WIN FROM THE STARTING LINE

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 ZANROO PROFILE
A Data Technology company that provide
solution for data management and product or services
that are based on data generated by both human and
machines

02 © 2020 Zanroo Limited. All rights reserved

 ZANROO
The POWER of Data to create POWERFUL change

ZANROO
Establishing agility principle in Data Analytics, Machine
Learning and Process Automation to help companies
save valuable time and money through improved
transparency, efficiency and actionable intelligence.

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 ZANROO STRUCTURE
2013
Thailand
Head Quarter

2014 2016 2017 2017

Malaysia Indonesia Singapore Japan

Markets Supported

Myanmar Laos Vietnam Cambodia Philippine China Hong Kong Taiwan Australian

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OUR TRUSTED CLIENTS
 EXAMPLE OF USE CASES
Performance Marketing
(Measurement)

Social Social
Engagement Listening
(Cust. Exp.) (Crisis / Trend)

Social Research
(Customer Intelligence)
 ZANROO
PRODUCT & SERVICES

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 ZANROO
Marketing
Zanroo Social Listening, Master Dashboard,
Warroom, Influencer Monitoring Platform /
Infrastructure

Desk (Customer Service)

Zanroo Desk for Online channel, VOIP,
ChatBot and Customer Data Platform
Z
Marketing Customer
Zanroo Platform / Infrastructure
Service
Centralized Data Storage, Full Cloud or
Hybrid mode, Open-API with ISO27001

Zanroo Eco System

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 ZANROO SOCIAL LISTENING
Our Unique Selling Point (USP)
ZANROO do not rely on data aggregator
but to acquire data directly from Native
ZANROO supports all platforms (esp. FB, IG).
languages, not Roman-centric - Higher volume & relevancy especially
as we use Pattern Recognition. in SEA region
Multi-Language Auto Sentiment assignment is Extensive Local - We archived data, make is a valuable
Capability available for Local languages. Data Source resources for our existing clients
- Covering most top channels for this
region (FB, Twitter, YouTube, Instagram,
Local News, Forums & Blogs)

Unique Multi-level Keywords

structure & Auto-Tagging functions ZANROO platform comes with Open
allowed users to categorize data API, which is critical for brands who
easily for Topic Deep Dive & aim for Digital Transformation and
Analysis (not limited to): data consolidation.
Data Structuring • Product Segment Open API & ISO We are also the only few in the
Feature • Campaign Comparison
Data Security market with ISO 27001 certification
• Attributes Analysis for Data Security.
• Sentiment Analysis

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 ZANROO SOCIAL LISTENING
System Feature

Multi-level Keyword structure

Users will be benefited from Zanroo’s unique

Multi-Level keyword structure as the tracking
scope is extensive with different topics and
categories.
The structure helps analyst to segregate the
data well for topic deep dive.

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 ZANROO SOCIAL LISTENING
System Feature

User Friendly Dashboard

Based on the user requirement,

different template can be set
according to reflect the statistic
for a specific topic, and data can
be visualized from Zanroo’s user
friendly and interactive Panorama
Dashboard. Information such as
Trendline, sentiment, channel
breakdown can be easily obtained
from the dashboard.

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 ZANROO SOCIAL LISTENING
System Feature

Auto-Tagging functions

In Zanroo, data can be further breakdown and

deep dive using features such as Auto tagging.
Tags help user to understand the topic in more
perspective, allowing user to dissect or
crossover certain data for analysis

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 ZANROO SERVICES

Comprehensive Report and Insight Other services

Social Research
Holistic Research Consumer Insight Crisis Prevention &
(Online-to-Offline Data) Influencer Report Management
Product Development Study Trend Tracking Data Cleaning
Demand research Campaign Analysis Seeding / Keyboard Warrior
Marketing Strategy Brand Health
Market Trendspotting Sentiment Analysis /
Risk Report

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 CRISIS MANAGEMENT
Threshold – Threat Level - SOP & Workflow Management
ZANROO would like to be the right partner for Clients to properly set up a Best Practice for Crisis / Reputation
Management. This will include revising elements such as Crisis Threshold, Crisis Threat Level Guide, SOP and
Workflow between different teams to ensure more effective communication and escalation process. Our
experiences with other industries in managing crisis will be a good reference for the practice.

Example of Workflow for

Reputation Management

Example of Crisis SOP

Example of Crisis
Threat Level metrics

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 ZANROO SUCCESS CASE
Brand Health & Industry Trend Tracking

Comprehensive tracking of
brands and categories in the
beauty industry
Utilizing ZANROO’s Listening
capability of multi-level
keywords and tagging
functions to keep track of the
industry movement, own
digital marketing performance
and competitor analysis.

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 ZANROO SUCCESS CASE
Crisis Monitoring & Management

Proactive Monitoring and

Management of Reputation
and Brand Health
• To proactively monitor, search
and alert on any potential
crisis and trending topic
surrounding Nestle Brands.
• Thorough Sentiment analysis
for close to 50 brands also
help management to do timely
strategic planning for each
business unit.

