In this article, we spoke with DIO Clinic about the background behind their decision to implement “BOTCHAN EFO” and the challenges they were facing at the time.
Even after making changes to their landing pages and creatives, DIO Clinic saw no improvement in CVR and felt they had reached the limit of what they could optimize in-house. By introducing “BOTCHAN EFO,” they succeeded in breaking through the plateau in CVR improvement. We will take a closer look at how the implementation enabled them to further accelerate their PDCA cycle and ultimately improve their in-store visit rate.

Kaito Takayanagi, CS Manager, wevnal Inc. (hereafter, “ー”)
To begin, could you please introduce your company’s business and yourself?

Ms. Mai Nakajima, Web Design Section, Adventure Division, DIO Clinic (hereafter, Ms. Nakajima)
DIO Clinic is a specialized medical weight-loss clinic that uses next-generation slimming technologies permitted only for use by medical institutions. We operate 23 clinics*¹ nationwide, where physicians, nurses, registered dietitians, and other diet specialists provide comprehensive support.
Through medical weight-loss services grounded in medical and scientific evidence, we help patients achieve a body that is less prone to rebound, without requiring the “excessive dietary restrictions and intense exercise” that are typically sources of stress in dieting. Another feature is that no surgery is required.
*¹As of July 2024

I work in the marketing department as an advertising director, mainly handling tasks related to ad delivery. Specifically, I am primarily responsible for parameter configuration and BOTCHAN setup. Since we manage a large number of landing pages and campaigns, I focus on working with a strong sense of speed—submitting materials accurately and on time so that deadlines are not delayed.

DIO Clinic Service Site:https://dioclinic.jp/

— I imagine you also run many campaigns, so it must be difficult to execute everything strictly according to schedule.
Could you tell me about the challenges you were facing before implementing BOTCHAN?

Ms. Nakajima
At the time, our CVR had plateaued.
Even after changing the landing page and creatives, the CVR did not improve, and we felt we had reached the limit of what we could optimize on our side. Just then, another company introduced us to your services, saying, “There is a solution like this,” and that led us to decide to implement a chatbot.

— Thank you very much.
I’d like to ask about your impressions and any memorable episodes from when you actually received the proposal.

Ms. Nakajima
That’s right. We also received proposals from other companies, but we felt that your chatbot was the closest to what we were looking for in terms of something our customers could use smoothly and without any sense of discomfort.

Ms. Mai Nakajima, Web Design Section, Adventure Department, DIO Clinic

—Thank you very much!
After actually implementing it, have metrics such as CVR improved?

Ms. Nakajima
Yes. As a result of implementing BOTCHAN, our CVR has doubled!
The importance of the application form has become much clearer, and because we can now measure CVR within the bot as well, we have been able to implement more granular improvement initiatives.
Precisely because we had been stuck at a plateau, the impact of this change has been significant, and we continue to use the service on an ongoing basis!

— We are very pleased that we have been able to contribute to your company, for example by improving CVR and enabling you to run new PDCA cycles.
How are you finding the response speed of our customer support?

Ms. Nakajima
I really appreciate your extremely swift response!
For our company, speed is absolutely critical, and we sometimes have to change initiatives we are already pursuing at short notice. Because of that, we often make rather demanding requests to your company, such as additional tasks or sudden changes. Yet you not only accept all of them, you also always manage to respond within the originally agreed deadlines. Every time we make a request, you say, “We’ll take care of it right away!”, and we are truly grateful for that.
It honestly feels as if you were part of our in-house team (laughs), because you run alongside us at exactly the same speed. We really have nothing at all to complain about!

Especially during campaigns, the figures can change significantly within just a few hours after release. It really is a battle where every second counts, so being able to shorten the process by even a day or a few days is extremely valuable.

—Thank you very much. I am honored to be contributing to your company.
What does BOTCHAN represent for your company?

Ms. Nakajima
It has become an indispensable presence in attracting customers.
Initially, we faced the issue of our CVR hitting a ceiling, but by implementing BOTCHAN we have been able to improve CVR, adjust creatives and scenarios, and further accelerate our PDCA cycle.
In our funnel, users move from creatives to article LPs and then to the main LP, but many of them drop off at the final application step. I believe this is the same for most companies, which makes the application stage extremely important. In addition, since reservations from application to store visit are handled via our call center, we are using the bot to implement measures that shorten the lead time. As a result, it has a significant impact on both reservation confirmation rates and store visit rates.

It is crucial that customers can complete their applications without losing interest or momentum, so this service is absolutely indispensable for our company.

—Thank you very much!
We would appreciate it if you could share any expectations or points you would like to see from BOTCHAN and our customer support going forward.

Ms. Nakajima
Introducing BOTCHAN has also brought to light some new issues.
Beyond our own perspective, we feel there is still considerable room for improvement.
To further improve CVR, we would very much appreciate any effective measures you can propose, drawing on the expertise and know-how your company has accumulated to date, as well as successful examples from other clients.

— Thank you very much.
I believe that, from a different perspective and as an end user, there are aspects I can see that may be of value, so I would like to continue offering proposals. Finally, could you share a brief message for companies facing similar challenges to yours?

Ms. Nakajima
That’s right. As I mentioned earlier, I believe the difficult part is guiding customers all the way to conversion without letting their level of interest drop.
There is a limit to how many issues we can identify on our own, and our perspective can easily become biased. It is surprisingly difficult to look at things in a neutral way.
Your company proposes improvement measures for our objectives and challenges from the same perspective as we do, so you are able to identify issues we have overlooked from multiple angles. Even something as simple as “We want to improve this particular issue” is a perfectly good starting point, so I would encourage you to reach out for a consultation first!

— Thank you very much for your kind words.
Thank you for taking the time to meet with me today.

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If you would like to confirm whether BOTCHAN can be implemented in your organization, or if you would like advice tailored to your situation, please feel free to contact us with your questions or inquiries.

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