Accenture Launches New Customer Experience Support Service for Businesses Employing LINE
June 24 2016 - 12:01AM
Business Wire
Range of support service includes strategy
development for strengthening customer contact to system
implementation and operation to deliver new communications
Accenture (NYSE:ACN) announced today the launch of a new
comprehensive support service for businesses that employ LINE
Business Connect, the service for businesses provided by LINE
Corporation, to provide new and enhanced customer experiences.
Accenture Interactive, which delivers end-to-end solutions and
services for digital transformation as part of Accenture Digital,
will provides this service in Japan and other countries as
well.
This new customer experience support service helps businesses
deepen their relationship with individual customers using the API
of LINE Business Connect. Accenture Interactive will provide
clients with strategy, implementation and operations support to
help them provide content relevant to the interests of individual
customers at the right time, and to conduct interactive
communication.
For example, businesses in the travel industry can provide the
seamless and comprehensive customer experience for an overseas
traveler’s behavior and needs, such as directions from the local
airport to their hotels, recommend tours suited to them, and
restaurants wherever and whenever they want by chatting on LINE,
the mobile messenger application.
LINE Business Connect is a service for businesses to customize
the functions of LINE Official Account through an open API. With
Accenture’s comprehensive support service, businesses are able to
link LINE Business Connect with not only various business systems,
such as CRM systems and databases, but also chat operators and an
automatic response function that uses artificial intelligence.
As a result, businesses can create new communication channels
using LINE so that they can respond to customer needs and demands,
beyond traditional customer contact channels, such as email and
call centers. In the future, businesses will be able to link their
systems to Accenture analytics solutions, including the Accenture
Insights Platform, to analyze customer data and receive real-time
actionable insights that can help them to provide optimized and
personalized content to customers.
“We aim to bring people and various information, services and
products closer together to develop more personal relationships
with them through LINE, and not just people connecting with each
other,” said Shintaro Tabata, Senior Vice President, Head of
Corporate Business for LINE Corporation. “Accenture globally
possesses broad experience and know-how as a business partner that
provides end-to-end services to help transform the customer
experience, from digital strategy development and design to
implementation and business operations. We strive to bring more
convenience and affluence to people's lives through Accenture’s new
service that employs LINE Business Connect, and increase the value
of LINE as a social infrastructure.”
“As digital technology spreads and consumer expectations
continue to shift, many businesses are finding that the ability to
deliver an attractive customer experience is becoming a key source
of competitive differentiation,” said Junichiro Kurokawa, managing
director of Accenture Interactive in Japan. “LINE Business Connect
is a robust infrastructure for delivering high-quality
communications that customers expect from companies. Through our
new customer experience support service, Accenture can help
businesses develop their customer experience support initiatives
more quickly.”
About LINE Business ConnectLINE Business Connect is a
service in which LINE Corporation provides the functions of LINE
Official Account to companies through API, enabling each company to
customize such functions. Using LINE Business Connect, companies
are able to not only unilaterally send messages to LINE users,
which is also possible with a traditional Corporate Official
Account, but also direct optimal messages to designated users. In
addition, with the consent of users, the service is not limited to
functioning as a communication tool but can also be used as a CRM
tool and operation solution tool by linking the LINE account to
existing databases possessed by companies and a company’s own
system.* LINE never possesses each company’s customer data tied to
the LINE account.* For details, see http://lbc.line.me/.
About AccentureAccenture is a leading global professional
services company, providing a broad range of services and solutions
in strategy, consulting, digital, technology and operations.
Combining unmatched experience and specialized skills across more
than 40 industries and all business functions – underpinned by the
world’s largest delivery network – Accenture works at the
intersection of business and technology to help clients improve
their performance and create sustainable value for their
stakeholders. With more than 375,000 people serving clients in more
than 120 countries, Accenture drives innovation to improve the way
the world works and lives. Visit us at www.accenture.com.
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AccentureShigeo Masuda, + 81 45 330
7157shigeo.masuda@accenture.com
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