What is customer management (CRM) on LINE?
The LINE Official Account is a communication tool you can use as a CRM — from acquisition through to promotion — even on the free plan. A major strength is that it works equally well for physical stores and for ecommerce. It has everything you need to build a relationship with a customer: one-to-one messages to contacts who have added you, broadcasts announcing a campaign, coupon distribution, open-rate analysis and more. In physical stores you can also award points through a shop card, hand out coupons, and record visits with LINE Touch.
Related pages
StoreCRM for LINE — the definitive Shopify and LINE integration app
How to connect Shopify with a LINE Official Account
How to let customers sign up and log in to Shopify with LINE Login
How to add a LINE ID linking icon to your Shopify store
4 Shopify LINE ID linking apps compared
8 CRMs for Shopify compared, and what an app gets you
Using and integrating customer management and CRM apps on Shopify
Even the free LINE Official Account plan can win customers and grow sales
A LINE Official Account gives you a lot for free. The standard features do not, however, cover abandoned checkout recovery, back-in-stock notifications, price-drop alerts on wishlist items, chatbots, in-store booking, AI-driven sending or advanced reporting. That is where a LINE extension app — an app that connects to your LINE Official Account — comes in. Connect it to the CRM behind your ecommerce store or your shops and you can send accurate, automated messages driven by purchase and browsing history. LINE stops being a broadcast tool and becomes a genuine CRM foundation that grows revenue. While your customer base is small the free features will take you a long way; consider a LINE extension app once your store grows or you start needing features the standard account does not have.
What a LINE Official Account can do
| Feature | What it covers |
|---|---|
| Messaging | Composing messages, managing recipient lists, sending campaigns |
| Automated sequences | Sending a series of messages automatically to new or long-standing contacts |
| Auto-reply | Keyword-based replies plus AI responses, 24 hours a day |
| Rich message formats | Persuasive image, card and video messages |
| Coupons | Creating and distributing online coupons to drive visits and purchases |
| Shop cards | Digital stamp cards that award stamps and points to encourage repeat visits |
| Surveys | Multi-question surveys that capture customer needs and satisfaction |
| Account satisfaction surveys | Collecting ratings of your store or service inside LINE |
| LINE Touch | Recording visits and usage via QR check-in |
| Greeting message | Sending an automatic first message when someone adds you |
| Rich menu | An image menu at the bottom of the chat, with tabs, that guides customers where you want them |
| Audiences | Segmenting and messaging people who took a particular action |
| Tracking (LINE Tag) | Embedding a tag on your website to measure customer behaviour |
| Add-friend ads | Running ads to grow your contacts and optimise cost per acquisition |
Bookings, points, prize draws and AI chatbots come from extension apps
A LINE extension app gives you advanced segmented campaigns based on customer attributes and web or ecommerce behaviour, and automated sequences triggered by what a customer does. On top of that you get booking management inside LINE, digital membership cards, points and prize draws to drive visits and purchases, and 24-hour automated responses from an AI chatbot. Open rates and detailed reports make the results visible so you can improve on them.
What a LINE extension app can do
| Feature | What it covers |
|---|---|
| Advanced segmented sending | Personalised messages based on customer attributes and web or ecommerce behaviour |
| Advanced automated sequences | Sequences triggered automatically by customer attributes or behaviour |
| Booking management | Handling bookings and form submissions entirely inside LINE |
| Subscriptions and made-to-order | Automating signup, changes and follow-up for subscriptions and made-to-order products inside LINE |
| Membership cards, points and prize draws | Issuing digital membership cards, awarding points for visits and purchases, and running prize draws |
| AI chatbot | Automating enquiry handling with 24-hour AI responses |
| Open rates and reporting | Analysing marketing performance from message and coupon open rates and detailed reports |
How a LINE extension app fits together
Website, ecommerce store and CRM
Product data Inventory, prices, categories
Customer data Account details, wishlists, purchase history
Behavioural data Cart additions, pages viewed, when they dropped off
LINE extension app
- Automations for abandoned carts, restocks, price drops, coupons and more
- Booking management and follow-up
- Subscription and made-to-order messaging
- Digital membership cards, points and prize draws
- AI chatbot
- Open rates and advanced reporting
LINE delivery (LINE Official Account)
- Abandoned cart, back-in-stock, price-drop and birthday messages
- Booking management and follow-up messages inside LINE
- Subscription and made-to-order messaging
- Issuing digital membership cards, awarding points for visits and purchases, running prize draws
- 24-hour AI responses
This illustrates data flowing from your website, ecommerce store and CRM into a LINE extension app, which then sends automatically from your LINE Official Account according to the conditions you set.
