TOKYO DERICA CO., LTD. introduces an Instagram chatbot. 96% response rate and cost savings of over 500,000 yen by automating gift campaigns.

---Policy Background

With more than 33 million accounts in Japan, 83% of Instagram users have taken action after seeing a product or service on Instagram (*2), making Instagram an important influx channel to connect companies and users.

Gift campaigns (*1) have been attracting attention as a way to gain followers and improve engagement with followers on Instagram.

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The Instagram account @salonderuban_official had been running a giveaway campaign before the introduction of the Instagram chatbot.

However, conventional gift campaigns have had issues such as "it is difficult to understand the results of the campaign," "it is difficult to know which users meet the entry requirements," and "it is difficult to communicate with the winners due to the large number of DMs.”

This time, the system was used to solve these issues in a total way and to improve operational efficiency and survey collection.

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---Effect

・270 people applied for the campaign.

・96.6% of users completed all four surveys.

・Significant reduction in manual interactions.

・Reduced customer support costs by over 500,000 yen.

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---Outline of measures

A campaign to give away a mask case by lottery, where you can apply based on comments on posts in @salonderuban_official business account feed. A DM will be automatically sent to those who have commented on the relevant post, informing them of the campaign and the survey.

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---Functions used

Point 1: Automate campaign application acceptance and add questionnaires

Information about the present campaign is posted in the feed (top image, left). The campaign information is automatically sent via DM to users who have commented on the post. Tapping on the "Apply" button completes the application, and at the same time, the DM asks for cooperation in the survey.

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Point 2: List of applicants, CSV download 

Lists users who have tapped the "Apply" button for the campaign.

You can also check if the user is following the target account, and how many followers and followers the user has.

You can also export the list of applicants as a CSV file.

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Point 3: Filtering the winners

Filter by winners only by assigning labels to the winners.

You don't have to go back to the DM section because you can ask for the mailing address and other information in person with only the winners displayed in the chat screen.

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Point 4: Countermeasures against fake accounts

There are many fake official accounts, and there is a risk that the personal information of applicants may be leaked due to winning communications from fake accounts during the campaign.

As DMs are exchanged with the target account when applying for the campaign, it is clear to distinguish between fake accounts and prevent damage caused by fake accounts.

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---Customer's Voice

Daichi Hiraga, Co-Founder and COO, KAIKETSU,Inc.: "I'm very happy to be here.

Until now, several staff members had to attend to each individual customer, but now that the chatbots have automated everything and responded immediately, the customers do not have to wait, and the staff members can concentrate on their original work such as planning.

In addition, errors and mishaps caused by human operations have been eliminated, and the psychological burden on the personnel in charge has been reduced.

We used to extract the application list by looking at the DMs in the application and checking them one by one manuallu, but now we can export the list to CSV in an instant on the CraftChat management screen, which has greatly reduced the time and effort required for operations after the application.

Now that I've gotten a good feel for it, I'd like to use it on another account with more followers, which I've been hesitant to do.

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---About TOKYO DERICA CO., LTD.

We are the No. 1 retailer of bags and fashion goods, with over 600 stores nationwide. With the support of over 500 wholesalers and manufacturers in Japan, we carry many of the leading brands.

《Company Profile》

・President and Representative Director: Takeshi Kiyama

・Establishment: May 2014

・Location: 3rd Delica Building 9F, 1-48-14 Shinkoiwa, Katsushika-ku, Tokyo

・URL: https://www.sacs-bar.jp/profile/

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---About KAIKETSU,Inc.

Business activities: Sales, operation, and consultation of our products / Influencer marketing support/.

SNS Marketing Support / Talent Casting / Event Direction

Official account management / Various campaign planning, operation and analysis

《Company Profile》

・Co-founder and CTO: Tomonobu Hasumi

・Co-founder, Director and COO: Daichi Hiraga

・Establishment: July 2009

・Location: 17F Shibuya Solasta, 1-21-1 Dogenzaka, Shibuya-ku, Tokyo

・URL: https://kk2.co.jp/

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---About "CraftChat"

We currently have members from eight different countries, and we support a way of working that values individuality across a diversity of work styles and backgrounds. Many of our members have management experience and work in a culture that respects autonomy and ownership from the customer's perspective.

《Company Profile》

・Company name: CraftChat Inc.

・Representative: Maiko Kojima, CEO

・Establishment: September 2016

・Website: https://chatbook.ai/

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(1) This refers to a gift campaign in accordance with Instagram's terms of use. For details, please refer to the official Instagram page.

・Promotion Guidelines: https://www.facebook.com/help/instagram/179379842258600

・Community Guidelines: https://help.instagram.com/477434105621119/?fbclid=IwAR0uV5OCPvv-BQeuGf86VrYOhPU6mQKBS

(2) See: House of Instagram - https://www.chatbook.ai/blog/house-of-instagram