Founded in 2005, the herbal plant expert YUAN uses locally grown Taiwanese herbs as the primary ingredient in its cleansing and skincare products. By seamlessly incorporating Eastern wellness philosophies, YUAN has gained popularity with its collection of refined and culturally inspired products. Currently, YUAN has approximately 15 stores in Taiwan and 5 in Hong Kong, expanding business to mainland China, Japan, Singapore, and Malaysia.
By utilising Omnichat’s customer service and OMO (Online-Merge-Offline) solution, YUAN has effectively upheld high-quality customer service with its limited workforce while integrating online and offline channels, thereby building a healthy consumer chain. During the Dragon Boat Festival, YUAN successfully engaged 3,000 participants through interactive games and promotional activities, marking another significant chapter in its brand story via chat commerce.
YUAN: A brand rooted in community and sustainability
YUAN Workshop was founded by Jiang Rong Yuan, who, after a successful career in public relations and marketing, decided to slow down and start a business focused on health and environmental sustainability. Starting with handmade soaps shared with friends and family, YUAN Workshop was eventually established in a small fishing village in Jinshan, Taiwan.
By leveraging their unique blend of natural ingredients and cultural heritage, YUAN soaps garnered positive feedback for their first pop-up store at Xinyi Eslite, leading to rapid retail expansion and the launch of a promising chain development strategy. Since 2007, YUAN has continued to expand its business by establishing Yuan Farm in Yangmingshan National Park, progressing from the cultivation of organic herbal plants to the production of soap bars. Over the years, YUAN has achieved its entrepreneurial vision, bringing its employees back to Jinshan to further pursue the dream of coexisting with the land.
Value quality of life and a sustainable environment
Driven by a personal mission to address prevalent skin concerns, YUAN’s founder leveraged his extensive knowledge of traditional Chinese medicine to develop a unique line of skincare and cleansing products. These products are primarily formulated with natural plant extracts, aiming to improve skin conditions while promoting environmental sustainability. With his unique aesthetic vision, the brand embodies a literary and artistic essence, exuding a strong sense of quality.
It is not difficult to notice that YUAN’s consumers are eco-conscious individuals with skin concerns, seeking products made from natural ingredients and a refined lifestyle.
The brand is particularly popular among family consumers aged 30 and above, including men who make up 40% of its customer base—a significantly higher proportion than the market average of cleansing and skincare products. By adopting Omnichat’s omnichannel solution, YUAN hopes to introduce its brand and product philosophy to a younger audience under 30.
Boost customer service efficiency with Omnichat’s chatbot
Operating in Taiwan for over ten years, YUAN has faced challenges in managing multiple customer service channels, including LINE, its official website, Facebook Messenger, and Instagram. Also, each store needs to communicate and align its key marketing messages with headquarters while implementing tailored strategies specific to each location.
The highly scalable Omnichat system meets YUAN’s diverse needs, effectively establishing strong customer relationships, managing customer data, and enhancing remarketing efforts.
Omnichat’s Chatbot automatic reply feature has been highly praised by the YUAN team, allowing them to quickly build automated customer service such as setting up welcome messages for new and returning customers, pre-storing commonly used replies, and triggering automatic responses with keywords. With Omnichat’s assistance, the YUAN team quickly familiarised themselves with the backend operations, further improving customer service efficiency.
Reducing Workload While Maintaining Top-Notch Service Quality
YUAN integrated all customer service communication channels through Omnichat, reducing the workload by utilising automated bots, especially during major shopping seasons like anniversary sales and Mother’s Day. In cases of stock shortages, pre-set automated responses can quickly address customer enquiries, alleviating pressure from complaints. Omnichat has empowered YUAN to streamline customer service operations, allowing its customer service resources to address more complex enquiries.
Connect online and offline stores, achieving a 26% click-through rate
Omnichat‘s OMO solution has received widespread praise from retail clients for its ability to integrate multiple accounts, facilitating improved customer communication while offering flexibility tailored to each store’s needs.
YUAN revolutionised customer engagement by leveraging OMO functionality across its 15 retail locations in Taiwan. For instance, the SOGO store employed OMO to invite select customers through LINE to participate in offline workshops. Not only boosted event participation, but it also fostered a stronger connection with customers. During these events, the team actively engages with VIPs, offering exclusive incentives to encourage attendees to join the LINE official account, thereby enlarging their member database and increasing product sales.
The main objective of managing the official LINE account is to enhance revenue; however, the team also prioritises improving customer experience. Therefore, they avoided solely sending promotional messages, instead opting for thoughtful messaging and high-quality, original visuals. This resulted in an impressive average message click-through rate of 26%.
Dragon Boat Festival Event: Engage with YUAN’s customers through interactive games
The Omnichat gaming module effectively helped YUAN maintain customer relationships in stores, especially during peak holiday seasons.
During the Lunar New Year, YUAN first tried interacting with customers using scratch cards. They also experienced positive outcomes during Mother’s Day and the Dragon Boat Festival this year.
The Dragon Boat Festival event was a great success following YUAN’s adjustments to the participation criteria and prize model, leading to a remarkable surge in attendance to 3,000 participants. The prizes included product discount vouchers and gifts, increasing the number of LINE contacts fourfold and even contributing to revenue. Most importantly, the interactive games conveyed the brand’s message, ‘Coexist and win-win with our environment,’ as well as the peaceful, blessing-filled concept derived from the main ingredient, ‘Mugwort.’ This approach awakened dormant customers and guided Facebook audiences to become LINE official account members.
Cooperate with Omnichat and unlock the future of chat commerce
YUAN’s team has closely collaborated with Omnichat, using automated Chatbots to guide audiences, effectively reducing customer service burdens and enhancing efficiency.
Omnichat empowered us in operations across e-commerce, retail, physical stores, and OMO, particularly in customer service integration and remarketing features, which are essential tools for revenue growth.
– The YUAN TEAM
In a strategic move to enhance its customer engagement capabilities, YUAN is set to leverage advanced chatbot technology during its upcoming anniversary sales events. It enables YUAN to collect valuable customer tags, enhance remarketing journeys and deliver better customer experience. Omnichat is proud to partner with YUAN in their continued growth, championing shared values of environmental responsibility and sustainable business practices.
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