The benefits of running CRM on LINE
Managing customers with a LINE extension app adds useful features the LINE Official Account does not have on its own. It also lets you send the right message automatically according to purchase history and visit frequency, so effective promotion takes very little effort. And because you can analyse open rates and coupon usage as hard numbers, you can tell which campaigns are working and improve from there.
Advanced CRM the LINE Official Account cannot do
The biggest benefit of a LINE extension app is the CRM functionality it adds. You get fine-grained management of customer records and the ability to send based on purchase history, visit history and how the customer signed up. You can also add exactly the features your industry and your operation need — back-in-stock notifications, booking management, points, membership cards — which makes your customer communications far more strategic.
Automatically personalised messages for every customer
A LINE CRM sends each customer the message that suits their attributes and behaviour. Purchase count, browsing history, visit frequency, birthday and more all feed into who gets what, which cuts pointless broadcasts and raises response rates. Automated sequences and birthday coupons run themselves, so consistent follow-up costs you almost nothing.
Open rates and coupon redemption, visible and analysable
An extended LINE CRM gives you detailed analysis of open rates, click rates and coupon redemption. Because you can see in numbers which campaigns are producing results, improvement stops being guesswork. Measure each campaign, keep and refine the ones that land, and you will maximise revenue. The more customers you have, the more that data-driven approach is worth.
What you can do with marketing on LINE (CRM)
A LINE extension app lets you run CRM that sends each customer the right message automatically, based on purchase history and visit data. In ecommerce that means back-in-stock notifications and abandoned checkout recovery; in physical stores it means membership cards, booking management and post-visit follow-up. Revenue goes up and operations get more efficient at the same time. Because ecommerce-oriented and store-oriented apps differ substantially, choosing one that matches your goal is what determines the result.
CRM that turns customer data into revenue
A LINE extension app enables CRM connected to real behavioural data — the kind that actually moves revenue. Its greatest strength is sending each customer a message optimised for them, based on purchase history, visit count and what they told you when they signed up. Automatic birthday coupons, nurture sequences and AI-optimised send timing all become possible, so revenue growth and operational efficiency advance together.
Customer management tuned to ecommerce or to physical stores
LINE extension apps come in ecommerce-oriented and store-oriented varieties, so choosing one that matches your industry and your goal is the key to results. In ecommerce you can automate back-in-stock notifications, abandoned checkout follow-up and recommendations based on purchase history. Connected to Shopify in particular, you can build a system that prevents missed purchases and drop-off while growing revenue efficiently. For physical stores, you get LINE membership cards, visit history, bookings, post-visit follow-up and 24-hour AI chat — the machinery for turning a first-time visitor into a regular. If you run both an ecommerce store and physical stores, using more than one app, each suited to its purpose, is often the right answer.
Choosing a LINE extension app by goal, channel and industry
The best LINE extension app varies enormously with your goal, your business model, your industry, your channels (physical stores or ecommerce), how you operate and your budget. If you are primarily an ecommerce business, choose an app that supports personalised automated messaging — inventory-linked notifications and campaigns driven by purchase data — and you will capture far more of the demand you already have. For physical stores, or a mix of stores and online, look for apps that handle visit management, membership cards, bookings and points, so acquisition turns into repeat business. Whether you want one person running it or a full team, and what you can spend up front and monthly, matter too. Pick the extension app that fits how you actually operate and what you can afford, and getting value out of LINE becomes much more manageable.
Choosing by goal
| Example goal | Tools commonly considered |
|---|---|
| Connect Shopify, a CRM and LINE | StoreCRM, KUZEN, Liny, MAAC and others |
| Also selling on marketplaces (Rakuten, Amazon) | KUZEN, Mico Engage AI, MAAC and others. Check how data is connected and what it covers first. |
| Running physical stores and online together | KAKERU, DECA for LINE, Mico Engage AI and others |
| Using AI and automated responses on LINE | Ligla and others. What can be automated varies with the configuration. |
| Small ecommerce, sole traders, schools, beauty, clinics | L Step, Liny, TalkLabel and others |
| Advanced segmentation over large data sets | KUZEN, Mico Engage AI, MAAC and others |
This table is a guide based on publicly available information about each service and on common adoption patterns. Actual features, integrations, pricing and coverage depend on each service's specification, your contract and your systems. Always check the official information before you commit.
