Customer Data Management Drives 13.47% Conversions for Thuan Chay

Customer Data Management Drives 13.47% Conversions for Thuan Chay

1. Thuan Chay's Challenge: Acquiring Customers Without Retaining Them

At Easy AI, we begin with enterprise pain points, unifying and managing customer data, then turning it into a foundation for advisory AI, customer care, and marketing automation. Thuan Chay's journey below serves as a clear testament.

Thuan Chay is a brand specializing in plant-based health and nutrition products. Thuan Chay built an omni-channel sales system with a stable customer base across Facebook, Website, Zalo, and e-commerce platforms.

When expanding sales across digital platforms, Thuan Chay faced fragmented customer data, high platform fees, underutilized website leads, and chatbots failing to meet consulting demands.
When expanding sales across digital platforms, Thuan Chay faced fragmented customer data, high platform fees, underutilized website leads, and chatbots failing to meet consulting demands.

  • Customer data fragmented across multiple channels: Information was scattered across Facebook, Website, Zalo, and sales platforms, making it difficult to deliver advice and deploy personalized care or remarketing campaigns.

  • Underutilized customer data on Website: The website was a channel where many returning customers researched and shopped, but Thuan Chay lacked a mechanism to capture, manage, and leverage data to increase repeat purchase rates.

  • Dependence on e-commerce marketplaces: Shopee and TikTok Shop generated significant revenue, but the business had to bear increasingly high commission and operational costs.

  • Existing chatbot failed to meet expectations: The AI often provided lengthy responses lacking domain expertise and understanding of buyer behavior. Expanding advanced features also increased operational expenses.

Facing these challenges, Thuan Chay required a solution that would not only help the AI advise more accurately, but also possess the capability to unify and manage customer data, build a proprietary customer database, and establish a foundation for long-term automated care, sales, and marketing operations.

2. Easy AI's Customer Data Management Solution Deployed for Thuan Chay

After evaluating Thuan Chay's problem statement, Easy AI deployed an AI-native platform combined with Zalo Mini App to synchronize customer data, optimize sales operations, and build a seamless care journey across multiple touchpoints.

Omni-channel sales and customer care AI helps Thuan Chay standardize consultation workflows and boost conversions.
Omni-channel sales and customer care AI helps Thuan Chay standardize consultation workflows and boost conversions.

2.1 Thuan Chay AI Chatbot

  • AI trained on Thuan Chay's product data, FAQs, and consultation workflows.

  • Create orders directly within conversations while integrating with Nhanh.vn to look up orders and delivery statuses.

  • Consolidate conversation history from Facebook, Zalo, Website, helping AI remember conversational context when customers return.

2.2 Thuan Chay Zalo Mini App

Easy AI built Zalo Mini App as a dedicated sales and customer care channel for Thuan Chay, helping the business reach customers directly and reduce reliance on e-commerce marketplaces. All customer behavior on the Mini App is synchronized to the CDP, helping the enterprise build complete customer profiles instead of depending on marketplace data.

Mini App is integrated with features including:

  • Flexible payment options via ZaloPay or COD, providing a convenient shopping experience.

  • Support for KOLs and KOCs selling via Affiliate models, expanding distribution channels and optimizing sales costs.

2.3 CDP and Marketing Automation: Understanding Customers - Retaining Customers Effectively

The Customer Data Platform (CDP) consolidates all data from Website, Facebook, Zalo, Zalo Mini App, purchase history, and conversations into a single customer profile. Consequently, Thuan Chay can:

  • Understand which channels customers originate from and how their buying journeys unfold.

  • Track interaction, consultation, and purchase histories across all touchpoints.

  • Identify needs, preferences, and repurchase likelihood for individual customers.

  • Personalize advisory content and promotional offers according to each buying journey stage.

  • Activate Marketing Automation workflows for pre-purchase, point-of-sale, and post-purchase care, contributing to higher conversion and customer retention rates.

3. Results After Implementation

Increased conversions – reduced marketplace fees after 4 months of deployment with Easy AI.
Increased conversions – reduced marketplace fees after 4 months of deployment with Easy AI.

After putting the AI ecosystem into operation, Thuan Chay recorded prominent metrics:

  • 55% of conversations automatically handled by AI.

  • Conversation volume increased 8.4 times compared to pre-implementation.

  • 13.47% conversion rate from AI-assisted conversations.

Notably, AI not only reduced the workload for consulting teams but also contributed to elevating customer experience quality by effectively leveraging centralized data.

4. Conclusion

Thuan Chay's project demonstrates that customer data management serves as the foundation enabling AI to optimize operations, raise conversion rates, and build a sustainable customer base. Leveraging proprietary e-commerce AI algorithms and deployment experience across major brands like Mobile World (The Gioi Di Dong), Dien May XANH, Rang Dong, MediaMart, Easy AI is ready to accompany enterprises in building data and AI ecosystems tailored to specific business models.

>>> Contact Easy AI right here to receive solution consultations and a suitable deployment roadmap!

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