LINE Official Account and website: dividing the work between two channels

Many companies have both a website and a LINE Official Account yet run them separately, so customers get different answers in each. A better approach is to divide the work and share one body of knowledge.

Website: complete and searchable

The website suits full service descriptions, price ranges, FAQs and articles. It can be found through Google and AI search and is the entrance where new customers get to know you.

LINE: real-time and everyday

LINE suits real-time conversation, follow-up questions, reminders and after-sales. Customers are used to asking small "quick questions" there.

Share one body of knowledge

The website AI assistant and the LINE AI assistant read the same knowledge base, so one question gets the same answer in both. Update once and both stay in sync.

Send traffic both ways

Put a LINE add link on the website; where detail is needed, LINE answers attach links to website pages. The two channels cover for each other.

Keep the hand-over consistent

Wherever the customer comes from, the hand-over method and contact person should be the same.

Which to do first

If your customers live on LINE, start there; if you want to be found in search, build the website first. If you want both, plan them together.