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Rising advertising costs and the fragmentation of customer data across platforms such as Facebook, Zalo, TikTok, websites, and call centers are making comprehensive omnichannel customer care difficult to implement. The result is often silent customer churn even as marketing budgets continue to grow.
According to Thang Le, CEO of IDO, businesses are unlikely to generate real profits from the first order if they rely only on advertising. Sustainable growth, he argues, depends on optimizing Customer Lifetime Value (CLV). Personalizing customer experiences using data insights can help retain customers, convert casual users into loyal customers, and increase revenue at each touchpoint.
Deloitte Access Economics reports that 65% of Vietnamese enterprises have used AI-powered messaging tools to engage with customers. Adoption rates are also higher than in neighboring markets, including Indonesia (58%), Malaysia (52%), and Thailand (50%).
The report also indicates that AI use is not limited to large firms. It says 93% of SMEs have applied AI in operations, including 66% using AI to interact directly with customers, 63% to reach new customers, and 56% to understand user needs.
Vietnamese consumers are also changing expectations for how shopping decisions are made. A Meta representative said around 15% of Vietnamese consumers use AI to search for shopping ideas, the highest rate among the markets surveyed. The implication is that AI has become embedded in daily consumer behavior, requiring firms to adapt to remain competitive.
AI’s practical impact is reflected in performance metrics. Advertisers in the Asia-Pacific region achieve an average ROAS of USD 3.47 per USD spent, up 15% since AI adoption. In addition, automation can reduce operating costs for customer service by up to 30%.
The Vietnamese AI market is described as being in a “cleansing phase,” with three key barriers identified in real-world surveys: data security (69%), costs (37%), and a lack of operational staff (32%). In this context, implementing technology is framed as a survival factor for boosting revenue across the customer lifecycle.
Rather than relying on expensive and complex international CRMs, “Make in Vietnam” solutions are presented as a more practical alternative for SMEs with limited budgets and staff. The goal is to build a professional customer-care engine, automate retention, and support sustainable profit growth.
IDO’s Biglead Social AI CRM is positioned as addressing fragmented customer data to optimize customer-service operating costs. The company says the product reached the Top 3 at Techfest Vietnam, a national award overseen by the Ministry of Science and Technology that recognizes credible solutions supporting the digital economy strategy.
Thang Le said that in the digital era, data are assets and Biglead Social CRM is the system that stores those assets, while AI acts as a “versatile key” to unlock maximum value from them.
To address data fragmentation, Biglead Social AI CRM is described as forming a closed loop from outreach to retention. It consolidates customer interactions from channels including Facebook, Zalo, WhatsApp, Instagram, TikTok, and more into a single platform. This supports automated, multi-channel customer-care workflows designed to be consistent and real-time before, during, and after purchase.
The solution also applies an RFM model to classify customers by behavior and value, enabling tailored offers intended to drive higher repeat rates.
Alongside the CRM, the Bigbot AI assistant is described as functioning like a sales admin. It uses NLP, LLM, and RAG to access and respond using the company’s private data stores, aiming to improve accuracy and reliability. The system also includes smart categorization of FAQ items and Flow Bot scripts, with real-time data updates to help businesses reflect changing information quickly.
For SMEs, the article argues that AI can help optimize operating costs by processing large volumes of data and responding to customers 24/7. This is presented as a way to reduce pressure on staff and prevent churn caused by slow responses. The deployment approach is described as flexible, allowing SMEs to roll out capabilities in stages—from basic data management to more advanced features scaled to organizational capacity.
The article frames AI adoption as an economic proposition. It states that in Vietnam, the AI economy is projected to generate between USD 150 billion and USD 250 billion by 2045. It also suggests that early adopters of platforms like Biglead Social AI CRM can gain cost-optimization advantages and accelerate revenue growth across the customer lifecycle.
Finally, it emphasizes a shift in mindset: AI should not be used only to resolve immediate issues, but as a core data governance platform to maintain sustainable control over data assets. As Thang Le puts it: in the digital era, data are assets; Biglead Social CRM is the vault that stores assets; and AI is the key to unlock maximum value from those assets.
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