How could the world’s second largest apparel company keep innovating, and create new and personal ways to connect with its customers?
We used the rise of private messaging to transform the relationship with UNIQLO’s customers to be more personalized.
Scan the barcode and the customer can easily check a product’s availability or find out various styling options for the product of interest.
Initially rolled out on Facebook Messenger, it is now accessible via UNQILO app and LINE, the most popular messaging app in Japan with 90% penetration.
Working with the Google Assistant team, we made UNIQLO IQ available via the voice interface.
Number of UNIQLO app users in Japan with access to UNIQLO IQ
Increase in volume of handled customer support