4 Technologies That Are Transforming Customer Engagement Online

Consumers engaging with brands, seeking customer services and making purchases through social media is fast becoming the norm. Businesses need to constantly adjust their approach to reach out and respond to consumers with relevant and personalized messages.

Take advantage of these four technologies that will help your online engagement with your customers reach a whole new level.

Chatbots: Manage the Volume of Online Messages, and Speed up Customer Service

Chatbots are seeing a surge in uptake and are helping marketers connect with their audience in new ways. According to Gartner, by 2020, 25 percent of customer service operations will use chatbots across engagement channels, and Facebook reports that its Messenger has more than 300,000 active bots.

Brands are increasingly using chatbots to manage the large volume of customer messages generated across social media, and respond to them in a human-like fashion. Powered by artificial intelligence (AI), bots become smarter over multiple interactions, and can be used to personalize marketers’ messages over time. They also help streamline and speed up customer service, allowing businesses to focus on bigger issues likes complaint resolution by taking care of routine customer queries.

AI-powered Prediction Engines: Access Granular Insights to Better Target Consumers and Boost Conversion

The use of AI in online engagement goes beyond just chatbots. Businesses are turning to AI to make sense of the huge volume of online data, access granular insights, predict audience behavior and boost user engagement. LinkedIn’s sophisticated machine learning algorithms, for instance, score candidates on the basis of location, work experience and other information, and use this to improve job-candidate matches.

On the marketing side of things, data-driven insights allow businesses to identify audiences more likely to convert and target them with relevant and customized messaging. For example, marketers can use Appier’s Aixon, a data intelligence platform, to discover new consumers, predict their behavior, and increase conversions by delivering targeted advertising.

Aixon’s recent integration with messaging app LINE extends these capabilities by allowing businesses to access powerful AI-driven insights into consumer behavior on LINE and push out highly targeted messages to them. For instance, a user visited an ecommerce site and added a dress to the shopping cart. A few seconds later, she would receive a push notification for an ad related this dress on her LINE app.

Augmented Reality: Offer Consumers Useful and Relevant Experiences that Increase Sales

In 2017, augmented reality (AR) moved beyond gaming and entertainment into business, with brands increasingly offering their customers useful AR experiences across social media channels. By 2020, 100 million consumers will shop in AR, and Apple’s launch of iPhone X, which offers users new AR capabilities and facial recognition, will only push more social platforms to integrate AR technology.  

The use of AR can be a win-win for both customers and businesses. For example, when Ikea’s Place allows users to preview how an armchair will look in their homes before buying it, not only is the customer making a better-informed decision, but the brand is also demonstrating how it fits into the customer’s home and life, boosting conversion and sales.

L’Oréal, which has bought the ModiFace AR beauty app, believes that this will boost online sales. Using facial recognition and AR technology, users can try out make-up on the app to see how it looks on their faces before actually buying the products. Even simple face filters like those that Snapchat offers are fast becoming a hot new way to advertise.  

Social Listening Tools: Listen to Consumer Conversations and Better Customize your Content

The popularity of social listening tools is growing as more businesses realize the importance of tapping into customer and peer-to-peer conversations online. Social listening tools will allow you to keep an ear to the ground and be involved in consumer conversations across different social channels. The zillions of gigabytes of data generated from these are a goldmine of insights into consumer needs and preferences.

Marketers can then leverage AI’s capabilities to identify keywords and phrases, and generate insights around demographics, trending topics of interest and sentiment, which will help them better understand customer intent throughout the journey. Marketers can use these insights to be relevant in consumers’ lives, by creating content that resonates with their consumers and offering them solutions that they need.

Technologies such as those mentioned above are helping businesses make informed decisions, reach consumers more effectively, and target them better. Adopt and embrace those technologies to stay visible and relevant in the age of customized marketing.

Introducing Josh Shozen as SVP of Enterprise Solution Sales for Appier Japan and South Korea

By Junde Yu, Chief Business Officer, Appier

Josh Shozen, Senior Vice President of Enterprise Solution Sales for Japan and South Korea, Appier

I’m excited to welcome Satoshi (Josh) Shozen to our team as Senior Vice President of Enterprise Solution Sales for Japan and South Korea.

Based in Tokyo, Josh brings over 15 years’ experience in enterprise software sales management and digital marketing in Japan and the region where he has worked with global technology companies including Adobe, Proscape Technologies, and Microsoft.

Before joining Appier, Josh was the country manager for SundaySky Japan, the creator of SmartVideo platform, and helped develop the strategic partner ecosystem for selling into major FSI and Automotive clients.

In his new role, Josh will lead our teams in both countries to strengthen the business of Aixon, an AI-powered Data Intelligence Platform that Appier launched last July. More than 10 clients, including Japanese real estate portal LIFULL, have already successfully deployed Aixon and transformed their digital marketing campaigns.

While we continuously upgrade technology for Aixon’s functionality to help our customers’ business success, such as the recent integration with LINE Business Connect, we also see the strong potential of our business in both the marketing and data intelligence platforms.

With Josh on board, we are looking to accelerate our business in Japan and South Korea, especially the latter, a highly mobile-dominated market where 60-70 percent of e-commerce is made through mobile devices.  

Graduated from the University of Washington, Josh started his career at Microsoft in Seattle as a solution sales specialist. He was transferred to Tokyo in 2003 to manage Microsoft’s Global Accounts segment for Japan as a Regional Business Manager. Josh later moved on to lead the Japan and APAC business as VP for Proscape Technologies before joining Adobe Japan as Director of Digital Marketing Solution Div. Enterprise Sales in 2012.

As an avid surfer, Josh enjoys a variety of watersports and outdoor activities with his family and friends in his spare time, either in Japan or at his other home on the Big Island of Hawaii.


About the author:

Junde Yu is the Chief Business Officer of Appier, a leading Artificial Intelligence (AI) company. He leads the company’s Enterprise business, which includes Aixon, an AI-based data intelligence platform. Junde joined Appier from App Annie, where he was Managing Director of Asia Pacific. He started at App Annie as its first sales rep in the region and grew the sales and marketing team in the region to achieve very extensive revenues across the Asia Pacific region. It was also here that he acquired an appreciation for how enterprises could derive tremendous value from data.