RightTouch Supports Tohoku Electric Power's Non-Voice Channel Enhancement Initiatives Through 'QANT Web'

RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; Representatives: Shuhei Nomura / Daito Nagasaki; hereinafter referred to as 'RightTouch'), a company that transforms customer support with data and AI, is pleased to announce that its Web support platform 'QANT Web' has been implemented in the customer center department of Tohoku Electric Power Co., Inc. (Head Office: Sendai City, Miyagi Prefecture; President and Representative Director: Kazuhiro Ishiyama; hereinafter referred to as 'Tohoku Electric Power').

By implementing QANT Web on Tohoku Electric Power's 'Individual Customers' page, the company aims to improve customer experience and streamline inquiries through understanding and analyzing customer issues and implementing Web support measures. In addition, to strengthen non-voice channels and improve operational efficiency, the Web chat for contact centers, 'KARTE Talk,' has also been introduced.

Background of Tohoku Electric Power's QANT Web Implementation Supported by RightTouch The company has a customer base of over 6 million accounts for low-voltage electricity contracts and has traditionally worked to promote self-service. However, many customers were unable to find the appropriate answers even for inquiries that could be resolved through self-service, leading to phone inquiries.

Furthermore, even when customer support attempted to drive improvement measures, it took a long time to implement improvements due to reasons such as other departments holding the website editing authority or outsourcing editing work to external companies. This prevented the rapid PDCA cycle, which is crucial for customer support, from being effectively implemented.

In response to these challenges, the company decided to implement the Web support platform 'QANT Web' with the aim of further improving customer experience and streamlining inquiry handling through Web support, as well as establishing a rapid PDCA cycle initiated by the customer center.

Understanding Customer Issues from the Customer Center's Perspective and Implementing Web Support Measures in One Stop The company has begun initiatives to understand the challenges faced by customers online. In particular, by utilizing QANT Web's 'Page Axis Report' function to analyze the entire site macroscopically, important pages requiring improvement are identified. Based on these analysis results, Web support measures are developed and expanded to each touchpoint where a large number of inquiries occur.

Specific Initiatives Specific Web support measures include the following:

◎ Measures to streamline inquiries related to 'Moving' during peak seasons Challenge: Inquiries regarding contract start and various procedures concentrate during the moving season from January to March.

Measure: On the website's inquiry page, frequently asked questions during this period were pre-emptively posted to provide appropriate information and guide customers towards self-resolution at the moment they have a question.

As a result, a certain effect has been observed in reducing phone inquiries, and this initiative has led to an improvement in the self-resolution rate.

◎ Streamlining and Guiding Inquiries Related to Electricity Bill Payments and Meter Readings Challenge: Inquiries regarding electricity bill payment methods and meter readings are numerous and place a high burden on operators.

Measure: A self-service support route was established on the website. For routine and context-dependent inquiries such as 'direct debit date,' 'meter reading date,' and 'payment due date,' a design was adopted to guide customers to chat support instead of phone calls. Cha