Bacalhau x Omnichat: IG Keyword Auto Reply Handles 37% of Inquiries and Reduces Operational Burden by 90%

Founded in 2016, Bacalhau Entertainment (Bacalhau) is a well-known YouTuber team in Hong Kong and Macau, specialising in producing high-quality variety shows, travel, food, and lifestyle videos. Celebrating its 10th anniversary, Bacalhau has accumulated over 180 million total video views on YouTube and built a community of over 500,000 followers across all social media channels. The team has been invited by tourism boards from Hong Kong, Macau, Taiwan, South Korea, Singapore, and other regions to film travel videos and promote local attractions. As audience size and video interactions scaled rapidly, the traditional manual response model could no longer handle the massive volume of messages. By collaborating with Omnichat to implement social media automation and conversational commerce integration, Bacalhau successfully reduced its team’s operational burden while elevating fan engagement rates.

Challenges Faced on Brand Social Channels

1. Overwhelming Volume of DMs, Hard for the Team to Manage

After publishing travel or product recommendation videos, Instagram (IG) and Facebook (FB) posts would flood with fan comments asking for attraction addresses, restaurant locations, operating hours, or product purchase links. With team members managing both on-screen performance and off-screen production, manually responding to every message was extremely time-consuming and inefficient.

2. Comments Scattered Across Accounts, Easy to Miss

Audience comments were scattered across various entry points, including Bacalhau’s main FB/IG channels and individual creator pages (such as Ah Liu, Rikka, etc.). Switching between accounts frequently to check inboxes made monitoring difficult and led to missed messages.

3. Unable to Provide 24/7 Instant Responses, Missing Peak Engagement

When posting late at night or early in the morning, manual replies suffered from time delays, failing to deliver links or exclusive promo codes when audience enthusiasm was at its peak, ultimately affecting conversion rates.

Solution: Adopting Omnichat Social Media Automation & Conversational Commerce Integration

To overcome social platform operational bottlenecks, Bacalhau adopted Omnichat’s automated solution, leveraging all-in-one customer service integration, keyword auto reply, and social CRM customer tagging to achieve efficient operations and targeted marketing:

All-in-One Customer Support Integration

Bacalhau operated across various communication touchpoints and pages. In the past, audience comments were highly scattered. It was difficult for the team to monitor every account inbox constantly, making missed messages inevitable.

Through Omnichat’s All-in-One Customer Support Integration, Bacalhau connected its official Facebook page, Instagram account, and the personal social media accounts of its influencers and cast members into a single control dashboard. The team no longer needs to constantly jump between accounts; they can centrally monitor all cross-platform conversation dynamics and comments in real time on a single interface. This provides one-stop management for fan interactions and automated responses, completely solving the pain point of scattered comments and missed replies.

Keyword Auto Reply

Through Omnichat’s “Keyword Auto Reply” feature, whenever viewers comment designated keywords on IG posts or Reels (e.g., “Want”, “I want”, or “Tell me more”), the system triggers an automated response immediately:

• IG Post Public Comment Reply: The system automatically posts a public reply “Please check your DM” under the comment, reminding viewers while significantly strengthening their emotional feeling of being valued.
• Automated DM Reply: Instantly dispatches restaurant addresses, pricing guides, online shopping links, or discount codes directly to viewers via IG DM.

Real Example: Rikka’s Lifestyle Product Share & Korea Chuncheon Spicy Chicken Feature

Following the broadcast of these two videos, viewers flooded the comment sections asking for restaurant addresses, pricing details, and other information. The team enabled the “Keyword Auto Reply” feature—whenever viewers entered pre-set keywords in the comments (such as “I want” or “Spicy Chicken”), the system automatically sent messages so viewers could instantly receive complete store guides and details.

Results: For practical information, event links, or discount inquiries requested by viewers, Omnichat’s auto reply solved 37% of IG inquiries, reducing the team’s social media operational burden by 90%!

Tommy Chen, Marketing Manager of Bacalhau Entertainment, stated: “Handling these replies manually used to consume far too much of our time and energy. Having this automated system has resolved over 90% of our workload!”

Social CRM Customer Tagging & Targeted Remarketing

Omnichat features social CRM data tagging capabilities. The system automatically analyses conversation topics, choices, and interest preferences in Instagram DMs (e.g., specific travel attractions, food preferences, or purchase intent) to dynamically assign custom tags. All tags are automatically stored in the CRM customer database to build structured audience profiles. The team can leverage these accumulated tags for targeted marketing:

• Sponsorship Campaign Performance: When brand sponsors commission ad videos, the team uses accumulated backend conversation data to provide brand advertisers with accurate audience profiles and ad performance analysis.
• Fan Tour Campaigns: Bacalhau is planning “Fan Tours” led by team members. Through data analysis, the team can instantly identify which travel destinations are most requested, as well as the local delicacies and itineraries fans want to experience most. In the future, targeted broadcast messages can be sent to specific interest groups for maximum conversion efficiency!

Future Outlook

Marking its 10th anniversary, Bacalhau is preparing major flagship projects: including the annual event Charity Poker King Tournament (Cruise Edition), where channel cast members and celebrity guests will compete alongside fans through open qualifiers; a 10-day 10-night continuous extreme outdoor reality show Journey to the West featuring four main cast members; as well as various festive campaigns. Facing massive registration and inquiry demands from these large-scale projects, Bacalhau will continue to deepen its collaboration with Omnichat, utilising automated conversational marketing as a strong backup to deliver an even better real-time interactive chat experience!