要进行抖音电商或生活服务相关的消费购物咨询，都可拨打95152解决。但抖音钱包/支付业务以及平台安全举报类业务，仍将使用独立服务号码。
对此抖音集团方面指出，这意味着95152已成为连接用户与抖音官方服务体系的“一站式”枢纽。抖音方面相关人士表示，此举旨在从源头上减少因多个客服号码并存可能带来的混淆，增加诈骗分子“仿冒抖音客服”的难度，为用户提供更清晰、便捷、可靠的服务体验。
据悉，在将官方人工客服外呼及短信通道统一至95152的同时，抖音方面也在站内为用户提供了“验证助手”等验证官方客服来电真实性的工具。
据了解，一方面用户可在“验证助手”页面查看官方客服通话或短信等联系记录；另一方面，在官方客服外呼过程中，客服会报出“专属口令”，用户可随时在“验证助手”界面核验口令是否一致。此外，新增的“官方外呼状态查询”功能还可向用户实时显示其与官方客服沟通状态，如抖音客服正在外呼，页面会提示“您正在和客服通话中”并显示口令；若无外呼，页面则会明确提示“客服现在没有给您打电话”。
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