Choosing by channel and industry
| Category | Industry | Best-fit app | Why |
|---|---|---|---|
| Physical stores | Hair salons, chiropractors, beauty salons | L Step | Bookings, automated sequences and post-visit follow-up all managed in one place inside LINE |
| Physical stores | Restaurants | KAKERU | LINE membership cards, points and visit coupons run together as one programme |
| Physical stores | Fitness and education | Liny | Good support for course sequences, rich menu switching and surveys |
| Stores + ecommerce | Retail (stores plus online) | KAKERU | Visit management and ecommerce integration together, so customer data works across both |
| Stores + ecommerce | Made-to-order production | Liny | Consultation, quoting, progress updates and delivery notices all managed in LINE |
| Ecommerce | Retail, apparel, cosmetics, food (repeat purchase) | StoreCRM | Subscriptions, back-in-stock notifications, birthday messages and purchase-history campaigns are easy to automate |
| Ecommerce | Health foods, supplements, serums (subscription) | MAAC | Strong follow-up based on subscription status and purchase data |
| Ecommerce | High-value ecommerce (appliances, furniture, jewellery) | KUZEN | Behaviour-driven sequences suited to products with long consideration periods |
| Ecommerce | Low-volume and solo ecommerce | L Step | Product information, bookings, enquiries and the path to purchase built simply inside LINE |
Several of these apps (KUZEN, MAAC, Liny, L Step among them) work across more than one model; the table classifies them by their most common use.
LINE extension apps by platform
Key: ◎ = strong / ◯ = supported / △ = limited or needs another app / × = not supported / orange = ecommerce-leaning / purple = store-leaning / blue = both
| App | Shopify | Custom store / API | Industry | Store size | Key features |
|---|---|---|---|---|---|
| StoreCRM | ◎ | △ | Retail, apparel, cosmetics, food | Small to mid-sized ecommerce | Back-in-stock and price-drop alerts, birthday messages, subscriptions, segmentation on purchase history, CRM data management |
| KUZEN | ○ | ◎ | Large-scale and high-value ecommerce | Large ecommerce | Advanced chatbots, automation flows, external data integration, fine-grained segments, behaviour tracking |
| Liny | ○ | ○ | Schools, consulting, online courses, small ecommerce | Small to mid-sized | Automated flows, rich menu switching, surveys and forms, tag management, external integrations, course sequences |
| Mico Engage AI | ○ | ◎ | D2C, high-value ecommerce (stores plus online) | Mid to large ecommerce | AI-optimised sending, unified customer data, automation flows, chat support, store and ecommerce data integration |
| DECA for LINE | ○ | ◎ | Shopping centres, store membership plus ecommerce | Large venues to chains | LINE membership cards, unified purchase and visit history, venue data integration, points, visit campaigns |
| MAAC | ○ | ◎ | Health foods, beauty (subscription) | Mid-sized ecommerce | Prize-draw campaigns, purchase data analysis, AI recommendations, automated sequences, repeat purchase campaigns |
| Ligla | ○ | ◎ | Ecommerce generally | Mid-sized ecommerce | Automation flows, AI chat, automated customer support, fewer staff needed for enquiries |
| TalkLabel | ○ | ○ | Schools, small ecommerce | Small ecommerce, classes | Automated sequences, booking management, survey forms, simple customer data, response measurement |
| KAKERU | ○ | ◎ | Restaurants, retail, beauty (stores plus online) | Small to mid-sized stores | Visit management, LINE membership cards, store and ecommerce customer data, points, post-visit follow-up |
| L Step | ○ | ○ | Beauty, education, small businesses | Small to mid-sized | Automated sequences, bookings, surveys, tag management, segmented sending, conversion measurement |
This table is a guide based on publicly available information about each LINE extension app and on common adoption patterns. Actual features, integrations, coverage, pricing and API availability may differ depending on each service's specification, your contract and your systems. Nothing here guarantees a particular result. Always check each service's own site and documentation before you commit, and satisfy yourself that it suits your goals and environment.
10 CRMs for LINE
The best LINE extension app depends heavily on your store's size, your industry, your platform and the features you need. If you run ecommerce primarily on Shopify, StoreCRM is the best fit thanks to its native integration. It automates ecommerce-specific tactics: abandoned checkout recovery, back-in-stock notifications and campaigns driven by purchase data. If you run physical stores alongside online, KAKERU, DECA for LINE and Mico Engage AI are strong on visit data, membership cards and POS integration. For smaller stores, L Step works well; at mid to large scale, data-integration-led tools such as KUZEN and MAAC suit better. Choose with your goals, your budget and the platform you already use in mind.
