The invention provides a customer service method, system, equipment and storage medium. The method comprises the following steps: judging a service request mode and reading first user information corresponding to a service request signal after receiving a service request signal of a user side, distributing at least one customer service side, providing second user information matched with the firstuser information for the customer service side in the connection while establishing the first connection of the user side and the customer service side, thereby enabling the customer service side toinitiate the service way more meeting the user requirement according to the selection of the second user information, namely, realizing the switching of call, IM, VOIP modes in the communication process of the customer service side and the user side, wherein the manpower resource is saved while guaranteeing more precision of the customer service. Through the customer service method provided by theinvention, the call service mode, the IM service mode and the VOIP service mode are all taken into consideration, and the three modes can be conveniently switched, the advantage of each service modeis realized, and the disadvantage of each service mode is avoided.