Turns an unhappy customer into a happy one by offering a
toll-free web call channel
TOKYO, Oct. 7, 2022
/PRNewswire-PRWeb/ -- transcosmos inc. hereby announces that in
September 2022, the company deployed
and began offering TOLFA (*1), a toll-free web channel that acts as
a new online customer touchpoint, to IIJmio customer center. IIJmio
is a consumer mobile service offered by Internet Initiative Japan
Inc. (IIJ).
1. TOLFA overview
TOLFA is a toll-free internet call service. Although IIJmio has
been offering an internet-based call service for customers, users
had to install applications to use the service, making it
troublesome. Now with one-click calling service TOLFA, all users
need is an internet connection. No app installation is
required.
2. Background of TOLFA implementation
IIJmio customer center has been conducting an NPS (*2) survey after
serving customers. However, since customers had a negative view on
call charges, the NPS scores for the center remained low. With the
aim of increasing the scores, IIJmio has been looking for a new way
to offer charge-free call services for customers.
3. Solution
With the aim of helping IIJmio customer center boost its NPS
scores, transcosmos has built an infrastructure powered by TOLFA: a
toll-free call service offered by POWER PLUG, inc., for IIJmio
customers. Since TOLFA is a web-based service, customers will first
access its website to use the service. IIJmio customer center data
shows that nearly 50% of callers searched the customer center
number online prior to making a call, and so, it is easy to guide
the customers to the website. All in all, TOLFA is the right
service for IIJmio customer center and its customers.
4. Client comments
"We have been seeking a way to reduce call charges that customers
need to bear as it negatively affects our NPS scores," a person in
charge of service operations at both Internet Initiative Japan Inc.
and its consolidated subsidiary IIJ Engineering Inc. said. "We
appreciate transcosmos for building services that enable us to
offer toll-free call services for our customers using our existing
PBX system. We expect this initiative will result in higher NPS
scores after we start offering the service to our customers."
5. Future outlook
Leveraging TOLFA, transcosmos, in partnership with POWER PLUG,
inc., is currently building a framework that will enable IIJmio
customer center to collect NPS survey responses from customers who
currently do not participate in the survey. Currently, IIJmio
customer center sends out a survey URL to registered email
addresses after serving customers. With the new framework,
customers will see the survey page on their screens after finishing
a web call, so they can participate in the survey straight away,
without moving to a different channel. With this new framework,
transcosmos aims to assist IIJmio in increasing customer survey
response rate.
■ Service flowchart (for illustration purposes only)
transcosmos will verify the effectiveness of the services
described above. At the same time, with the aim of helping IIJ and
IIJ Engineering boost user loyalty, transcosmos will assist them in
driving their digital transformation (DX). In addition, transcosmos
will also offer the services at 33 contact centers the company
operates across Japan.
*1: About TOLFA (no translation available):
https://www.tolfa.jp
*2: Net Promoter®, NPS®, NPS Prism®, and the NPS-related emoticons
are registered trademarks and Net Promoter Score℠ and Net Promoter
System℠ are service marks of Bain & Company, Inc., Satmetrix
Systems, Inc., and Fred
Reichheld.
- transcosmos is a trademark or registered trademark of
transcosmos inc. in Japan and
other countries.
- Other company names and product or service names used here are
trademarks or registered trademarks of respective companies.
About transcosmos inc.
transcosmos launched its operations in 1966. Since then, we have
combined superior "people" with up-to-date "technology" to enhance
the competitive strength of our clients by providing them with
superior and valuable services. transcosmos currently offers
services that support clients' business processes focusing on both
sales expansion and cost optimization through our 171 bases across
28 countries/regions with a focus on Asia, while continuously pursuing Operational
Excellence. Furthermore, following the expansion of e-commerce
market on the global scale, transcosmos provides a comprehensive
One-Stop Global E-Commerce Services to deliver our clients'
excellent products and services to consumers in 46
countries/regions around the globe. transcosmos aims to be the
"Global Digital Transformation Partner" of our clients, supporting
the clients' transformation by leveraging digital technology,
responding to the ever-changing business environment. Visit us here
https://www.trans-cosmos.co.jp/english/
Media Contact
transcosmos inc., transcosmos inc., +81-3-6709-2251,
pressroom@trans-cosmos.co.jp
SOURCE transcosmos inc.