OakMega 2022 Q4 White Paper: One-Stop LINE Marketing, Sales, and Customer Service Experiences with Social CRM

OakMega offers brands the most complete Social CRM service, building comprehensive first-party data through messaging apps and helping brands cultivate loyal VIP customer relationships. Our latest white paper, “The Complete Guide to LINE Social CRM Use Cases,” presents industry success stories across three scenarios (marketing, sales, and customer service) to show how to run customer acquisition and sales conversion end to end on LINE. As a wave of inflation hits, it helps brands use resources more efficiently, maximize sales, and stay competitive.

As Inflation Surges, Businesses Must Adapt Fast

Persistent inflation is driving up capital spending and labor costs. With marketing and sales budgets likely to shrink rather than grow, how can businesses allocate their people and use a data-driven approach to identify valuable prospects and active existing customers to sustain sales?

Applying a first-party data mindset through CRM to grow the share of loyal customers, and in turn raise Customer Lifetime Value, is an effective way for businesses to ease soaring costs and weather inflation. Social CRM emerged in an era of fragmented customer touchpoints and blended consumer journeys. Building on customer data management, it broadens the scope of data collection so every record can be captured, organized, and reused in real time, helping brands fully understand customer needs and reach them precisely.

LINE Social CRM: One Stop for Marketing, Sales, and Customer Service

OakMega's latest 2022 Q4 white paper, “The Complete Guide to LINE Social CRM Use Cases,” uses the biotech and pharmaceutical, automotive, and B2B industries as customer service, marketing, and sales scenarios. For each, it examines the current situation and pain points, aligns them with brand business goals and strategies, and then explains the solutions Social CRM provides and the results achieved.

Chapter 1: Customer Service in the Biotech and Pharmaceutical Industry

In the biotech and pharmaceutical industry, medical aesthetics brands place great importance on customer service. They aim to provide the most suitable consultation in the shortest time so every customer gets an effective treatment that delivers results.

The brand found that customers loved asking all kinds of questions through its LINE Official Account. In the past, however, the limited interface and features of LINE's native admin console, combined with a customer service workflow that couldn't handle a flood of messages in a short time, meant inquiries weren't routed to the right agents in time, and customer needs went unresolved.

LINE Official Account Membership Strategy: Build VIP Fan Relationships Through One-on-One Chat in Three StepsIf brands running a LINE Official Account understand the behavioral profiles of different friends, they can customize messages, respond to friends' questions in real time, and deliver precise segmented messaging. Building on this, they can even turn LINE friends into loyal VIP fans and start deepening member relationships.https://oakmega.com/blog/3-steps-to-do-customer-service-on-line

OakMega helped the brand optimize its existing customer service workflow with Social CRM, build a professional in-house customer service team, and assign new-customer inquiries by store. In the admin console, the team can view conversations by status, including “To do,” “In progress,” and “Done,” and route them instantly with store tags. This streamlined customer service, cut the required staff in half, and grew the conversion rate of new-customer inquiries sixfold. Complete data records also make subsequent segmented messaging more effective, extending the customer engagement journey.

OakMega 2022 Q3 White Paper: The Complete Guide to CRM for the Biotech and Pharmaceutical IndustryOakMega offers brands the most comprehensive Social CRM service, helping them build loyal VIP relationships with customers through messaging apps and establish complete first-party data. Our latest white paper, “The Complete Guide to CRM for the Biotech and Pharmaceutical Industry,” focuses on biotech and pharma, exploring industry trends in the post-pandemic era as telemedicine and online consultations rise, and charting the path to OMO (Online Merge Offline) integration of doctor-patient relationships. The white paper prescribes digital transformation remedies for common symptoms, explains why Social CRM effectively addresses today's digital transformation challenges, and shares insights from OakMega as a leading Social CRM provider deeply rooted in the biotech and pharma industry.https://oakmega.com/blog/q3-2022-white-paper-overview-social-crm-for-pharmaceutical-industry

Chapter 2: Marketing in the Automotive Industry

Car sales face fierce competition and the marketing challenge of losing new customers. Fragmented prospect behavior and blended customer touchpoints make it hard for car brands and their dealers to capture customer data such as preferred models and budgets, and the acquisition cost of existing marketing strategies keeps climbing.

With long sales cycles, car brands have begun exploring new channels to acquire customers more efficiently. LINE is the most widely used messaging app in Taiwan, and OakMega provides a solution that optimizes dealer sales and test-drive processes. It integrates communication channels with dealers, gives brands control over first-party customer data, expands the pool of prospects, delivers a consistent brand experience to owners and non-owners alike, and nurtures VIP owners into repeat buyers.

Through visual multi-page messages delivered with each round of segmented messaging, brands can map customers' preferences for different models and styles, then retarget them using the tags applied. For test drives, automated journeys paired with a single form handle OMO registration and booking, the test-drive experience, and one-on-one service from sales reps. This improved sales service efficiency and cut data entry time. KYC data was collected from more than 10,000 car owners, and subsequent conversion rates rose 15%.

For exclusive owner services, a rich menu turns LINE into a dedicated Mini App for car owners. After owners are automatically verified through a LINE form, everything from purchase and delivery to maintenance and repairs, customer support (FAQ), and other value-added services is available in one place. Data also flows back to the existing CRM database in real time.

A Solution Built for the Automotive Industry: A Dedicated Mini App for Car Owners That Captures Every Need Across the Car Sales ProcessWith a single platform, track every step of the car sales process in real time while integrating journey data from different target audiences to increase the customer value of car owners.https://oakmega.com/car-company-solution

Chapter 3: Sales in the B2B Industry

B2B sales in traditional industries rely on branch offices and sales teams. Headquarters only sees overall sales, not precise data for individual items, let alone a complete, usable set of customer data. As traditional sales faces the challenge of digital transformation, along with the risk of losing customer data when staff leave, OakMega helps brands take their first step toward hybrid sales with a LINE Official Account.

The Data Skills Brand Sales Need in 2022: Boost Conversion Rates with Social CRMWhether you sell for a B2B or B2C brand, you've probably faced the same problem: “It's getting harder to understand customer behavior, and that's hurting my sales performance.” Mobile devices have fragmented the customer journey. Third-party cookies once helped track customer data, but they are being phased out in the foreseeable future due to privacy concerns. The pandemic has accelerated this fragmentation, and today's customers spend more time online and complete purchases there.https://oakmega.com/blog/social-crm-trean-2022-for-sales-representative

A website booking system integrated with LINE shortens the process for sales reps to reach customers. After customers click to book or buy, the information they submit appears in real time via API in the brand's admin console and on the phones of the responsible sales team, so reps can engage with customers immediately. Lead collection became four times more efficient, and the sales team no longer has to spend so much time and effort processing data.

With the customer data it accumulated, the brand also expanded its pool of prospects by integrating online and offline. At trade shows, for example, it used its LINE Official Account to host a Playground sweepstakes experience: friends could register in advance and play the game on-site on the day to enter the draw, or simply play and enter the draw on the day. This OMO approach boosted engagement and doubled event participation.

Conclusion

OakMega is the strongest Social CRM partner for brands' customer data management. We've helped more than 100 partners and clients deliver information effectively and build warm connections. Through interactive communication, they've built highly loyal fan communities and generated more revenue.

For the full content, download “The Complete Guide to LINE Social CRM Use Cases white paper” for free, or browse more free white paper resources.