Omnichannel

Live Chat Agents

Our live chat agents stay close to
your customers with
heart-touching hospitality.

Based on our experience and expertise acquired through supporting over 60 million, both private and institutional, au subscribers, we provide one-stop service from operation design, tool selection, to actual operation management in lined with each client’s goals, such as strengthening their customer support, revenue growth, or CVR (conversion rate) enhancement.

Features

Expertise in Building Live Chat
Service Desks with
our unique Guidelines.

We develop and operate a human-driven chat support service based on the guidelines we have settled based on our past achievements and expertise.

Expertise in Chat Services,
Hosting the Japan Largest
Chat Service Operation.

We hold the largest chat service desk in Japan. Our human-driven chat support services have proven track record of success not only for au, but also for all other industries we provide service to.

Hybrid Support
with
AI Chatbot

Inquiry resolution rate and customer satisfaction enhancements can be achieved by live agents handling Chatbot unresolvable cases.

Service Concept

■Proactive Chat

Chat operators contribute to the enhancement of customer loyalty and revenue growth by chatting with customers who visit the website.

■Inbound Chat

Customer satisfaction can be enhanced by resolving customer inquiries at live on the website or via LINE, which would prevent customers leaving the website.

Installation Flow

Set Up

  • Existing website analysis
  • Operation contents, objective, scope, and number of agent seats settlement
  • Tool selection
  • Workflow design
  • Schedule confirmation
  • Service level settlement
  • Quotation

Operation

  • Proactive support: live agents to approach website visitors
  • Inbound support: website visitors to open chat windows to ask their questions
  • Conversation scripts, Q&A material updating
  • Real-time monitoring by supervisors

Aggregation / Analysis

  • Voice of Customer
  • Results aggregation
  • Trend analysis
  • KPI (Key Performance Indicators) analysis
  • Corrective action plan proposal

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