Yohopower Re-engaged Customers with Effective After-sales Service

About Yohopower

Founded in 2011, Yohopower operates with the vision of "protecting the health of families". With over 3,000 sales points in Taiwan, Yohopower has consistently achieved top sales rankings on group-buying websites. Among its popular products, the Rimin Liqing Probiotics series has sold millions of units, earning widespread consumer support and trust.

Adhering to the principle of "quality excellence at the best price", Yohopower is committed to ensuring that their customers can experience tangible health benefits from their products, even if it means incurring higher costs. Additionally, all Yohopower products undergo third-party certification and testing. Many items have received prestigious accolades, such as the "International Quality Evaluation Award", the "Health Food Mark", and the "SNQ National Quality Mark", gaining unanimous recognition both domestically and internationally for their assured quality and reliability.

The Importance of Customer Loyalty in the Healthcare Industry, Achieving Growth through High Lifetime Value Customers

Boosting Customer Return Rates through Personalized Customer Experience 

In every purchase cycle of health products, customers often spend considerable time and effort carefully evaluating the quality, reviews, and scientific validation of these products. Therefore, it is important for healthcare brands to ensure quality in customer experience through delivery of clear information. By properly addressing customers' concerns and enhancing their trust in the brand, Yohopower can significantly increase customer return rates. 

Creating Greater Benefits through Increasing the Number of High Lifetime Value Customers 

Yohopower places great emphasis on interaction and communication with its customers, with frequent fans engagement through LINE live broadcasts. As a result, customers whose website accounts are linked to their LINE accounts have an average order value of 28% higher than those who are not linked. Yohopower discovered that the key to growing revenue is through engaging more high lifetime value customers through LINE. 

After-sales Service Strategy as Enhancement to Conversion at Each Stage

Building brand trust with after-sales service quality, increase repeat purchase rates

Yohopower utilizes OmniSegment CDP to establish a "10-Day After-Sales Care" customer journey that comes with free nutritionist consultation services to address customers' concerns related to healthcare products. This strategy greatly elevated the trust of customers in Yohopower. The "10-Day After-Sales Care" customer journey design does not only accurately meet customers' post-purchase needs, but also significantly increases the return rates of customers as well as boosting continuous repeat purchases.

Increasing Customer Average Order Value through LINE Binding and Consistent Push Notifications 

The beBit TECH team assisted Yohopower in using the OmniSegment CDP to establish a 'Daily LINE Binding Push Notification' customer journey. The system regularly fetches customers who joined as LINE friends within the previous day, and exclude those who have already received the push notifications. Through this filtering, the system then proceed to send push notifications to those who have not been contacted, encouraging them to link their website and LINE accounts, thereby expanding Yohopower's communication channels. Following the implementation of this customer journey strategy, not only has the number of LINE binding members significantly increased, Yohopower also saw growth in terms of customer average order value. 

The Results

With improvements to their after-sales service through the OmniSegment CDP, Yohopower has seen a 3% increase in customer return rates and a 30% growth in post-purchase return conversion rates. Additionally, conversion rates at all stages of the shopping cart funnel have significantly improved, with a 16% increase to the customer average order value.

As for their LINE platform, the number of bound accounts has grown by 152% compared to before, doubling the visit rate of LINE-bound members and increasing the average order value of these customers up to 400 NTD. These breakthroughs in various key performance indicators demonstrate Yohopower's outstanding success in customer management and revenue expansion after incorporating the OmniSegment CDP.