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 ZANROO SUCCESS CASE
Hitachi - Traveler Behavior/Opinion Research

Deep Social Research on

Traveller from Thailand to
Hokkaido
To study the Thailand traveller
to Hokkaido on the change of
behaviour, opinions on
Hokkaido, SWOT analysis
based on:

• Before travel
• On Travel
• After travel

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 ZANROO SUCCESS CASE
China Travelers to Thailand

Deep Social Research on

China Travelers to Thailand

To study the China travellers

travelling to Thailand, on the
change of behaviour, opinions
on Thailand, Shopping malls
preference, activities, analysis
based on social conversation
in various Chinese social
media platform such as
Weibo.

018 © 2020 Zanroo Limited. All rights reserved

 ZANROO SUCCESS CASE
New Market Launch Support
COLLAGEN CONVERSATION IN THAILAND TYPE OF COLLAGEN PRODUCT (where did voices come from?) PRODUCT DEMAND
There are 3 main categories of collagen products
Number of online customers who are interested in collagen product in Thailand market
During June – August 2019, there were over 100,000 messages COLLAGEN TARGET GROUP • Beauty skincare: The majority of voices are from Twitter which is 30% of total
mentions of Beauty skincare products. 1,000
talking about “COLLAGEN” on Social Network in Thailand. Dietary
Supplement, Skincare and food were main topics of overall
Channels • Beauty Eat: Instagram is the main channel. 900 855

conversations. • Healthy Eat: People, who are interested in Healthy Eat product, are more likely to 800
YOUNGER Young people talk about taking 659
utilise Facebook platform. 700

37%
Furthermore, the major reason that Thai dietary supplement like collagen 560 584
helps they look fresh even a lack of 600 Beauty (eat)
people are interested in collagen product is 443
sleeping. 500 453
beauty. As seen on the figure on the right,
58%
17% Freckle
(Decreased from December 2018 – Beauty (skincare)
people tend to have beautiful bright face 400 321
Acne February 2019 by 11%) Health (eat)
without any acne and freckle no matter 300 214
30%
Increase from December

how hot is Thailand.

2018 – February 2019
Beautiful 51% 200 122
15%

Beauty
Anti-ageing, sleepless, smooth skin come Whitening WORKER They work hard and don’t have time Decrease from 100

36% Beauty
second. These groups of people believe that to take care of their skin. Thus taking December 2018 –

Anti-aging collagen drink or capsule helps them

February 2019 20% 0
collagen helps skin elasticity and reduce
35% June July August

Eat
13%
skin cracks. a lot.
Bright

Skincare
(Increased from December 2018 –
Thirdly, health issue, especially elderly to
Sleep less February 2019 by 9%)
Decrease from
December 2018 – 29% This dataset was collected between June and August 2019:
stay healthy, to ease join and knee pain, and 11% February 2019 50%

digestion issue. Smooth skin Not much voice from senior Increase from December
• The interest trend for ingestible collagen products, or “ beauty eat” has been higher than topical collagen products, or “beauty skincare”
SENIOR
2018 – February 2019
people. Most of them are product 5%
4%
16%
8%
Dark spot PR and some information video throughout this period
about health care on YouTube.
8% Good Health
(Increase from December 2018 –
Other 3%
Healthy 97 29% • Despite greater market emphasis on topical ‘beauty skincare’ products, ingestible “beauty eat” products generate higher interest levels.
Hair February 2019 by 6%) %
Eat • Price-competition implies the “beauty skincare” market is saturated.
7% Increase from December
2018 – February 2019
20%
6% Moisturized Other 12% • In “health eat” the presence is for products devoted to relieving/protecting joint pain (such as Omega 3) and collagen products in the “health
4% PREGNANT Woman is still woman. They want

11%
Joint
4% to be beautiful all the time but they 2% eat” sector in online channels are more volatile
3% Prevent cold are aware of the effect of taking
3% dietary supplement during Conclusion: “beauty eat” is the recommended approach as 1) it generates the most interest 2) it is less saturated and 3) perceptions in “health
2%
1%
pregnancy. Other 1%
eat” market act as a barrier (People might don’t trust the new brand)
(Decrease from December 2018 –
February 2019 by 2%)
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MARKET SEGMENTATION MARKETING STRATEGY: BRAND PERSONALITY SUMMARY: FINAL BEAUTY EAT PRODUCT

