LINE SHOPPING: Elevate customer service to deliver the best customer experience in Social Commerce shopping experience through the Salesforce Service Cloud by Beryl 8 Plus.

In today's world, social media has increasingly become an important part of our daily life, from communicating to our friends to updating current events to now a market place to purchase products and services through Social Commerce. When considering online shopping, LINE SHOPPING is one of the leading platforms that springs to mind. It combines social commerce stores in one place by linking LINE Official Account with MyShop, providing numerous features that assist brands in managing their stores systematically and efficiently.

Mr. Lertad Supadhiloke, Director of Ecommerce, LINE Company Thailand, shared “LINE SHOPPING is a service that is directly related to Social Commerce which we use as a center to buy and sell products. With the trend of E-Commerce showing strong continuous growth, we strive to improve our platform to have higher efficiency with increasing ease of use for all of our customers, including both sellers as well as buyers of products. As the number of sales transactions on LINE increases, we look for a solution to consolidate all data in one platform in order to help improve our service efficiency to achieve our goal of being a truly end-to-end social commerce platform.

With Beryl 8 Plus’ in-depth expertise in Digital Transformation, we have worked together to address LINE’s challenges, specifically in 2 key areas: End customers who are shopping in LINE Shopping and Shop owners who are selling products on our platform. After defining our requirements, Beryl 8 Plus has led our Salesforce Service Cloud implementation in order to increase our Case Management capabilities by helping us understand all of our customers with a 360 view so that we could serve our customers more efficiently and effectively. Salesforce helped increase our visibility of customers from all aspects and allowed all customer data to be accessible under a single platform, enabling us to analyze and utilize the data to better respond to customer needs and deliver the best customer experience in LINE shopping. Moreover, we also have access to real-time data and can contact and service customers across all channels, whether it is Call, Email, Live Chat, Website, Facebook, LINE, and other social media channels as well.

In case management, we are able to handle higher case loads, manage cases, and follow up more efficiently leading to shorter time in closing cases.
The new customer service platform has significantly increased customer satisfaction in LINE shopping and allowed us to understand customers better. We would like to thank Beryl 8 Plus for their advice, consultation, and the successful execution of the project that has elevated customer experience for all transactions on our LINE shopping platform and better address the digital lifestyle of our customers.”

Mr. Apisek Tewinpagti, CEO of BE8, stated “Consumer behavior changing rapidly with increasing demands and high expectations of products and online services have led companies to strive to increase capabilities and competitive advantages to service customers. With our experience in Digital Transformation for various industries, including E-commerce, we are well-equipped to advise and consult LINE SHOPPING on the suitable technologies and solutions.

BE8 is proud to work with LINE Thailand in elevating their customer service in the LINE SHOPPING platform by implementing Salesforce Service Cloud to serve its customers and shop owners more efficiently and speedily to meet the demands of consumers who require a seamless shopping experience in today’s digital era.”