Popcast IG Chatbot Case Study

SHEIN

Success Story

SHEIN actively communicates with customer via social media platforms. Being the top 5 brands of Instagram in the globe, they come across intense customer service pressure. Building an all-rounded Instagram Chatbot with Popcast.ai, not only could they interact with customer instantly, but also driving traffic to website as well as driving product sales. The positive customer relationship resulting positive brand image in the long run.



+91%

Reduce 91% of customer service pressure by automation.

+30X

Boost customer awareness and engagement

Company name: SHEIN
Industry: Fashion and Clothing
Service: Instagram Chatbot

SHEIN is an international B2C fast fashion e-commerce company. The company mainly focuses on women's wear, but it also offers men's apparel, children's clothes, accessories, shoes, bags and other fashion items. SHEIN mainly targets Europe, America, Australia, and the Middle East along with other consumer markets. The brand was founded in 2012, and since then it has upheld the philosophy that "Everyone can enjoy the beauty of fashion." Its business covers more than 150 countries and territories around the world.


SHEIN’s Challenges

From SHEIN's Instagram account, they faced the following challenges:

(1) Endless amounts of daily inquiries demanding to be handled manually.

(2) Interacting with active customer in Instagram posts every day.

Popcast.ai's solution

Popcast.ai bridged communication with customers by setting up smart replies to SHEIN’s inbox and all posts on Instagram:

(1) Using Popcast.ai’s customized flow on Instagram DM inbox, solving inquiries instantly and greatly reducing the burdens of manual customer service.

(2) Setting up "Keyword automation" for all posts, ensuring no customer message will be ignored and building an excellent brand image for consumers.

Customized flow on Inbox

Keyword automation for all post

Building an all-rounded Instagram Chatbot with Popcast.ai, not only could they interact with customer instantly, but also driving traffic to website as well as driving product sales.

+91%
Reduce 91% of customer service pressure by automation.

+30X
Boost customer awareness and engagement

💡Popcast.ai Tips
Answer customers 24/7 automatically

Chatbot will respond instantly when a customer leaves a reply or a Direct Message. Pre-customized responses and links are sent immediately, providing a 24-hour automated customer support service to lower the CS pressure, and strengthen the bonding with customer.

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