Proactive customer service actions must also be based on a correct understanding of consumers. Every consumer has unique habits, preferences and problems, and 76% of consumers feel that a lack of personalized communication from brands would frustrate them. The so-called personalization refers to:
Communicate using the consumer’s preferred channel
Obtain the first-party data of the consumer
Provide a personalized experience exclusive to this consumer
In Taiwan, the communication channel preferred by most consumers is LINE. As a conversational app, LINE has a higher penetration rate and usage rate in Taiwan than FB, IG and other channels that focus on lebanon whatsapp phone number social media functions, and it is also more private and personal. In the Taiwan market, more CRM member-operated tools choose to focus on LINE instead of FB and IG. Therefore, LINE has become the most convenient channel for collecting first-party customer data .
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For the CAAC customer service system developed by Crescendo Labs, compared with competing products Super8 and Omnichat, the depth of "conversation management" in the LINE official account channel is not only ahead of the industry, but can also be used across platforms and collected from the MAAC marketing platform . A massive amount of first-hand consumer information and focus labels are available . In other words, the dialogue between customer service and sales can be based on richer and more accurate data to proactively target customers in a personalized manner. In addition, it also responds to the needs of enterprises and consumers to achieve omni-channel integration, and even has SMS channel marketing and promotion functions that competing products do not have .