Testimonials
Discover the key to successful customer relations with Bertrand Stephann, founder and CEO of Alcméon!
This interview features Bertrand Stephann, founder and CEO of Alcméon, a SaaS (Software as a Service) platform dedicated to professional messaging. It is aimed primarily at large enterprises wishing to optimize their customer interactions via messaging applications such as WhatsApp and Line.
▶️ 11 minutes
🌎 Language : french - available subtitles : french, english and japanese
Topics: retail,LINE, customer relations, conversational marketing, digital strategy, SaaS, sales optimization, customer engagement.
Bertrand Stephann's background:
In the interview, Mr.Stephann looks back on his career path, which was marked by over 25 years in the digital industry, with management positions at Allociné and AuFéminin, before turning to creating software to improve customer relations. He explains that the idea for Alcméon arose from an observation: online advertising can confuse users, and brands need tools to offer their customers helpful, fluid responses.
The importance of the Line application:
A large part of the interview is devoted to using Line, a must-have messaging app in Japan, which counts 78% of the Japanese population as active users. Mr.Stephann describes Line as a “super app” that enables communication, payment, or ordering of services, making it essential for brands wishing to establish themselves in Japan. He shares concrete examples of success, including Christian Dior Couture, which uses Alcméon to manage its customer interactions on Line in Japan.
The challenges of personalisation:
Finally, the interview explores the challenges of personalising customer experiences and the strategies companies must adopt, particularly in Japan. Stephann recommends starting with simple use cases and adapting to the Japanese market’s particularities, where customer service expectations are extremely high. He stresses the importance of providing smooth, efficient customer journeys to guarantee optimum satisfaction.
Conclusion:
Mr. Stephann emphasises the two pillars of good customer service: responsiveness and attention to detail, essential for building customer loyalty and differentiation in a highly competitive digital environment.