• Nitta should create an ingestible collagen product “beauty

eat” in jelly form because this form generates the greatest The product should be focused on sales through
interest in the Thai market. Watson’s initially. Although 7-Eleven is a key
Geographic Demographic Psychographic Behavioral • The objective of product is for enhancing skin condition such retailer, price competition and saturation is an
Brand personality is the personification of brand which is a set of characteristic or traits
(Contributor, 2018). The personalities can communicate functional/emotional benefits to as freckles, dark spot, acne and whitening. obstacle. Watson’s is a trusted brand and has
consumers directly add value to the brand. These will enhance the awareness and • The package option is recommended to be in a advantages over online channels in terms of trust
perception of customers toward the brand. pouch/wrapper form for ease of carrying and a and reliability
ü Lifestyle: ü Benefit sought: a product • good fit for busy lifestyles.
ü Thailand ü Age: 18 – 35 years old
§ Getting bored easily is used for reducing skin The brand personality of Nitta collagen should be ‘Ruler’ which refers power, confidence
§ Looking for new and refined problems (i.e. freckle, dark
ü Age: Women and high status. Also, it is correlated with price and quality products.
products spots and acne) and
§ Innovation supplement enhancing skin (i.e.
ü Income: >18,000 baht/month
ü Interest/Opinion: whitening and anti-aging)
• Interested in beauty items
ü Marital Status: Single
• Trust their favorite influencers
• Interested in organic product Point-of –Sale promotions at Watson’s and
(avoid chemical/synthetic Online distribution include:
ingredient) The product price should set around 245 – 285
• Sustainable product i.e. baht in a quantity that will last for 2 weeks or
Employ green practices, • Buy 1, Get 1 Free (or Buy 1, get another
Furthermore, Rungtrakulchai and Setthapat (2016) highlight the following perception of Thai consumers toward Japanese 15 days (or more) for 1 baht)
biodegradable laminated
brands: • 2 for X baht (discounted)
pouch, CSR
ü Concern • Food, especially desserts, is utmost in the minds of the Thai consumer when asked about product association with Japan
• Aging • There is no link between Japanese brand presence in Thailand and Thai consumer awareness These should be assessed in greater detail.
• Skin problems • Thai consumer perception towards Japanese brands is best described throughout the following five adjectives: reliable,
sincere, secure, honest and technical

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A comprehensive prelaunch social research help Nitta Collagen to

successfully launch their product into the Thailand market.

019 © 2020 Zanroo Limited. All rights reserved

 ZANROO DESK
SOCIAL MEDIA ENGAGEMENT

020 © 2020 Zanroo Limited. All rights reserved

 ZANROO DESK

Agile Principals in Omnichannel CX in Business Seamless Customer AI-Driven

CX Innovation Support Operation Experience Chatbot

The Future of Customer Support

The realm of customer contact is an exciting place to

be. No longer a cost center, but the hub of exceptional
CX and engagement, the contact center is the modern
focal point for competitive differentiation.
- Frost & Sullivan

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 HOW DOES ZANROO DESK WORKS?
AUTO-ASSIGN to agent SLA – Dashboard & agent CATEGORY & TAG CANNED RESPONSE
Supervisor or Manager can Could be set up based on Could be set up based on : for ticket message Could be set up based on:
customize the setup of client’s workflow and needs. - First response time Could be set up - client’s templates if available
AUTO-ASSIGN rules *e.g: auto-assign based on - Handling time based on client’s - agent’s historical
(Or disable it) channel, group of agent, - Avg Response time way of categorizing conversation
category message etc. - Resolution time the tickets - Agent created template

Storage Agent’s available

Incoming again
online QUEUEING MGT End session
message
APPLICATION API
AGENT’S STATUS
System auto-assign Ticket opened by Ticket handled Ticket closed
ticket to available agent available agent by agent by agent

Customer

Analytic Report :
- Ticket Report Reports that’s exportable for
- SLA report evaluation, reporting &
- Category & Tag Report supervising
- User Profile & Historical
conversation data
 ZANROO DESK WORKFLOW

*1st Party data

*Chatbot - Promotion
- Customer membership
- Billing information
Escalate Task to internal
Social Media team via email

Zanroo Desk
Ticket Manager
Auto-assign ticket by language, skill or
prioritised issue
Webchat

CUSTOMER
Agents (Online from Anywhere) Customer Data
- Add information to ticket
- Send out survey - History of customer engagement
- Membership data

SMS
Phone Call

User Mapping CRM / CDP

Online Verification

Verification SMS OTP

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 ZANROO DESK

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 ZANROO SUCCESS CASE
5-mins first response Social SLA with CIMB Bank

Socially-devoted Customer Service

CIMB was leading the game of

social media marketing since
2010 to engage with the young
digital native generation which
lead to committing near real-time
customer experience

• 5-mins SLA performance

• Auto-ticket routing by language
• Skill-based ticket routing
• Knowledge Management
• Performance Dashboard

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 ZANROO SUCCESS CASE
Automated Action - E-billing, System Reboot, Service re-connect

Zanroo Desk Chatbot Integrated Link net CRM Chatbot integrated to perform
automated services:

Integrated Zanroo Desk + Chatbot with

Linknet CRM Database to performs
automated actions:
- E-billing
- System reboot
- Service re-connect

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THA