“Private Traffic”
Bicome's experience in communities, including what we did, got wrong and fixed, written up as a book: why eight in ten communities die, and how to keep the other two alive.
See this book on Books.com.twUser Operations · Since 2022
You have plenty of members.How many of them actually have a relationship with you?
Traffic scatters; the people who stay are what's yours. Bicome helps brands turn silent users, one by one, into people who speak up for them.
- AI User Insight
- Human Operations
- Loyalty Game
Watch the ring of light: it spreads out from one person, then returns to where it began. Each round, a few more people stay. Move your cursor to light up someone, too.
- brands trust us with their members
- 300+
- From beauty and education to creators, every community has its own personality, and we get to know them one by one.
- new brands join every year
- 70–80+
- Every year, more brands want to look after their members properly.
- members building achievements in Bicome
- 10,000+
- Each one has a name and a progress bar, not just a row on a list.
- missions completed by members themselves
- 100,000+
- Going to bed early, drinking water, sharing an order, introducing yourself: small things that slowly become a habit with the brand.
Where does your traffic end up?
- Ads
- New customers
- Purchase
- Join LINE
A pile of gray membersSilence
Ads keep getting pricier
Every month you're meeting strangers all over again.
Lots of people on LINE
But you can't tell who truly likes the brand.
Campaign after campaign
Prize draws, coupons, spin wheels: when the campaign ends, so does the engagement.
Plenty of members in the CRM
But no idea who to do what for next.
The problem isn't that you lack members.It's that your members aren't being nurtured.
What is User Operations
How does a silent member get won over?
- Day oneMakes a first purchase and joins LINEStranger
- A week laterReads the brand's contentAware
- Two weeks laterLeaves her first comment, and someone calls her by nameEngaged
- Week threeCompletes her first brand missionInvolved
- Over a month laterBuys a second timeRepeat buyer
- Over two months laterShares how she uses the product, unpromptedBeliever
- Over three months laterInvites a friend to joinAdvocate
Amy is a made-up member. Every step she takes is something we see in communities every day.
From getting to know you, to helping you. This is what Bicome means by “User Operations”.
AI sees behavior,people read motivation.
So at Bicome, every stop is a relay between AI and people.
- Let them get to know you
AI seesWhich content makes people stop
People take overWrite the next piece they care about
- Let them trust you
AI seesWho joined three days ago and still hasn't spoken
People take overCall their name, catch the first question
- Let them like you
AI seesWho is stuck halfway through a mission
People take overDesign the next step to be just right
- Deepen the relationship
AI seesWho is about due to buy again
People take overGive them a reason, not another coupon
- Let them help you
AI seesWho often answers newcomers
People take overInvite them to become the brand's KOC
PAUL'S NOTES
Views on User Operations
Founder Paul Weng shares, in one short video a week, what he sees happening in communities.
The essence of private-domain operations is User Operations.
And the essence of User Operations is building relationships with users and incubating a brand's KOCs.
Why do people keep coming back?
It's not the points. Points are just a tool. What really brings people back are these six feelings.
Progress
“I'm almost there”
Missions · progress · login streaks
Achievement
“I got something done”
XP · levels · badges
Status
“I'm someone special”
Member tiers · VIP · core members
Belonging
“Someone here knows me”
Community · interaction · replies
Reward
“My effort pays off”
Points · perks · redemption
Discovery
“I want to see what's next”
Exploring · card draws · surprise content
Bicome Loyalty turns these motivations into a system you can actually run.See the Bicome member system
BICOME LOOP
It starts with one person, spreads across the whole community, then returns to the starting point for the next round. Not starting from zero with every campaign.
- 01ATTRACT
Let them get to know you
Bringing in new people. Use content they truly care about to draw in the right ones.
- 02BELONG
Let them trust you
Retention. Someone remembers their name and catches their questions. The most critical step: without trust, nothing after it moves.
- 03ENGAGE
Let them like you
Activity. Topics, missions and small wins, so there's something to do every day.
- 04GROW
Deepen the relationship
Using, buying again, coming back, and stepping into more moments of their daily life.
- 05ADVOCATE
Let them help you
Spreading. They share how they use the product and invite friends in, becoming the brand's own KOCs.
↻ Then back to the starting point: the friends they brought in trust you from day one. The next round starts from higher ground.
Three ways to get started
It depends on how much you want to do yourself.
01Your team does the work, we bring the method
Advisory coaching
We meet your team every week to focus on community positioning, mission design, campaign rhythm and reviews. The people are yours; we share the method and the judgment calls.
Talk about coaching02Our operations team runs it for you
Managed operations
Our operations team steps into your LINE community: replying every day, starting topics, running events and tracking member signals, with a weekly review for you.
Talk about managed operations03You run it yourself, with the Bicome member system
System tools
Missions, points, levels and redemption, built into your LINE. A fit if you already have an operations team and lack a mechanism that keeps members coming back.
See the member system
A day of managed operations
What is Bicome up to today?
We don't just hand you a system.We really do the work, every day.
- Morning — Reply to questions left in the community last night (People)
- Late morning — Check yesterday's interactions and member signals (AI)
- Noon — Start today's conversation topic (People)
- Early afternoon — Find recent high-potential members (AI)
- Afternoon — Design next week's missions (People)
- Evening — Analyze what users shared this week (AI)
- Before close — Operations review (People)
Next week isn't a fresh start.It's a week that understands your members better than the last.
A brand's real assetis the people who choose to stay.
Evidence over Feeling
Evidence matters more than gut feelingEvery judgment should trace back to data, or to what a member actually said.
Run over Perfect
Run first, perfect laterTest fast on small samples, and change course quickly when wrong.
Review over Repeat
Review, don't repeatEvery review should make the next round better.
Run our clients' brands as if they were our own.
Join us (104 Job Bank)
What is User Operations?
User Operations is turning a customer who has “bought once” into someone who comes back, takes part and recommends you. It isn't sending a few more ads or coupons. It's an ongoing relationship: someone welcomes new members, someone responds to comments, and a mechanism lets participation build up into identity and achievement.
How is Bicome different from ordinary community management agencies?
Most agencies handle posting and campaigns. Bicome does three things together: AI finds signals in member behavior, a real operations team builds relationships, and the member system lets participation keep accumulating. We look at whether members are really being nurtured, not at how many posts went out.
What is a brand KOC?
A KOC (Key Opinion Consumer) is a customer who has really used the product and is happy to share it. They aren't influencers you hire, but members who grow up inside your community: some step in to welcome newcomers, some love sharing how they use things, some know the brand well enough to answer other people's questions. Bicome's job is to help people like this grow, one by one, in your community.
What kinds of brands is it for?
E-commerce and consumer brands, and creators and personal IPs, especially those that already have a LINE Official Account or LINE community and plenty of members but don't know the next step.
Can I start without a community or a member system?
Yes. We begin with community positioning: why users join, why they stay, and why they'd bring others along. Once you can answer that, build the group, then add mechanisms step by step.
How do AI and real people divide the work?
AI finds signals, segments members and suggests missions. People handle strategy, content, reading the situation and the relationships. The one who speaks for the brand and makes promises to members is always a person.
Can I use only the system, or hire you only as advisors?
Yes. Advisory coaching, managed operations and system tools each fit a different stage, and they can be combined.
In your community,someone is waiting for you to talk to them right now.
Give us the time of a cup of coffee. First, let's look together at:
what is happening with your members right now.