POP MART Taiwan

In the past, POP MART Taiwan relied on manual ticket distribution and verification when selling and managing limited-edition items. These traditional methods were inefficient, labor intensive, and time consuming. While the brand also used a LINE scratch-off mechanism, it was not able to confirm if customers had successfully redeemed their reward, leading to fairness issues in the management of limited-editions. The brand was also unable to prevent stockpiling.

To increase transparency and efficiency, POP MART Taiwan partnered with BotBonnie to adopt an OMO automated lottery and verification system, thereby reducing manual labor and time costs. The system could also identify lottery winners when they redeemed their prizes, making the limited-edition item distribution process more transparent. This ensured that customers could enjoy a better, fairer experience.

Client Testimonial

Since partnering with Appier BotBonnie, we’ve achieved our OMO vision and significantly improved our efficiency and customer engagement experience. With the automated lottery and redemption mechanism, we’ve been able to ensure the fairness of sales and provide a smoother customer experience. We look forward to strengthening our digital operations and bringing better experiences to toy lovers everywhere!

 - Sabrina Yeh, Public Relations Manager, POP MART Taiwan

Scenario 1: Optimize User Experience with OMO Product Distribution Flow

POP MART Taiwan leveraged BotBonnie’s OMO workflow to optimize the sales and distribution experience for limited-edition items, ensuring that all customers could fairly participate and successfully redeem their items offline. Through the real-name smart lottery mechanism, customers could sign up directly via LINE for limited-edition product sales. The system would automatically confirm eligibility to avoid human errors and prevent stockpiling. Once the lottery results were published, lottery winners verified their tickets on a unique redemption page that was linked to offline stores. This prevented repeat purchases and stockpiling, ensuring higher transparency and efficiency. These solutions boosted event participation by 90% and drove POP MART Taiwan’s LINE OA user growth by 210%, which helped optimize the brand’s social media and member maintenance operations to create a more efficient OMO shopping experience.

Scenario 2: Auto-Identification for Precise Limited-Edition Sales Management

To further optimize the management of limited-edition product sales, POP MART Taiwan utilized BotBonnie’s auto-identification mechanism to ensure fairness and transparency, while also reducing the need for manual labor. After registering online, customers could then verify their purchase eligibility with staff in offline stores with less chance of controversy and confusion. In addition, the system could confirm purchase eligibility in real-time to prevent customers from purchasing more than once and ensure fairness for all. This mechanism not only reduced the chance of human errors, but also enhanced POP MART Taiwan’s marketing and member maintenance measures, leading to better operational efficiency.

Scenario 3: Interactive, Keyword-Based FAQ Replies for Instant Customer Service

To improve its customer service experience and reduce operational costs, POP MART Taiwan deployed a keyword-based FAQ reply mechanism via BotBonnie. This mechanism significantly enhanced service efficiency and reduced the need for human agents to answer repetitive questions. Using LINE or Messenger, customers could ask questions about membership eligibility, redemption rules and other topics, and immediately receive a response. This reduced long wait times and made interactions run more smoothly. POP MART Taiwan also added a lucky draw scratch card game where customers could find out their results immediately, making the interaction more transparent and trustworthy to boost participation. These solutions helped POP MART Taiwan optimize its customer services and reduce labor and time costs by 30%, enabling the brand to build a more efficient digital operation model.

Looking Ahead: OMO Digital Queue Tickets for Better Experiences and Management

Making customers line up at physical stores results in many challenges, such as unpredictable entry times, repeat buyers disrupting the queue, and the inability to track limited-edition item inventory in real time. With BotBonnie’s OMO queue ticket solution, customers can scan a QR code in store to join the queue, and the system will immediately confirm their eligibility to ensure transparency and fairness. The system will also show low stock alerts in real time to increase urgency.

From the brand’s perspective, POP MART Taiwan will be able to set different eligibility criteria and give priority to VIP members or new members as needed. The brand will also be able to release remaining tickets to more customers based on real-time purchase numbers, ensuring that sales are maximized. While customers are waiting, the brand can also broadcast time-limited offers and add-on recommendations to engage customers in real time, thus maximizing opportunities for conversion and repurchase. These OMO strategies will not only elevate the shopping experience, but will also enhance the brand’s ability to harness data and personalization.

By adopting a digitalized OMO workflow via BotBonnie, POP MART Taiwan leveraged smart lottery, keyword identification, digital queue ticket, and gamified interactive functions to optimize its limited-edition product management and give customers a better experience. This transformation not only increased event participation and brand engagement, but also reduced management costs and ensured optimal operational efficiency.

POP MART Taiwan plans to further its partnership with BotBonnie as the market continues to evolve. The brand will continue to optimize its member maintenance and OMO sales model with data-driven strategies, to offer customers bigger and better shopping experiences.