The invention relates to the technical field of the Internet, and discloses a customer service method, a management platform, a storage medium and a system. The method includes the following steps: receiving fault information sent by intelligent hardware, and generating a customer service work order according to the fault information; establishing a multimedia communication connection between a customer service worker and the intelligent hardware with a fault according to the customer service work order, so as to realize real-time communication for fault conditions between the customer serviceworker and a user; determining a fault handling solution according to the result of the real-time communication between the customer service worker and the user, and transmitting the fault handling solution to the user or the intelligent hardware; receiving a fault handing result from the user or the intelligent hardware according to the fault handling solution; upgrading the fault if the fault is not removed, generating a maintenance work order, and notifying a maintainer of removing the fault of the intelligent hardware according to the maintenance work order. The method irons out the defects in the prior art, achieves a purpose of providing a satisfactory solution for the user, avoids the decrease of business reputation, and reduces the loss risks of users.