Kenji, Founder of LiFE RiCH
Against the backdrop of rising acquisition and customer service costs year after year, LiFE RiCH faced distinct challenges across the acquisition, conversion, and retention stages:
Acquisition: Traffic Fails to Convert into Brand Assets
With advertising and operational costs escalating year after year, LiFE RiCH invested over 10 million annually in ad spend to acquire new customers. However, due to shifting third-party platform algorithms, Customer Acquisition Costs rose by 2% to 3% annually, severely squeezing gross margins and profitability. Even more challenging, most of this high-cost traffic remained anonymous after arriving on the official website and left without leaving a record in the brand's system—trapping promotional campaigns in a vicious cycle of repeatedly paying for traffic.
Conversion: Delayed Responses Lead to Lost Sales
Beyond retention difficulties with external traffic, internal customer service operational pressure was mounting. Because stainless steel bento boxes involve specific questions regarding microwave safety, material specs, and care instructions, frontline support spent extensive time manually answering repetitive basic inquiries, contributing to high staff turnover. Traditional manual support could not offer round-the-clock responses, causing many high-intent shoppers who hesitated late at night or during off-peak hours to abandon their purchases.
Retention: Lack of Contextual Nurturing Depresses Repurchases Rate
Furthermore, traditional support was primarily reactive, making it difficult to maintain personalized pre- and post-purchase customer relationships or provide contextual purchase guidance based on specific items bought, resulting in low repeat purchase rates. Facing these challenges, LiFE RiCH urgently needed a solution capable of transforming raw traffic into proprietary brand lead assets while turning its customer service center from a cost center into an efficient revenue driver.
With deep experience in entrepreneurship and AI, LiFE RiCH's founder initially attempted to develop an in-house proprietary AI system. However, the technical complexity and development overhead proved excessively high. After evaluating multiple vendors, the team recognized that building and maintaining conversational agents internally was cost-prohibitive, while buying disparate tools would result in fragmented data integration and complex maintenance.
Appier offered three key advantages that directly addressed LiFE RiCH's pain points:
Appier built a 24/7 customer growth engine for LiFE RiCH, converting raw traffic into high-value proprietary brand data across all three key stages: Acquisition, Conversion, and Retention
Retention: AI Agent Guided Selling
Post-purchase conversational journeys are tailored to product usage lifecycles, pushing care tips and tutorials at key milestones like Day 7, 14, and 21. By proactively combining post-sale support with tailored product recommendations, the official website's repeat purchase rate jumped from 10% to 40%, generating an additional NT$300,000 in revenue per 1,000 orders.
Below are LiFE RiCH's operational strategies in action:
During promotional campaigns and high-intent consideration stages, when new visitors arrive via ads on the official website or messaging channels, the intelligent engine activates real-time auto-tagging. Based on pre-set scenarios, it categorizes user interactions and assigns product preference tags. Should a customer hesitate at a key decision point, the AI Agent immediately triggers proactive conversational recommendations, offering relevant FAQs and exclusive promo codes. By leveraging these segmented tags, LiFE RiCH executes highly targeted remarketing campaigns that achieve an exceptional 19% conversion rate among high-value customers.
When customers have real-time questions about product usage, specifications, promotional offers, or returns, the AI Agent accurately identifies customer intent and delivers appropriate responses. For standard inquiries, the Agent directly answers or automatically sends corresponding request forms, such as return applications. Even during non-business hours or late at night, it provides instant, zero-delay responses to resolve hesitations promptly. For complex inquiries outside the knowledge base, the system seamlessly handoffs to human agents, enabling the support team to focus on high-value customer relationships. Crucially, while addressing inquiries, the Agent actively conducts guided selling, naturally converting support interactions into upsell and sales opportunities. This strategy successfully automated 40% of repetitive pre-sale inquiries and drove an 18% increase in overall sales conversion rate over the same period.
Before implementing AI technology, LiFE RiCH's marketing and customer service teams spent significant time manually categorizing tags and responding to repetitive messages, limiting the brand's ability to execute precision marketing at scale. After deploying Appier AI Agent, the brand successfully reversed this struggle. Through automated tagging, the team quickly established over 300 high-precision behavioral tags across customer segments, achieving a major breakthrough in segmentation efficiency and saving at least 66% of manual tagging time.
This transformation generated tangible revenue growth while fundamentally reshaping the team's role. Today, 40% of routine pre-sale inquiries are handled 24/7 by AI, substantially reducing reliance on manual support. Brand employees are no longer tied to passive execution and repetitive tasks; instead, they are empowered as strategic thinkers—focusing their creativity on designing high-converting marketing campaigns, optimizing product lines, and nurturing high-value client relationships. This shift propels the brand from traditional traffic acquisition tactics into a data- and relationship-driven era of refined operations.
Operational Efficiency:
Through 24/7 intelligent responses and human-AI collaboration, the system automatically offloaded 40% of pre- and post-sale inquiries. This lowered operating costs, drastically reduced customer wait times, and established an immediate, trustworthy brand image.
Relationship Growth:
Moving away from transactional, ad-driven traffic acquisition, the brand adopted continuous and empathetic post-purchase conversational journeys to cultivate long-term customer relationships—turning every interaction into a brand-building asset.
Conversational monetization:
Powered by the AI Agent's deep semantic understanding and guided selling capabilities, the brand seamlessly embeds purchase opportunities into problem-solving conversations—transforming customer support from a traditional cost center into a high-performing revenue generator that drives cross-sells and repeat purchases.
In post-purchase care and repeat purchase scenarios, Appier recommends that brands move beyond passively handling returns and exchanges to design a comprehensive post-sale engagement journey via AI Agents. After a purchase, the system automatically delivers targeted post-purchase messages at key touchpoints based on specific product characteristics. These warm, high-touch interactions build strong rapport while introducing limited-time add-on offers for new products at ideal moments—successfully turning customer service dialogues into revenue opportunities with conversion rates projected to exceed 20%.
Looking ahead, LiFE RiCH will continue partnering with Appier to deepen its applications in Agentic AI. Both teams plan to integrate AI assistants with the brand's proprietary knowledge base and harness AI Tagging to build precise customer personas. Additionally, the brand aims to expand automated conversational journeys across diverse messaging channels to create a comprehensive omnichannel personalized experience—using AI technology to unlock its second curve of revenue growth.
About Appier
Appier (TSE: 4180) is an AI-native Agentic AI-as-a-Service (AaaS) company that empowers enterprises to make smarter business decisions through state-of-the-art AdTech and MarTech solutions. Founded in 2012, Appier operates on the vision of "Making AI Easy by Making Software Intelligent," enabling businesses to turn AI into measurable ROI through its Ad Cloud, Personalization Cloud, and Data Cloud solutions. Appier operates across 17 locations in Asia-Pacific, the U.S., and EMEA, and is listed on the Tokyo Stock Exchange Prime Market. For more information, please visit www.appier.com.