Mobilus Co., Ltd.
FANCL Co., Ltd. adopted Mobils’ “MOBI AGENT” and “MOBI BOT” for its “Customer Support” chat system.
~Procedures such as changes to regular delivery services can now be done via manned chat instead of traditional phone calls~
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Mobilus Co., Ltd. (Headquarters: Minato-ku, Tokyo, President and CEO: Tomohiro Ishii), which develops and provides solutions for customer support support as The Support Tech Company, is a subsidiary of FANCL Co., Ltd. (Headquarters: Yokohama City, Kanagawa Prefecture, Representative Director and President Executive Officer). We would like to inform you that we have opened a new official LINE account exclusively for FANCL customer support and developed an inquiry system (hereinafter referred to as the “Service”) under “Customer Support” (CEO: Kazuyuki Shimada). As a result, procedures such as conventional periodic changes can now be performed on the web page or LINE official account*1.
*1 This service will start from January 11, 2024 (Thursday). Change procedures can only be handled by a manned operator during business hours. There are some procedures that cannot be completed. ■ Background and expected results FANCL Co., Ltd. has many customers who use regular delivery services for products such as cosmetics and supplements, and we have traditionally provided guidance on procedures such as changes or suspensions over the phone and on My Page. However, we received many inquiries from customers who were unable to log in because they had forgotten their My Page ID or password, and in those cases, we only provided guidance over the phone. Recently, the number of customers who want to make inquiries via chat has increased, and we were looking for a channel that would make it easier for customers to make inquiries. Therefore, by opening a LINE account dedicated to customer support, separate from the traditional LINE official account, we will be able to improve the flow of inquiries, identify the customer via a chatbot, and provide support via a manned chat. It is now possible to carry out procedures according to individual customer requests via web chat. We hope that adding support channels other than telephone will improve customer convenience and increase customer satisfaction. ■ Service overview This service realizes “identification of individuals on LINE official accounts” and “automation of inquiries” by linking the chatbot MOBI BOT, the manned chat system MOBI AGENT, input forms, and FAQ system. . “Identification of the person on the LINE official account” image screen
[Image: https://prtimes.jp/i/31387/237/resize/d31387-237-5fede089f1ca8de35c90-0.png&s3=31387-237-2880d691e0ecd74eed1850ab5e16b468-3900×1686.png ]
*Images are for illustrative purposes only and may differ from the actual screen. [About FANCL Co., Ltd.] Company name: FANCL Co., Ltd. Location: 89-1 Yamashita-cho, Naka-ku, Yokohama, Kanagawa Prefecture Date of establishment: August 18, 1981 Capital: 10,795 million yen Business content: Cosmetics and health foods Research and development, manufacturing and sales official website:
https://www.fancl.jp/index.html [About Mobilus Co., Ltd.] Mobilus is The SupportTech Company, which renews support with technology. The chat system “MOBI AGENT” provides seamless chat support using AI chatbot (automatic response) and manned response for corporate contact centers and local governments, the chatbot “MOBI BOT”, and AI Including “MOBI VOICE,” a telephone answering system, “MOBI CAST,” a segment information distribution system compatible with LINE official accounts, and “Visual IVR,” which unifies the inquiry line and visualizes guidance and flow. We are developing solutions for customer support support. The Mobi series has been introduced by more than 500 companies (as of January 2024), and has been ranked No. 1 in sales share in the chatbot market for 6 consecutive years. In addition, in the LINE Biz Partner Program, which was introduced with the aim of proactively promoting the expansion of sales and the addition and improvement of functions for various corporate services provided by LINE, we have selected “Technology Partner”, “Planning Partner”, and “Govtech Partner Program”. We have been certified as a “Partner” and have received the “Customer Care” badge. *Source: ITR “ITR Market View: Interactive AI/Machine Learning Platform Market 2023” Chatbot market: Sales amount trends and shares by vendor (FY2022) ■ About Mobilus SupportTech Lab Mobilus is developing “SupportTech”, a technology that evolves customer support. (Support Tech)” is a laboratory established for the purpose of research and dissemination. At the Mobilus SupportTech Lab, we will engage in activities that use technology to solve problems in customer support sites and promote change. Specifically, we publish research reports and chaos maps, disseminate information through owned media, host and co-sponsor seminars, give presentations, and conduct research and development through demonstration experiments. -Press
release-https://mobilus.co.jp/press-release-Owned
media-https://mobilus.co.jp/labCompany name: Mobilus Co.,
Ltd.Representative: Tomohiro IshiiLocation: 105-0023 15th floor, Hamamatsucho Building, 1-1-1 Shibaura, Minato-ku, Tokyo Established: September 2011 Listed market: Tokyo Stock Exchange Growth (Stock code: 4370) Business content: SaaS products for contact centers (Mobi series), etc. Official website for providing CX solutions:
https://mobilus.co.jpIR information: https://mobilus.co.jp/ir More details about this release:
https://prtimes.jp/main/html/rd/p/000000237.000031387.html