Client Background
One Map by From Japan is a global proxy shopping service that enables customers to purchase products from Japanese and U.S. online retailers, marketplaces, and auction sites, even if those sellers don’t ship internationally. The service acts as a trusted intermediary, handling purchases, domestic logistics, and international shipping, all from a single platform. It operates through two core offerings: from Japan and from the USA, allowing global users to access hard-to-find items with ease.
One Map wanted to make its proxy shopping experience more seamless, especially for first-time users unfamiliar with the process. The platform includes many moving parts such as fees, prohibited items, campaign offers, supported sites, and shipping guidelines. Customers often had questions while browsing or checking out, and the team wanted to provide clear, real-time support without overwhelming their help center. Their goal was to guide users with accurate, friendly assistance that could reduce confusion and improve overall satisfaction.
Challenge / Problem
Users frequently needed help understanding how One Map works, which stores they could shop from, or how fees were calculated. Questions like “What is proxy shopping?”, “What are prohibited items?”, and “How much does it cost to use from Japan?” were common, especially among new customers. The support team also saw high traffic around features like campaign lists and contact requests, which created the need for a scalable way to answer frequent questions and direct users to the right resources at the right moment.
Solution
One Map implemented a chat-based AI assistant using Omakase.ai to help guide users through the site and explain key aspects of the service. The assistant was trained to respond to questions about fees, shipping restrictions, store eligibility, and how the proxy system works. It also helped users locate campaign pages, find the concierge service, and reach support without digging through multiple menus.
Designed with multilingual accessibility in mind, the assistant included support for Chinese-speaking users, allowing One Map to better serve a core segment of their global customer base. Launched with a fast and seamless setup, the chat assistant was styled to match One Map’s professional and helpful tone. It became a responsive digital companion for users navigating everything from first-time orders to item-specific shipping questions.
Results / Impact
The assistant handled 1,183 customer conversations, generating 6,692 messages with an average of 5.66 messages per session, reflecting strong engagement across the shopping journey. Users frequently asked about orders, shipping, proxy services, and pricing, which indicates that the assistant was successfully addressing key concerns and helping users make informed decisions.
The assistant also guided users to popular marketplace pages, including Mercari JP Marketplace, Rakuten Rakuma Marketplace, Treasure Factory Secondhand, Rakuten Marketplace, and Surugaya Anime & Hobby. These interactions supported smoother site navigation and more focused product exploration. Notably, 15 conversions were recorded during this period, resulting in a conversion rate of 1.27% from assistant-guided sessions, which demonstrates the assistant’s impact on both engagement and purchase behavior.
Takeaways / Why It Matters
One Map’s use of Omakase.ai demonstrates how chat-based AI can simplify complex cross-border shopping journeys by providing real-time clarity on services, policies, and site navigation. By supporting multiple languages, including Chinese, the assistant helped create a more inclusive and accessible experience for a diverse global audience. From answering questions to directing users to high-interest marketplaces, the assistant improved user flow and customer satisfaction.
Global commerce platforms like One Map are using Omakase.ai to deliver multilingual, chat-first support that builds confidence and drives smarter online shopping experiences.
