At the 2025 LINE Supplier Day, eConsulting won the "Best Team Award" for its exceptional customer service operations and stable high-quality services, presented by LINE Taiwan CEO Roger, and accepted by eConsulting CEO Shepherd on behalf of the team. This honor affirms eConsulting's professionalism and innovation in customer service, showcasing a decade of continuous efforts to enhance brand and consumer experiences.

❝ Thank you for the 10 years of companionship and support from eConsulting, making our collaboration filled with trust and tacit understanding. ❞
LINE 2025 Supplier Day

eConsulting x LINE | A 10-Year Partnership Creating Outstanding Customer Experiences

Over the 10 years of collaboration with LINE, eConsulting has always been dedicated to enhancing customer service experiences, and in 2018, it received the "Service Quality Assurance Award." This time, winning the "Best Team Award" not only represents a further enhancement of service quality but also reflects eConsulting's ongoing innovation in digital transformation and brand interaction, making it a trusted long-term partner within the LINE ecosystem.

“Customer service is not just about solving problems; it is the core of brand experience. Truly quality service strengthens brand trust and encourages customers to return continuously.” Shepherd stated in an interview, indicating that companies' expectations for customer service have shifted beyond problem-solving to being central to enhancing brand value. With changes in consumer behavior, companies must think about how to use customer service to build deeper relationships with customers, enhancing loyalty and satisfaction, making customer service a key driver of brand growth.

❝ Customer service is not just about solving problems; it is the core of brand experience; truly quality service strengthens brand trust and encourages customers to return continuously. ❞
 eConsulting CEO Shepherd Chen

📸 eConsulting Operations Manager John & CEO Shepherd with LINE Taiwan CEO Roger and Procurement Lead Kathy in front of LINE's mascot, Bear, together witnessing the 10-year partnership celebration and winning the "Best Team Award"!

The Unsung Heroes Behind the Success of the LINE Ecosystem

From instant messaging tools to a digital ecosystem that impacts various industries, LINE has become a crucial platform for interactions between brands and consumers. Whether it is corporate marketing, digital advertising, content creation, e-commerce shopping, gift giving, music streaming, location information, travel bookings, or gaming entertainment, LINE has created an ecosystem that tightly connects brands and consumers.

Businesses interact directly with the audience through LINE Official Accounts, expanding brand reach with the advertising platform, and utilizing dedicated stores to provide personalized services that meet diverse consumer demands. Consumers can easily compare products, accumulate points, redeem electronic gifts, and even participate in games and plan travels on the LINE platform, enjoying a one-stop service experience.

To keep this vast ecosystem running smoothly, a strong customer service team is needed behind the scenes. As LINE's designated long-term customer service partner, eConsulting supports various industries, including community communication, e-commerce, media, gaming, and digital governance, processing over 50,000 customer service requests monthly, creating a smooth dialogue experience between brands and consumers. Moreover, through real-time response mechanisms, AI data analysis, and optimized service processes, brand customer service not only “responds to needs” but also can “predict needs,” further enhancing customer experience and brand loyalty.

eConsulting CEO Shepherd and LINE Customer Service Operations Manager John captured a precious moment at the LINE Supplier Day 2025 event 📷✨ This instant photo froze the wonderful moment of 10 years of cooperation, and in the future, we will continue to work hand in hand to create even better customer experiences!

How Does Customer Service Handle 50,000 Requests Monthly with Speed and Stability?

eConsulting's LINE customer service team consists of 80 professional customer service agents, responsible for handling customer service requests from different 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 cross-domain integration and collaboration capabilities but can also design dedicated processes tailored to different business needs, making customer service operations more flexible and efficient.

To respond to the rapidly changing market environment, eConsulting continues to enhance customer service operations through talent cultivation, optimizing response mechanisms, and implementing 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, they respond to emergencies through real-time mechanisms, ensuring a 99.9% service availability rate, swiftly adjusting during e-commerce promotions, surges in consultation requests, or other special circumstances to maintain smooth customer service operations.

Additionally, eConsulting actively assists LINE in optimizing customer service processes, introducing automation technology to lighten manual workloads, further enhancing service efficiency, and creating a more precise and fluid service experience through professional management and process optimization.

The Next Step for the Best Team Award: AI + Professional Customer Service for Continuous Innovation

“This award is not just an honor for us, but also a motivation for continuous innovation.” Shepherd expressed that in the future, we will continue to strengthen customer service professionalism, integrating AI, automation, and data analysis technologies to create a smarter and more considerate digital interaction experience for brands and consumers, working together with LINE to create more possibilities!