This article introduces how Timers Inc. is taking on new challenges. By implementing multiple BOTCHAN products, Timers aims to increase conversions and enhance the customer experience. Behind these efforts is the BOTCHAN support team.
In this article, we explore how the support team underpins Timers’ initiatives and lays the groundwork for new measures.

Karen Kumaoka, Customer Success, wevnal Inc. (hereafter, “—”)
To begin, could you please introduce your company’s business?

Mr. Jun Mago, Timers Inc. (hereafter, “Mr. Mago”)
We mainly operate under the “Famm” brand, running businesses such as apps, schools, and an online assistant service, but our company name is “Timers.” Our corporate philosophy is: “No matter how much the times change, we will continue to focus on the unchanging happiness of people and create new options for society.”

Timers Inc. Service Site: https://timers-inc.com/service

Furthermore, in April last year we established a vision of “dissolving binary oppositions in society.” Through our businesses and organizational development, we are taking on the challenge of realizing a society in which there is no longer any need to view things in binary terms—such as male or female, or choosing between raising children and pursuing a career.

Mr. Jun Mago, Timers Inc.

— Thank you very much.
Mr. Mago, what kind of work are you usually involved in?

Mr. Mago
Right now, the main area I am in charge of is the “Famm School.” We run a business for women that connects “skills development” with “work.”
Within that, as the head of the school business, I oversee all areas, with a primary focus on marketing.

In the field of marketing, we use CPO (Cost Per Order) rather than CPA as our key metric. Even if you reduce CPA, it is meaningless if it does not lead to sales in the subsequent phases, so we are taking on the challenge of designing the overall experience with marketing as the central focus from the very beginning.

— You really are working hard every day, aren’t you?
Amid all that, what was the biggest challenge you faced before implementing “BOTCHAN”?

Mr. Mago
As expected, we were facing challenges with CVR.
We could design various kinds of experiences on the LP, but we were starting to feel there were clear limits. Each customer interaction is once-in-a-lifetime, and when we tried to create a more in-depth experience, it sometimes had the opposite effect and increased drop-offs. Around that time, I learned about the method called LINE nurturing, and I wanted to give it a try. Considering our internal resources at the time, we decided to outsource it to another company.

Once we actually tried it, we found two major issues. The first was that adding more paths to the LP caused the LP’s CVR to decline. The CVR for LINE improved, but conversions from other ads dropped, so we needed to reassess. The second issue was coordination with our partner. They did not provide proposals that matched the speed and challenges we were expecting, and we were not able to properly run the PDCA cycle, which was a significant problem.

— I see, so that’s how it was.
In that context, what was your honest impression when you received the proposal for “BOTCHAN”?

Mr. Mago
To be honest, I initially assumed that all chatbot solution providers like your company were more or less the same, so I did not have high expectations at first (laughs).

Despite the fact that our first meeting was short—only 30 minutes—you clearly answered on the spot what you could and could not do in relation to the issues we were facing at the time. For the areas that were not feasible as-is, you proactively suggested, “If we do it this way, it might be possible,” and engaged with our challenges very sincerely. I was very positively surprised by this.

I remember feeling a strong sense of trust because, although you were more proactive than any partner we had worked with before, the atmosphere still allowed for friendly, open discussion.

— Thank you very much.
What were the main criteria for your final decision to implement it?

Mr. Mago
I am being candid here: when it comes to EFO and LINE operation initiatives, you simply do not know the outcome until you try. I understand this is an area where bold and continuous PDCA cycles are what really make the difference, so I based my judgment on whether I could picture us forming a strong partnership between our two companies and moving forward together. The 30 minutes we just spent talking made me feel that I would like to take a chance on “BOTCHAN.”

— I really appreciate it.
We worked closely together all the way through to the production launch, didn’t we?

Mr. Mago
Yes. Regarding LINE, we worked closely with the person in charge on various initiatives. They fully understood our company’s thinking, and the speed from scenario design through to implementation was extremely fast. Even so, it was by no means a case of “quick but sloppy”; we were honestly surprised that they were able to design and propose something this detailed in such a short period of time.
Incidentally, this has not changed since implementation. I feel they continue to engage with us wholeheartedly at all times.

— Now that it has actually been implemented, how are the results?

Mr. Mago
At first, we implemented it in parallel with a tool from another company, and compared to that, we were seeing numbers and results more than five times higher right from the start—and they kept at that level continuously.
There were internal approval steps we had to clear in order to roll it out fully within our company, but thanks to these overwhelming results, I was greatly supported in overcoming that hurdle.

— We’re also relieved to see the results.
We are currently working together on implementing the measures, but is there anything lacking in the support we are providing?

Mr. Mago
No, there really aren’t any. (Laughs)
From the standpoint of business understanding and commitment to contributing to our customers, I feel that BOTCHAN’s CS team engages with us proactively at a level fully on par with our in-house members, and that is an overwhelming strength. In terms of scenarios and creatives as well, they quickly turn around high-quality work from planning through design, and I believe that is also unquestionably a major strength that is directly contributing to results.
Since implementation, not only has the performance of LINE nurturing alone improved, but our overall CVR has also increased, and most recently we achieved our lowest CPA to date while operating with the largest budget since the business was launched.

— Thank you very much for your kind words.
What does “BOTCHAN” represent for your company at this point in time?

Mr. Mago
At present, our initiatives are limited to LINE nurturing, but we see you as a very reliable, partner-like presence who works with us to shape our customer experience.

— If you have any expectations or requests for BOTCHAN or our Customer Success team going forward, please let us know.

Mr. Mago
We are already seeing significant results, and I am genuinely satisfied with that.
I am also sincerely grateful for your company’s uniquely disciplined approach and your commitment to making improvements every single month.
As for initiatives I would like to pursue going forward, rather than focusing on small month‑over‑month gains, I would be pleased if we could design bold customer experiences that promise substantial improvements in our metrics.

Also, I believe your company’s strength lies not only in your products but overwhelmingly in your people, so I am quietly hoping that you might be able to support us in a broader range of areas.

— We would very much like to pursue that goal together with you. We will be more committed than ever.
Finally, could you share a few words for companies facing similar challenges?

Mr. Mago
That’s right. Our services are by no means a low-cost purchase for our customers, and some understandably wish to take ample time to consider their decision. On the other hand, when contact is limited to ads or landing pages, it can be difficult to communicate sufficiently with customers. From that perspective, we recommend LINE-based communication as beneficial both for our customers and for our company.

I have also come to realize that even tools and measures that are inherently effective for a business can produce very different results depending on the partner you work with.
With wevnal, in a very positive sense, you can really feel that difference, so if you have implemented a solution but have not seen the results you expected, I would strongly encourage you to talk with them at least once.
It is precisely because I believe that who you meet and who you work together with is truly important.

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

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

A specialist consultant will respond.