According to Nielsen’s 2024 LINE Usage Behavior Survey, 92.1% of Taiwanese people aged 15 to 65 used LINE in the past seven days. Nearly half of them open the app an average of 14 times a day, making them medium to heavy users. LINE has become so integrated into everyday life that the number of official LINE accounts in Taiwan reached 3.09 million by the end of 2024.
With more customers choosing to interact with brands through messaging apps, LINE CRM (Customer Relationship Management) is quickly becoming a powerful tool for businesses to build and manage customer relationships.
What is LINE CRM? How does it differ from traditional CRM and Social CRM ?
LINE CRM is a form of Social CRM that combines the power of a LINE Official Account with core CRM features. It enables brands to respond to customer needs in real time, manage customer data and deliver personalized service — all within a messaging platform users already know and trust.
Traditional CRMs are primarily designed for data storage and one-way communications like SMS or email campaigns, whereas LINE CRM is purpose-built for real-time, interactive engagement. This focus on instant, two-way communication effectively addresses the limitations of conventional CRMs in responsiveness and customer involvement.
The table below highlights the key differences at a glance:
| Traditional CRM | EVOX LINE CRM | |
|---|---|---|
| System structure | Built in-house or purchased from a third-party provider | Cloud-based structure, seamlessly integrates LINE and phone support |
| Customer data | Focuses on transaction records and static personal information | Combines LINE chat behavior and preferences to build a complete customer profile |
| Interaction | One-way push communication; lacks real-time engagement | Supports LINE messaging and voice integration for real-time two-way interactions |
| Data analysis | Relies on static reports; lacks interactive insights | Real-time data feedback enables smarter marketing and service decisions |
LINE CRM helps build stronger customer relationships
Using a LINE CRM isn’t just about sending messages through LINE. It’s about creating a smooth, connected experience across all communication channels. A well-designed LINE CRM platform should support omnichannel integration, conversation tracking, smart routing and response monitoring. Here are some key features that help businesses enhance the customer experience:
One platform for both LINE and phone support
Many LINE CRM solutions on the market only support text-based message management, making it hard for support teams to handle phone interactions effectively. This often leads to communication gaps or delayed responses.
EVOX LINE CRM solves this by integrating both LINE messaging and phone support into one platform. Customer service agents can reply to LINE messages and take calls from the same dashboard, reducing the need to switch between tools and lowering the chances of missing important details. Agents can also send documents during calls or explain previous LINE messages by phone. This level of integration is especially valuable for businesses focused on fast, high-quality customer service.
Full customer profile with message and call history
Another major benefit of EVOX LINE CRM is its ability to automatically save each customer’s contact details, chat history, call logs and response records. Agents can easily access a customer’s complete interaction history, whether from LINE messages or phone conversations, all within one system. All data is centralized in the EVOX Connect Knowledge Database, a unified contact database that helps businesses build valuable behavioral insights, ensure service continuity, enable personalized marketing and support smarter, data-driven decisions.
Advanced message management that goes beyond LINE’s native tools
A powerful LINE CRM system offers more advanced and user-friendly tools than the basic LINE backend. For example, EVOX includes a “notes” feature that lets agents record important details during conversations. These notes are stored in the customer’s profile, alongside all chat and call history, making follow-ups easier for the whole team.
Each conversation is automatically marked as “open” at the start. Once the issue is resolved, or if the customer stops responding, the agent can close the conversation. This helps track the progress and lifecycle of each customer case. It also allows businesses to clearly see which team member handled each stage of the interaction, ensuring smoother communication and more consistent service quality.
（EVOX’s dashboard clearly tracks which agent handles each stage of a customer’s interaction）
What are the real benefits of implementing a LINE CRM?
Using a LINE CRM isn’t just about upgrading how you communicate with customers. It’s also a smart way to improve service efficiency and strengthen your brand’s competitiveness. Here are three key benefits that businesses value most:
Build stronger customer relationships
By bringing together messages from official LINE accounts and phone calls into one platform, your team can view all customer interactions in one place and respond more quickly and consistently. Even when different agents handle the same customer, they can easily pick up where the conversation left off. This helps avoid confusion caused by staff changes or missing information, leading to higher customer satisfaction and greater trust.
Reduce external communication costs
A good LINE CRM lets you connect multiple official LINE accounts and automatically route incoming messages to the right service teams. For example, you can organize teams by product line or department to better manage large volumes of messages. Features like auto-replies, access to interaction history, call recording playback, and AI-powered speech-to-text summaries help reduce manual work and repetitive communication, saving both time and resources.
Improve internal collaboration
When front-line agents run into complex issues, supervisors can step in and respond directly through the LINE CRM to avoid delays or unclear handoffs. If the supervisor isn’t available, the conversation can be reassigned to the right team member. This keeps internal workflows smooth and ensures customers get timely, accurate support.
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（Supervisors can step in to assist or reassign conversations to other agents at any time）
How can your businesses get started with LINE CRM? A 4-step quick guide
If you're ready to improve customer communication and service efficiency with LINE CRM, here are four practical steps to help you get started:
Step 1: Review your current service channels
Do you already have an official LINE account? Are you using a phone support system? What other communication tools are in place? Start by evaluating all your existing customer touchpoints.
Step 2: Choose a system that supports integration
Select a solution that brings together LINE, phone support, and customer data in one platform. If it also connects with internal tools like your ERP system, it can help your team respond faster and work more efficiently. Without integration, customer records get scattered across platforms, making it harder to deliver consistent service.
Step 3: Make sure the system includes these essential features
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Quick access to customer profiles and interaction history
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Clear message status, labels and internal notes
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Call recording, AI-powered transcription and summaries for easier review
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Real-time supervisor monitoring and support for team collaboration
Step 4: Set up proper onboarding and training
A good tool works best when paired with the right habits. Before rolling it out, work with your provider to develop internal SOPs and training plans. This will ensure your team knows how to use the system effectively from day one.
Modern customers expect faster, more accurate and more personalized interactions. LINE CRM isn’t just a communication tool — it’s a foundation for building strong, long-term customer relationships. Choosing a smart system that brings LINE, phone, and customer data together helps your brand earn trust and stay competitive.
