Zeals is a company that provides a social chat commerce solution that leverages a combination of artificial intelligence and conversation-design skills on various social media channels like Instagram, Messenger and Line. Established in 2014, it now has offices in Tokyo and San Francisco and over 300 employees. Various companies in Japan, including Toyota, Shiseido and Dyson, are using its solution.
While the use of AI in dealing with customers is spreading, what makes Zeals unique is its comprehensive approach to conversation design, with a focus on the smallest details. CEO Masahiro Shimizu explained that the company has expert conversation designers who enhance customer engagement by creating an omotenashi (hospitality) experience tailored to each customer while aligning with the brand identity of the client company. This is why Zeals’ platform is used for sales activities, as opposed to the typical question-and-answer formats employed in the customer support of many companies.
He emphasized the importance of understanding a customer’s preferences and concerns to recommend the most suitable item during a sales interaction. It is only through an engaging and satisfying conversation that a customer comes to consider purchasing a recommended item. This is where Zeals’ chat commerce solution comes in.
Shimizu established the company with the aim of revitalizing Japan, which was still recovering from the 2011 Great East Japan Earthquake. He sought to achieve this by launching a startup that would introduce new values to the global market and decided the United States would be the cornerstone for that endeavor. “There are few examples of Japanese tech startups succeeding in the United States. I thought someone needed to make a breakthrough and bring about change,” he said.
In expanding his business in the United States, he was inspired by advice from one of the few Japanese businesspeople with experience in launching a new business there. “He advised us to hire locals to create a team. He said it would be challenging due to differences in language, background, culture and communication styles, but once we overcame these challenges, our business would be much more scalable,” Shimizu said. The company has more than 100 employees engaged in product technology, and over 90% of them are foreign nationals. The majority of the members at its San Francisco office are Americans. Shimizu expressed gratitude for the support provided by JETRO in facilitating visa processes and for opportunities to participate in various business events. “I hope that JETRO will also serve as a conduit for sharing our experience with other aspiring entrepreneurs in Japan, creating pathways for them,” he said.