StoreCRM
Grow revenue with Shopify and LINE — the strongest CRM for managing LINE and email together
★ Ecommerce-focused / built for Shopify / repeat revenue / back-in-stock and abandoned checkout
StoreCRM is a LINE extension app for Shopify stores. It sends email notifications and email marketing alongside LINE, so all your customer communication and promotion happens in one admin. Its main features include abandoned cart follow-up, back-in-stock notifications, price-drop alerts on wishlist items, product recommendations based on purchase history, and birthday coupons. Post-purchase follow-up and subscription invitations can be automated too.
Because customer attributes and purchase data are linked to the LINE ID, you have fine-grained control over who receives what. You can vary the content by customer condition, or send a series of messages in order. Setup is simple: an ecommerce manager can configure it without specialist knowledge. Japanese-language support means even first-timers can get started comfortably. Connecting your LINE Official Account is done from the app's admin.
KUZEN
CRM, bookings and chat automation that extend a LINE Official Account
★ Large ecommerce / high-value products / serious CRM / LINE and data integration
KUZEN substantially extends the basic LINE Official Account with CRM, marketing automation and chatbot functionality. It sends messages tailored to each contact based on their attributes, survey answers and behaviour on your website. Varying content by gender, age or interest, or sending a staged sequence, is straightforward to configure.
Its chatbot for automating enquiry handling is another major strength. It answers common questions, takes bookings and handles documentation requests, and it is used across ecommerce, physical stores, schools and staffing services. Because it is no-code, it is easy to adopt and run without specialist IT knowledge, and it integrates flexibly with external CRM, POS and marketing automation tools.
Connecting it is simple: select your LINE Official Account in the KUZEN admin and follow the on-screen authentication. Once connected, you can configure flows and chatbots.
Liny
Chatbots, surveys and automated sequences — a full-featured LINE extension
★ Schools / education and courses / made-to-order / stores plus ecommerce
Liny makes things that are hard with a plain Official Account — customer management, fine-grained targeting, chat automation — comparatively easy. You can tag each user and vary what you send by age, interest or visit history, which means information reaches only the people who need it, and response and acquisition improve accordingly.
You can also configure chatbots, auto-replies, survey forms and button-based menus, automating enquiries, bookings and documentation requests. Measurement is well covered too — URL click tracking and acquisition-source analysis let you see the results of your LINE programme in numbers. It is no-code, so no specialist knowledge is needed. To connect it, select your LINE Official Account in the Liny admin and follow the on-screen authentication.
Mico Engage AI
Connecting with customers through AI — Mico Engage AI
★ Stores and ecommerce / AI-optimised sending / enterprise
Mico Engage AI (formerly MicoCloud) extends the LINE Official Account into a CRM and marketing automation tool that makes the relationship between a company and its customers deeper and more efficient. AI-driven data analysis and send optimisation are its distinguishing features, delivering the right communication to each individual.
It ingests website behaviour, survey responses and purchase history, then supports segmented sending and automated sequences by age, gender, interest and behaviour, with AI choosing the best moment to send. Auto-reply chatbots and multi-location, multi-operator management are supported as well, making enquiry handling, booking management and visit campaigns more efficient. It is used across many industries as a practical LINE marketing foundation for growing revenue and repeat rates. To adopt it, enquire through the official site; a dedicated representative supports you through connecting your LINE Official Account, and you can start quickly from there.
DECA for LINE
Segmented sending, chatbots, bookings, membership cards and points, all run through LINE
★ Shopping centres / membership cards and points / in-store digital transformation
DECA for LINE is a LINE-specific marketing automation and CRM tool that substantially extends the Official Account. Beyond LINE itself it connects to your website behaviour data and external databases, so you can send each contact messages matched to their age, interests and purchase history. You can implement membership cards, points and booking management inside LINE, split sends by segment, and nurture and follow up automatically with sequences and flows. Chatbots and auto-replies mean enquiries and bookings can be handled entirely in LINE, making customer support more efficient. It has been adopted across ecommerce, physical stores and services, so companies new to LINE marketing can adopt it with confidence. After an initial consultation, you configure the connection between your LINE Official Account and your database, and you can start with segmented sending and chatbots.
