“Having a great partner like EVOX makes us more confident and steady on our transformation journey.”
— Ying Lu, customer service director at DaYiBio
Building the nation’s top health brand: genuine strength in both products and company culture
Founded in 2011, DaYiBio is Taiwan’s first health food e-commerce brand. Since the beginning, they have been guided by the core belief that customers should get the best products at the lowest cost. They remain committed to this principle while becoming the nation’s leading health brand.
As the brand grew rapidly, DaYiBio continued to advance its product R&D while expanding their international footprint. In 2020 they established an overseas R&D center in Tokyo, Japan, becoming a pioneer in cross-border expansion among Taiwan’s health food e-commerce brands. In 2024 they founded DaYiBio Forest, focusing on forest sustainability and natural healing to launch 100% pure natural essential oil fragrances that extend wellness from the body to every corner of daily life.
On quality and corporate responsibility, DaYiBio has repeatedly earned the Symbol of National Quality and the Monde Selection, putting sustainability into practice. Each month, 5% of profits are allocated to a global child sponsorship program, with 375 children sponsored to date and a long-term goal of 10,000. In 2024, DaYiBio officially obtained B Corp certification, with the vision of being Best for the World and creating lasting positive impact through business action. Its subsidiary iforest is also working toward a goal of planting 23 million trees in Taiwan through privately owned forest sites and a collaboration with the Forestry and Nature Conservation Agency, weaving health, sustainability, and shared prosperity into the brand's DNA.
Obtaining B Corp certification marks DA YI's transition from product trust to a new chapter of sustainable business
A turning point for transformation amid multi-location challenges
As the company continued to scale, DaYiBio’s customer service and telesales teams of dozens of staff were spread across multiple locations in Chiayi and Kaohsiung. Their traditional phone system struggled to meet the demands of cross-location collaboration and real-time management.
“The old system had no call monitoring, no ability to set voice greetings and no real-time data — it was quite a hassle to manage,” recalled Ying Lu, customer service director.
Telesales Manager Johnny Hsiao added, “Traditional phones could only be answered at the desk, which made it easy to miss calls, and every additional device meant one more potential point of failure.”
An even greater challenge was that communication and customer data were scattered across departments with no real-time sharing, limiting the speed of analysis and decision-making. When call volume spiked, supervisors struggled to deploy staff in a timely manner, affecting overall efficiency. DayiBio then began actively searching for a cloud system that could truly connect multiple locations and improve service quality, taking a pivotal step toward digital transformation.
EVOX cloud system empowers customer service and telesales teams to perform at their best
Among the many options available, DaYiBio ultimately chose to implement EVOX CloudTalk and EVOX Connect omnichannel cloud contact center integrated with Vital CRM, ushering in a truly cloud-centered era of communication.
An intuitive interface enables efficient transformation
“EVOX’s interface is intuitive and easy to use — our staff were up to speed in about one to two weeks,” shared Ying Lu.
After implementation, the system’s ACD (Automatic Call Distribution) feature allowed incoming calls for both customer service and telesales to be quickly routed to the most suitable agent, eliminating backups and significantly reducing call transfers.
Flexible management strengthens team resilience
When an agent is unavailable to answer a call, the EVOX system supports personalized voicemail settings that guide customers to leave a message. Agents can return the call as soon as they are back at their desk or return from leave, ensuring every customer receives a proper response. On the management side, the backend provides real-time data on call volume, call duration, and answer rates, allowing supervisors to flexibly allocate staff during peak hours. The comprehensive reporting feature also makes internal reviews and performance reporting more convenient. In the event of a typhoon or other unexpected situation, supervisors can remotely adjust voice greetings and business hour settings to ensure uninterrupted service.
CRM integration for a more personalized customer experience
The integration of EVOX with Vital CRM has taken service to the next level. “As soon as a customer calls, the full profile automatically pops up on screen, allowing instant access to past records so we can respond to their needs quickly,” said Ying Lu. This real-time capability makes service smoother, and customers can clearly feel the team's professionalism and care.
The system also offers call recording and transcription features that allow the team to conduct training and quality improvement based on real conversations. Combined with three-way call support, supervisors can assist agents with complex cases in real time, resulting in a significant improvement in overall customer satisfaction.
Customer service director Ying Lu shares from firsthand experience how EVOX has become a driving force for service quality improvement
From tool upgrade to cultural transformation: Building a people-centered approach to change
DaYiBio firmly believes that the key to digital transformation is not how many systems are adopted, but whether technology truly serves people. Throughout the implementation process, the team emphasized empathy and a human-centered mindset, redesigning workflows from the user’s perspective to ensure every team member understood the value and convenience of the new system. As staff experienced faster response times and an easier workday firsthand, the drive to transform came naturally.
“We started by integrating membership data from, then extended to event planning and customer follow-up, forming a complete service cycle,” shared Johnny Hsiao. This shift transformed service from simple responses into engagements with genuine warmth.
Today, EVOX cloud phone and customer service systems have become a core part of DaYiBio’s daily operations. Looking ahead, the team is evaluating AI-powered innovations such as emotion detection and intelligent response, so that customer service can go beyond answering questions to proactively understanding customer needs, driving the company toward hyper-personalized service.
For companies still on the fence about cloud communication and customer service systems, Ying Lu’s experience is transformative , “After implementing EVOX, we no longer spend time maintaining equipment, and extensions and permissions can be adjusted at any time — whether for remote work or multi-location collaboration, it’s much more flexible.” She added with a smile, “The EVOX team is really responsive. Whenever we raise an issue, it gets resolved quickly. That kind of partnership is exactly what makes us more confident and steady on our digital transformation journey.”
