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La protein is a protein brand that aims to provide easy inner beauty care. We asked Beautydoors, the company that provides "La protein”, about how they introduced the Instagram chatbot and their experience with live selling on Instagram.
Please tell us about ------ "La protein".
"La protein" is a brand of protein milk created to make our customers' lives easier and more enjoyable. Our goal is to make it easy for people to enjoy staying healthy and pleasant.
------ How did you come to know about Live Comment Automation, a chatbot that sends DMs in response to real-time comments on Instagram Live?
We have an active presence on Instagram and were already selling products. However the process was manual and tedious. We were exploring ways to improve the process. That's when we learned about CraftChat's Instagram bot with "Live Comment Automation" feature.
------ What challenges have you faced with Instagram Live so far?
Earlier, there was no way to automatically send product links to viewers directly while they were watching the live stream, viewers had to manually search for the products.
This was a major challenge in increasing the sales, as it was not possible to provide viewers with a seamless conversational commerce experience when they were most interested in the products.
We think the easiest way for viewers to make a purchase would be to send the link directly to the viewers via DM during the live stream, but it was not realistic to manually direct our multiple viewers to the product with individual DMs.
------ What was the decisive factor in introducing CraftChat's "Live Comment Automation"?
We wanted to provide our viewers the option to purchase at the time of peak interest and provide a seamless commerce experience.
CraftChat's "Live Comment Automation" allowed us to send DMs to users based on specific keywords posted via comment during the live show. We expected that this would contribute greatly in increasing the number of sales.
Another big factor which added to the success of this live selling event was the ability to integrate our Shopify1 store and Instagram business account. We were able to set up the integrations within the CraftChat dashboard without coding. We were able to send customer links to the ready to buy carts with the products already added (with voucher) based on personalised interactions (replies and keywords).
1 For more information about Shopify integration, click here: https://www.chatbook.ai/features/shopify
------ Why did you decide to go with CraftChat?
This was our first time experimenting with conversational selling. We were looking for a company with experience and expertise with conversational commerce and marketing automation. We wanted to focus on the selling and less on the technology.
After speaking with the CraftChat team we are happy with the integrations and prior successes with the automation bots. We got the demo of the dashboard and there was a small learning curve and good support. In the end with the know-how, technical expertise and brilliant support made us go with CraftChat team.
------ Please tell us about the Instagram Live that you used "Live Comment Automation" for and the outline of the program.
We used it for an Instagram Live featuring Yukosu, who has more than 1.9 million social media followers, with the aim of increasing brand awareness and sales of the newly launched products. We first showcased the products then gathered Q&A about the offerings and lastly encouraged viewers to comment an event-only keyword that would trigger a chatbot to send them product details and vouchers. To viewers' DM, the chatbot asks the flavor viewer likes and how frequently she wants to drink it, then recommends the products that match her requirements with a button that directs to purchase ready links.
We sent customers a link to a pre-populated cart with the products based on their answers and interest with the event-only voucher applied. This seamless integration makes it extremely easy for people to complete the purchase process and helps us boost our sales.
------ What results have you achieved?
More than 13,000 DMs were delivered to the business account through the live broadcast, and a month's worth of sales was achieved in 30 minutes of live broadcasting using the event-only voucher delivered by chatbot. In addition, the percentage of viewers who commented the keyword was very high at 91.1%, indicating the high purchasing motivation of the live participants.
The Beautydoors team was notified of any questions that the chatbot was unable to respond to that required tailored human interaction, and was able to follow up by switching to a manual response.
------ Please let us know what you think about the preparation and actual use of the system.
Even though it was our first time creating a chatbot, we were able to work on scenario creation without spending much time because of the intuitive UI and UX. In addition, we were able to consult with the customer support staff whenever we needed help with scenario design, and we were able to proceed without stress until the live release.
On the day of the live event, we had the CraftChat support staff on the standby to ensure a smooth and successful execution of the event.
------ How would you like to use this service in the future?
In the future, we plan to use the automated responses attached with the ads, that can help users find better deals and discover newer products.
We also plan to improve engagement through AI powered conversations and product recommendations based on user history and preferences.
------ Any last words?
Yuko Sugamoto (Yukosu), KOS Corporation
We had planned to announce a new product on the December 23rd live and we were initially worried about whether people would show up and the product would sell. However, as it turned out, our fans showed up at the live event and actively participated, and we had a great time showing the value of the product and answered many questions. After the live broadcast, we had achieved our one-month sales goal in 30 minutes, and we felt like we had received an early Christmas present from the viewers.
With Instagram, people can express themselves, feel closer to anyone they care about and turn a passion into a living. As live-streamers who sell the most products in Japan, we want to make Instagram a place where we live-streamers can be active in the future.
Mr. Hiroki Sato, Board of Director, Beautydoors Inc.
We have been internally planning for the live selling event for some time now and felt that it was a good match, but we were pleasantly surprised by the results which exceeded our expectations. As a result of the frequent tweaking and testing during the scenario design, we were able to design a valuable conversation flow and achieved really good conversion results.
We were able to create a close engagement with our fans during the live event, and even after the live event, we were constantly receiving purchase-notification emails about products. The team was very happy with the success of the event, which showed the passion of Instagram users and generated great sales.
Profile of Yuko (Yuko Sugamoto)
Born in Fukuoka, Japan in 1994.
After leaving the idol group, she spent her life as a NEET, but started producing her own products and started her own company, KOS Corporation, with the new title of "irresistible creator". She is currently active as a celebrity, model, SNS advisor, influencer, and YouTuber, and has over 1.9 million SNS followers, with her cosmetics and other products sold out on her Instagram and Youtube channels.