MAAC (LINE × CRM / LINE marketing automation)
Customer management, automated sending, abandoned cart recovery and visit campaigns on LINE
★ Subscription ecommerce / subscription-focused / health foods and beauty
MAAC (LINE × CRM / LINE marketing automation) is a LINE marketing tool that works for both ecommerce and physical stores. Its defining feature is handling everything from customer management to promotional automation through your LINE Official Account. In ecommerce that covers abandoned cart follow-up, automatic post-purchase follow-up and repeat purchase campaigns; in physical stores it covers visit campaigns, coupons and return-visit follow-up. Because content varies by customer attributes and behaviour, you deliver only what each person needs. To adopt it, enquire through the official site, discuss requirements with your representative, and configure the LINE Official Account connection. Set up your flows and you are ready to run. Growing revenue and improving efficiency at the same time, in stores and online, is MAAC's great strength.
Ligla
LINE and AI for automated sending, chat, coupons, purchases and visit campaigns
★ AI automation / efficient enquiry handling / made-to-order
Ligla ingests store visits, purchase history and customer attributes as data, and sends each user the message that suits them. That covers a wide range of tactics: driving purchases and return visits online, and driving visits and distributing coupons in store.
With AI and data analysis you can configure sending timed to a user's behaviour, along with automated chat responses, so effective communication costs you very little effort. From winning contacts through campaign sending, purchase campaigns and repeat nurture, you can design the whole customer experience around LINE.
Adoption is simple: sign up through the official site and configure the LINE Official Account connection. The UI is approachable for beginners, and no knowledge of data or automation is required.
TalkLabel
Membership management, automated sending and repeat purchase campaigns, all on LINE
★ Small businesses / schools and instructors / bookings and nurture
TalkLabel strengthens the LINE Official Account into a marketing tool covering customer management, promotional automation and ongoing sales campaigns. You can group contacts by gender, age, area or interest and send each group what suits them, so you reach prospects and existing customers effectively.
You can also set up reminder flows and automated sequences that send at the right moment — just after someone adds you, before and after an event, after a purchase — so nurturing customers and driving repeat business takes very little work. Chatbots and surveys let you handle bookings and enquiries entirely inside LINE. And because you can analyse open rates, click rates and how contacts found you, you can see which campaigns work and improve from there.
Adoption is simple: sign up on the TalkLabel site and link your LINE Official Account. If you want membership management, promotion, nurture and repeat business all automated inside LINE, TalkLabel is a dependable option.
KAKERU
Bookings, membership cards, stamp cards, coupons and prize draws for stores and ecommerce alike
★ All-rounder / sole traders, stores and ecommerce / beginner-friendly
KAKERU extends the LINE Official Account so that customer management, bookings, segmented sending and coupon distribution are all managed inside LINE. It suits ecommerce, physical stores and service businesses alike: take bookings for events, services, store visits or property viewings through LINE, then handle reminders, booking status and post-visit follow-up automatically.
It also has a strong set of promotional features for driving visits and purchases — membership cards, digital stamp cards, coupons and prize draws. Customers can be classified by age, gender, visit count and interests for targeted sending, which cuts wasted messages and produces communication people actually respond to.
KAKERU is semi-modular, so you pick only the features you need: start with the basics and extend later as your operation grows. To adopt it, enquire through the official site, go through requirements with your representative and configure the LINE Official Account connection; you can be live very quickly.
L Step
Automated sending, bookings, nurture and analytics for B2C, all in one place
★ Ecommerce-focused / built for Shopify / repeat revenue / back-in-stock and abandoned checkout
L Step is a marketing automation tool for B2C. Auto-replies, automated sequences, segmented sending, booking management, customer management and analytics together cover the sophisticated marketing that plain LINE cannot. Capture attributes and interests in a survey after signup, vary your messages accordingly, and you can take a prospect through nurture, purchase or a store visit, and follow-up, entirely inside LINE.
For hair salons, beauty salons, classes and restaurants, it takes bookings through LINE 24 hours a day, and reminder messages reduce no-shows and improve attendance. Analysis of open rates and responses lets you learn which content and timing work and improve as you go. To adopt it, sign up through the L Step site and configure the LINE Official Account connection.
Summary
LINE extension tools vary widely in what they emphasise. Rather than reaching for the most capable tool immediately, spend a while with the standard LINE Official Account features first and work out what is missing and what you want to automate. Then choose the app that suits your industry and how you operate. For ecommerce on Shopify, for instance, StoreCRM is the right fit, with its strength in back-in-stock notifications and abandoned checkout recovery. For physical stores, KAKERU, L Step and DECA for LINE are strong on bookings, membership cards and driving visits. And for large-scale operations or advanced automation, KUZEN, MAAC and Mico Engage AI are worth considering. Choosing on the basis of your goals, your budget and the platform you already use is the shortest path to getting value out of LINE.
