Inquiry Volume Controlled Despite Scaling! How SODA Achieved Global CS Automation and Optimization via Re:lation's AI and FAQ Integration
Ingage’s 'Re:lation' platform and 'Re:Chat' AI chatbot have been adopted by SODA for its 'SNKRDUNK' marketplace. Facing a surge in inquiries due to rapid international growth, SODA successfully leveraged AI to boost user self-resolution and streamline management, effectively keeping human-assisted inquiry volume at or below previous levels.
📋 Article Processing Timeline
- 📰 Published: May 20, 2026 at 20:55
- 🔍 Collected: May 20, 2026 at 12:31
- 🤖 AI Analyzed: May 20, 2026 at 12:37 (5 min after Collected)
## Ingage's 'Re:lation' Case Study
Ingage Inc. (HQ: Osaka, Japan; CEO: Tetsuya Wada), the provider of the communication platform 'Re:lation' which has over 6,000 corporate clients, has released a case study on the implementation of 'Re:lation' and the AI-powered chatbot 'Re:Chat' at SODA Inc. (HQ: Tokyo, Japan; CEO: Yuta Uchiyama), the operator of the fashion and collectible marketplace app 'SNKRDUNK'.
### Background of Implementation
'SNKRDUNK', operated by SODA Inc., has been expanding rapidly in Asia, particularly in South Korea and Singapore. With business growth came the challenge of efficiently providing high-quality support to international users with a small team. Previous management systems suffered from 'opaque response statuses' and 'enormous manual labor for data reporting,' creating a need for a platform that could eliminate dependency on specific individuals and enable data-driven decision-making.
### Results of Implementation
By implementing 'Re:lation' alongside the web chat tool 'Re:Chat', SODA achieved the following:
- **Suppression of Inquiry Volume**: Enhanced user self-resolution rates through AI search, FAQs, and chatbots.
- **Reduced Work Time**: Significantly improved response speeds for CS staff using AI-generated reply drafts.
- **Reduction in Reporting Labor**: Eliminated complex manual data extraction via dashboard visualization.
- **Visibility of Responses**: Centralized and managed information effectively through Slack integration and internal note features.
Mr. Nakajima, Team Leader of the Customer Experience Department at SODA, remarked, 'Even with increasing transaction volume, we have kept inquiry counts at or below previous levels. Moving forward, we aim for a world where individual human intervention is ultimately unnecessary, and we plan to reallocate those resources toward improving overall Customer Experience (CX).'
Case Study URL: https://ingage.jp/relation/testimonials/soda/
Ingage Inc. (HQ: Osaka, Japan; CEO: Tetsuya Wada), the provider of the communication platform 'Re:lation' which has over 6,000 corporate clients, has released a case study on the implementation of 'Re:lation' and the AI-powered chatbot 'Re:Chat' at SODA Inc. (HQ: Tokyo, Japan; CEO: Yuta Uchiyama), the operator of the fashion and collectible marketplace app 'SNKRDUNK'.
### Background of Implementation
'SNKRDUNK', operated by SODA Inc., has been expanding rapidly in Asia, particularly in South Korea and Singapore. With business growth came the challenge of efficiently providing high-quality support to international users with a small team. Previous management systems suffered from 'opaque response statuses' and 'enormous manual labor for data reporting,' creating a need for a platform that could eliminate dependency on specific individuals and enable data-driven decision-making.
### Results of Implementation
By implementing 'Re:lation' alongside the web chat tool 'Re:Chat', SODA achieved the following:
- **Suppression of Inquiry Volume**: Enhanced user self-resolution rates through AI search, FAQs, and chatbots.
- **Reduced Work Time**: Significantly improved response speeds for CS staff using AI-generated reply drafts.
- **Reduction in Reporting Labor**: Eliminated complex manual data extraction via dashboard visualization.
- **Visibility of Responses**: Centralized and managed information effectively through Slack integration and internal note features.
Mr. Nakajima, Team Leader of the Customer Experience Department at SODA, remarked, 'Even with increasing transaction volume, we have kept inquiry counts at or below previous levels. Moving forward, we aim for a world where individual human intervention is ultimately unnecessary, and we plan to reallocate those resources toward improving overall Customer Experience (CX).'
Case Study URL: https://ingage.jp/relation/testimonials/soda/
FAQ
How did SNKRDUNK succeed in reducing inquiries?
By promoting user self-service through AI search and chatbots, while simultaneously streamlining CS staff operations.
How do Re:lation and Re:Chat work together?
They provide centralized inquiry management, AI-generated reply suggestions, KPI visualization, and team collaboration tools.
What are the long-term benefits of CS automation?
Releasing resources from manual tasks to reinvest into broader Customer Experience (CX) improvement initiatives.