Castle C increased chat response rate by over 50% through the use of Zaapi's chat integration system.

Multi-Brand stores sell cosmetics in Thailand with more than 300 brands. More than 1,500 SKUs in total

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About Castle C

Castle C is a well-known cosmetic and skincare business in Thailand. With more than 300 brands under the business including more than 1,500 SKUs, the brand has both online and offline storefronts, and Castle C has a vision to support Thai cosmetic brands to the global market.

Today, the Zaapi team had the opportunity to speak with Mr. Michelle Bermann, Chief Commercial Officer - Castle C, to share his story about how he sells cosmetics and his experience with Zaapi.

Michelle Bermann, Chief Commercial Officer - Castle C

The Challenge

Castle C facilitates customers to shop through various online channels such as Facebook, Instagram, Shopee and Lazada. This makes it complicated and complicated to serve customers to respond to chats that are slower and chat is sometimes dropped. In addition, the number of product SKUs is large. Interested customers will come to ask about the product and details with more than 100 chats per channel per day. This makes filtering customer types difficult. This can affect the efficiency of increasing sales.

"Since we don't have many admins, we wanted to find a tool that would make the work of the admin team easier.

How Zaapi solved Castle C's problems

Zaapi's chat integration system makes it easier for admins to work from the first time they use it because it is easy to use, convenient, and supports both computers and mobile devices. Zaapi also helps to bring chats from all sales channels into one place. This simplifies and simplifies the process of switching accounts to chat responses between each platform, and also enables faster customer chat responses by the admin team, which directly affects the closing of deals and measuring the performance of the admin team. For example, Castle C executives can easily track performance through Zaapi's system.

The Results

Chat response rate increased by more than 50%

Chat response rates on Facebook, Instagram, LINE OA, Shopee, and Lazada have increased dramatically by an average of 50%, allowing admin teams to answer all questions and close deals faster. Providing more efficient customer service

Manage chats systematically

Zaapi is not only easy to use, but also offers a variety of functionalities such as tagging and creating filters, allowing admins to classify customers into different subcategories, both by chat channel and by order status. Increase the system to follow up chats better.

Key Features and Benefits

Add Custom Labels

The admin team has used the customer tagging function to classify customer chats for use in the loyalty points system of members. Such functions make member data management easier and more systematic.

Saved Filters

Chat filters help admin teams separate chats by status for easier tracking, such as unread, read, or additional tracked chats.

Quick Reply

Assist in responding to delivery status with pre-prepared messages. This enables quick response and enables communication to customers in the same direction (Brand Voice).

"Zaapi's ease of use makes admin work faster and easier, and greatly improves customer service, status tracking, and closing deals."

Follow Panacee at

  • LINE OA: @castlec
  • Instagram: castlec.bkk

Zaapi is a chat integration system for businesses and online stores, covering social media and e-commerce platforms ranging from Facebook Page, Instagram, LINE OA, and e-commerce such as Shopee and Lazada.

Special privileges for new customers Try Zaapi chat integration system free for 7 days, click now

Want to learn more ?

You can contact our team via any of the channels below:

  • LINE OA: @zaapi
  • Facebook Page: Zaapi Thailand
  • Tel: 096-927-1729

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