The present invention discloses a multi-access customer service system and a method thereof. The system comprises an access module, a data parsing module, a customer service module and a service module, wherein the access module is configured to receive various kinds of request information from a terminal device and transmit the request information to the data parsing module; the data parsing module is configured to parse and identify the request information and transmit the parsed request information to the service module or the customer service module; the service module is configured to generate corresponding service information by executing service logic and transmit the service information to the terminal device; and the customer service module is configured to access a customer service agent to make the customer service agent exchange information with the terminal device. The invention is flexible, easy and convenient, with enriched service contents, enhanced integration and convenience of the customer service system; thus obviously improves the service efficiency and service quality and provides a user with a more convenient, fast and humanized service.