Customer Service Policies and Commitments

With the increase in the number of Grape King Bio consumers, we are building a customer loyalty progamme and raising customer satisfaction through data analysis, systematic assistance, and comprehensive staff training. With professional services and specific processes, we establish a customer service experience that is focusing on both customers' requirements and solutions for customers’ problems, creating a satisfying and recommendable service process.

Goals

  • Short-Term

    • Understand customers' requirements and expectations for improvement with regards to the service process through face-to-face customer interviews and establishing effective communication channels with customers.

    • Perform personnel and product training conducted by professional dietitians to enhance product knowledge.

    • Organize customer product FAQ and build a comprehensive database to ensure consistency and professionalism in quick and effective responses to customers' product-related questions.

  • Medium-Term

    Integration of voice system to provide a comprehensive automated voice customer service solution, improving service quality and response efficiency.

  • Long-Term

    Establish comprehensive customer service and dietitian teams to respond to customers’ service-related inquiries and provide comprehensive advice on health, diet, and life.

Customer Service Process and Marketing Strategy Innovation

Grape King Bio’s customer service processes can be divided into two types: general consultation and customer complaint treatment. We have dedicated units that assist with customer service processes to ensure the customers’ feedback is always conveyed and resolved in a timely and complete manner.

  • General Consultation
    Provide consumer product consultation services and respond to related questions from consumers immediately.

  • Customer Complaint
    Due to customers’ complaints becoming more complex, more cross-departmental communication and information verification is required. This year, Grape King Bio has adopted the policy of "Process progress reported within 4 hours, case closed within 24 hours." In the case of complaints about testings and more complicated questions, a specific time will be agreed upon for replies. We hope to seize the best opportunities for resolving consumer complaints through the aforementioned processes, with achieving perfect resolution for any customers' needs as our goal.

New Marketing Model Planning

For the brands owned by the company, and to strengthen the connection between our brand and marketing channels, the company will organize more seasonal activities to promote a positive image of the brands using current events and guide consumers to directly to the desired products at sales channels. For ODM customer cultivation, we also need to strengthen the professionalism of our brand image and increase the trust of ODM customers. Therefore, by using videos, presentations, and other methods, we will allow the customers to understand more about the company's advantages. We summarize the concepts into five major strategies:

Physical channels are the most widely available way for customers to physically see our products. In addition to comprehensive product education training to help store staff understand our products and accurately explain product benifits, we also continue to show comprehensive brand displays and product introductory items at the front of stores to give customers a comprehensive understanding of our brands’ full range of products and increase their purchases.

Grape King Bio uses online media services that can generate agglomeration effects. Including YouTube or Facebook, LINE and other media to help distribute product content and maximize the effectiveness of online marketing. Through the power of KOL members, and through new forms such as profit sharing alliances sales efficiency are increased.

  • Data System：Communication channels between customers and businesses have become more diverse than before. As the omnichannel interactive mode grows rapidly, Grape King Bio continues to optimize its data platform and evolves toward multi-data integration. By integrating the huge amount of data scattered across each system, we can get a panoramic view of our members' purchases, interests, inquiries, and other relevant data, then re-engineer our processes and new product strategies accordingly.

  • Regular Distribution System：We are actively promoting the addition of products such as camphor into the regular distribution system, with the number of regular distribution customers already exceeding 1,000. Following activities will be planned according to the status of regular distribution, and we will actively consider strategies to increase the ratio of products in regular distribution, such as adding turmeric products.

  • CRM system：In response to the continuous increase in the number of members, Grape King Bio have introduced a CRM system to keep a complete record of all members' histories and to classify and manage the members in groups according to their consumption habits, order frequency, and responses on the marketing channel, composing a comprehensive membership management history. Our comprehensive plans for members include the process from DM to outbound calling, covering not just a single purchase but also the subsequent operation and maintenance of the complete membership experience. In the future, the company will be able to record member interactions in their totality, discover products members potentially need through big data analysis, and carry out the planning of agency sales, providing comprehensive health-related advice meeting the members’ health-related needs with a full range of products while also enhancing the consumer experience.

This is the comprehensive community promotion plan for the major products that shall be initiated from the consumers’ point of need. It will include strategies such as KOL experience marketing to product introduction and complete sales bundles, etc., to continuously increase purchases from new customers and optimize the effectiveness of social advertising.

With the rise of the stay-at-home, people nowadays are spending more time online, which also has seen the rise of the audio-related industry. Currently, Podcasters have surpassed YouTubers in their popularity. For the PowerBOMB energy drink promotion, we collaborated with Leo Wang, the Golden Melody Awards winner, and Chunyan, who had worked with Taipei Mayor Ko Wen-Je, to create advertisement songs exclusively for night owls, along with launching the product on the shelves at four major convenience store chains in Taiwan. In the future, we will continue to experiment with emerging media and different marketing models to engage deeper with the lives of our consumers.

Listening to Consumer Voices

Grape King Bio has conducted comprehensive reviews of health care needs, purchase processes, and membership systems to understand the requirements and expectations from the consumers' perspectives. Through interviews, we have also identified the directions for future improvement and established the medium- and long-term plans for customer service. We have made significant changes in the training of our customer service staff, enabling them to respond to customer problems in a professional manner, resolve their concerns, and improve the existing processes by systemized analyses of the information and suggestions brought forward by consumers to reduce customer complaint cases. Through continuous training and rhetorical refinement, we ensure that consumers receive satisfaction with our services and reduce the chance of major customer complaints. The focus of training for customer complaints is about personal information protection, and with the support of the Personal Information Management Committee established by the company we conducted a comprehensive review of personal information use and created records as well as process reviews of personal information-related customer complaints to ensure the reduction in the customer complaint cases related to personnel information.

Customer Privacy and Rights Protection

Grape King Bio protects the personal information and rights of our customers with the highest level of security. The company obtained the ISO/ IEC 27001:2013 certification this year and has established the Information Security and Personal Information Management Committee, with the Chairman of the Board of Directors serving as the supervisor and the members of the committee consisting of senior executives from various departments. Our comprehensive personal information protection is as follows:

  • The consent confirmation for the use of personal information provided to Grape King Eshop has been enhanced by requesting all customers to check the "I agree and allow the site to use my personal information." box to ensure that customers agree and understand the rules for the subsequent handling of personal information in the most stringent manner.

  • Transferring personal information to internal personnel by email attachments has been prohibited, and access to personal information is restricted to those who have permission to access personal information folders, to strictly control the flow of personal information within the company.

  • Regular changes of system account password to enhance system login access security.

Grape King Bio’s Information Security policies

  • Information security is one of the main elements in achieving the company’s operational goals. The company must maintain a high level of information security to ensure the confidentiality, integrity, and availability of its information assets.

  • Maintain the consistency of information security in the company’s operating environment and take into account both information security and information sharing.

  • All information security management regulations must comply with the requirements from government information security-related laws, regulations, and policies.

  • Measures related to information operations must ensure the security of the company’s information and prevent the leakage or loss of sensitive and confidential information.

  • Proper protection of information assets (including software, hardware, network communication facilities, and databases), adoption of appropriate backup recovery facilities and operations, prevention of damage to information assets due to lack of authorization or care, and regular rehearsals of backup recovery operations.

  • Projects implemented by the company shall be applied with appropriate information security management measures to ensure that relevant information is properly protected.

  • Regular information security education and training while strengthening the promotion of information security policies.