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Won the LINE 2025 Best Team Award – How Professional Customer Service Becomes a Brand Growth Engine?
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At the 2025 LINE Supplier Day, Wanshion Telecom was awarded the "Best Team Award" for its outstanding customer service operations and stable high-quality services, personally presented by LINE Taiwan CEO Roger, and represented by Wanshion Telecom CEO Shepherd in receiving the award for the team. This honor is a recognition of Wanshion Telecom's professionalism and innovation in customer service, showcasing ten years of efforts to continuously enhance brand and consumer experience.
❝ Thank you for Wanshion's companionship and support over the past ten years, making our collaboration filled with trust and tacit understanding.❞
LINE 2025 Supplier Day
Wanshion x LINE｜10 Years of Partnership, Creating an Exceptional Customer Experience
In the ten years of collaboration with LINE, Wanshion Telecom has always been committed to enhancing customer service experience, and in 2018 won the "Service Quality Assurance Award". This time, winning the "Best Team Award" again not only represents a further improvement in service quality but also embodies Wanshion Telecom's continuous innovation in digital transformation and brand interaction, becoming a trusted long-term partner within the LINE ecosystem.
"Customer service is not just about solving problems but is the core of brand experience. Truly excellent service enhances brand trust and encourages customers to keep returning." Shepherd stated in an interview, noting that corporate expectations for customer service have gone beyond merely addressing issues; they are now central to increasing brand value. With changes in consumer behavior, companies must consider how to establish deeper customer relationships through customer service, enhancing loyalty and satisfaction, making customer service a key driving force for brand growth.
❝ Customer service is not just about solving problems but is the core of brand experience; truly excellent service enhances brand trust and encourages customers to keep returning ❞
Wanshion Telecom CEO Shepherd Chen
📸 Network Telecom Operations Manager John & CEO Shepherd took a photo with LINE Taiwan CEO Roger and Procurement Lead Kathy in front of the LINE mascot, Brown, witnessing the 10-year partnership and celebrating the award for 'Best Team Award'!
Behind-the-scenes Heroes of the LINE Ecosystem
From an instant messaging tool to a digital ecosystem that impacts various industries, LINE has become an important platform for brands to interact with consumers. Whether it's corporate marketing, digital advertising, content creation, e-commerce shopping, gift giving, music streaming, location information, travel booking, or gaming entertainment, LINE has created an ecosystem that closely connects brands and consumers.
Companies can directly interact with their audience through the LINE official account, expanding brand reach with the advertising platform, and using dedicated stores to provide personalized services, meeting diverse consumer needs. Consumers can easily complete price comparisons, accumulate points, redeem e-gifts, and even participate in games and travel planning on the LINE platform, enjoying a one-stop service experience.
To ensure the smooth operation of this vast ecosystem, a strong customer service team is needed for support. As LINE's designated long-term customer service partner, Network Telecom is responsible for supporting various industry fields such as social communication, e-commerce, media, gaming, and digital governance, handling over 50,000 customer service requests each month, creating a seamless dialogue experience between brands and consumers. Moreover, through immediate response mechanisms, AI data analysis, and service process optimization, brand customer service is not just about 'responding to needs' but also 'predicting needs', further enhancing customer experience and brand loyalty.
CEO Shepherd of Wang Hsien Telecom and LINE Customer Service Operations Manager John captured a precious photo together at the LINE Supplier Day 2025 event📷✨ This snapshot freezes a beautiful moment in the 10-year partnership between the two sides, and in the future, we will continue to work hand in hand to create an even better customer service experience!
With 50,000 monthly requests, how can customer service provide fast and stable service?
Wang Hsien Telecom's LINE customer service team consists of 80 professional customer service personnel responsible for handling customer service requests from various industries, ensuring that every customer interaction maintains a high standard of service experience. In the face of an increasingly complex digital environment, the team not only possesses interdisciplinary integration and collaboration capabilities but can also design custom processes tailored to different business needs, making customer service operations more flexible and efficient.
In response to the rapidly changing market environment, Wang Hsien Telecom continuously improves customer service operation performance through talent cultivation, optimization of response mechanisms, and automation technologies. In 2024, the team's turnover rate was only 3%, far below the industry average, ensuring stable and uninterrupted service; at the same time, we respond to emergencies through real-time response mechanisms, ensuring a 99.9% service availability rate, quickly adjusting to maintain smooth customer service operations, whether during major e-commerce promotions, increased inquiry demands, or related special circumstances.
In addition, Wang Hsien Telecom actively assists LINE in optimizing customer service processes, introducing automation technologies to reduce manual operational burdens, further enhancing service efficiency, and creating a more precise and smooth service experience through professional management and process optimization.
Next step for the Best Team Award: AI + Professional Customer Service Innovating Again
"This award is not just an honor for us but also a driving force for continuous innovation," Shepherd said, emphasizing that in the future, we will continue to enhance customer service expertise by integrating AI, automation, and data analysis technologies to create a smarter and more thoughtful digital interaction experience for brands and consumers, working with LINE to explore more possibilities!
