QANT Web is a Web support platform provided by RightTouch Inc. that helps companies understand and analyze customer issues on their websites and implement Web support measures to improve customer experience and streamline inquiries.

What challenges was Tohoku Electric Power facing that led them to implement QANT Web?

Tohoku Electric Power was experiencing a high volume of phone inquiries for issues that could potentially be resolved through self-service. They also faced challenges in quickly implementing website improvements due to departmental authority and reliance on external vendors, hindering a rapid PDCA cycle.

How does QANT Web help Tohoku Electric Power improve customer experience?

QANT Web helps by analyzing customer issues on the website, identifying key pages for improvement, and enabling the implementation of targeted Web support measures. This leads to better self-service options and more efficient inquiry handling.

What specific initiatives were implemented using QANT Web?

Specific initiatives include pre-emptively addressing frequently asked questions on the website during peak seasons (like moving) and guiding customers with routine inquiries (like payment dates) to chat support instead of phone calls.

KARTE Talk is a Web chat tool for contact centers, also introduced by Tohoku Electric Power alongside QANT Web, to further strengthen non-voice channels and improve operational efficiency.

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RightTouch 通过「QANT Web」支持东北电力强化非语音通路措施

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常見問題

Q: What is QANT Web?: A: QANT Web is a Web support platform provided by RightTouch Inc. that helps companies understand and analyze customer issues on their websites and implement Web support measures to improve customer experience and streamline inquiries.
Q: What challenges was Tohoku Electric Power facing that led them to implement QANT Web?: A: Tohoku Electric Power was experiencing a high volume of phone inquiries for issues that could potentially be resolved through self-service. They also faced challenges in quickly implementing website improvements due to departmental authority and reliance on external vendors, hindering a rapid PDCA cycle.
Q: How does QANT Web help Tohoku Electric Power improve customer experience?: A: QANT Web helps by analyzing customer issues on the website, identifying key pages for improvement, and enabling the implementation of targeted Web support measures. This leads to better self-service options and more efficient inquiry handling.
Q: What specific initiatives were implemented using QANT Web?: A: Specific initiatives include pre-emptively addressing frequently asked questions on the website during peak seasons (like moving) and guiding customers with routine inquiries (like payment dates) to chat support instead of phone calls.
Q: What is KARTE Talk?: A: KARTE Talk is a Web chat tool for contact centers, also introduced by Tohoku Electric Power alongside QANT Web, to further strengthen non-voice channels and improve operational efficiency.