About:

EPSON Taiwan Service Net, a branch of the Japanese electronics company responsible for product maintenance in Taiwan, aimed to enhance its customer service through LINE, a popular social media platform in Taiwan. Taipei Digital Group was entrusted with managing the company's LINE account to improve communication, strengthen marketing efforts, and provide timely customer support.

Responsibilities

• Conducted an in-depth interview with the social media strategist responsible for the LINE account.

• Researched the service case, EPSON, and EPSON Taiwan Service Net to identify key pain points and highlight service improvements.

• Wrote a comprehensive success story article showcasing TDG’s approach and results.

Challenge

Despite being the largest digital marketing brand in Taiwan with numerous success stories, TDG had not been featured on LINE’s website for nearly two years, a significant gap given the quarterly call for case submissions. The goal was to effectively communicate the value of using LINE for customer support and illustrate how TDG’s social media strategy helped EPSON Taiwan Service Net enhance its customer service experience. A key challenge was translating technical processes into an engaging narrative that resonated with a wide audience, from business professionals to end-users.

Solution

I wrote a success story that highlighted how the LINE social media account played a crucial role in strengthening EPSON Taiwan Service Net’s brand image and enhancing customer engagement. The article detailed TDG’s implementation of the LINE tagging API to segment users and deliver personalised content, resulting in a significant increase in post click-through rates (CTR).

The story also showcased TDG’s innovative approach to combining in-person sales events with online marketing, allowing customers to save limited-time offers through their LINE accounts. It also detailed how the queuing API improved customer service by assigning queue numbers, allowing customers to track their place without staying online.

The article was featured on LINE’s official website, serving as valuable promotion for TDG and highlighting the effectiveness of their social media strategy.

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