Hello! I'm Tao from the Customer Success Group (CSG)!
Suddenly, do you all know "chatbots"? Generally, a "chatbot" Web on the site, is a program to talk to everyone and real-time.
Fontworks introduced this year as "chat Support" on the top page of the LETS site. We asked Kurihara and Moritake, who are the same CSGs that are actually installed and operated, to talk about what happened at CSG when introducing this time, and why they were introduced.
Why did you decide to introduce "chat Support"?
We wanted to make it easier and more convenient for customers to contact Fontworks, and to increase the number of options.
I'm really sorry that the hours of reception on the phone are limited, but I'm sorry that there are many people who couldn't talk because of the busy lines even if they made a phone call. I wanted to create a contact point that could be resolved 24 hours a day.
Have you had a hard time introducing chat Support?
It was my first time, so I didn't really know which item to post, so I was fumbling.
I didn't know how much the contents could cover, so I prepared as many items as possible. Instead, I had to write a lot of sentences, so it was very difficult to think of them one by one, but it was very helpful because all the CSG members worked together to cooperate.
Is there a response to introducing a chatbot?
It was normal at the beginning of the introduction, but since then the number of Locations and the usage rate have been much slumped, so the group members made a trial and error as to how they could use it.
For example, we changed the positions and titles of the items in the options, deleted items that were not needed, and made steady improvements one by one.
As a result, I was very happy to see that it helped customers by seeing the number of Locations and utilization rate, which had been sluggish, improved.
We have examined necessary items from 1 and have made them into a form.
What would you like to do with "chat Support" from now on?
I would like to make it a place where I can go there anytime and solve it.
I would like to create a Support window that can be used by more customers.
Conclusion
This time, you asked us a lot about introducing "chat Support". How was it?
I would be grateful if you could tell us a little about what CSG is thinking about and working on every day.
In addition, the "chat Support" introduced this time allows you to check service contents, charges, licenses, various installation methods, operation procedures, etc., 24 hours a day.
If you like it, please try using Fontworks' chat Support.
If you notice something Fontworks Support Center Please contact us.
We'll be expecting you!
Chat Support Click here