#Japan #Communication Platform #Kaikura #Shiga #Shiga Daihatsu

Transforming Customer Service with KaiKura at Shiga Daihatsu

In an effort to revolutionize customer interactions, Shiga Daihatsu has implemented the cutting-edge communication platform, KaiKura, developed by Thinca, Inc. This innovative tool has dramatically improved both employee well-being and customer satisfaction by addressing the psychological burdens often faced by staff, particularly new employees, when responding to inbound calls.

The Need for Change

Phone calls from customers have long been a source of anxiety for many employees in the automotive industry, especially for those just starting in their roles. Young staff members frequently find themselves stressed by calls where they don't know who the caller is, causing a detrimental impact on their performance. Along with this stress, pre-call uncertainty leads to inefficient communication processes, such as long transfer times and putting customers on hold—decreasing the time dedicated to servicing clients directly. Shiga Daihatsu recognized the imperative to foster an environment where employees could focus on providing exceptional customer service rather than becoming overwhelmed with phone call anxiety. The introduction of KaiKura, which shows customer information at a glance when a call comes in, was a pivotal decision towards achieving this objective.

Positive Changes Post-Implementation

With the adoption of KaiKura, the fears associated with receiving uncertain phone calls have been significantly alleviated. The staff now feel secure and confident in answering calls, leading to improvements in both call quality and the amount of time they can spend with customers face-to-face.

Key Benefits:

1. Easing Psychological Burden: The primary advantage of the platform is its capability to immediately display the caller’s identity. New staff can now handle calls with confidence as they have pertinent information right from the start, enhancing their sense of security during interactions.
2. Building Trust with Personalized Responses: By addressing callers by name from the first greeting, employees create a comfortable environment that assures customers they are valued. This personalized approach has been shown to contribute positively to customer satisfaction metrics.
3. Elimination of Unnecessary Hold Time: KaiKura's note-taking feature allows employees to instantly access past interactions and information about the caller, significantly reducing the time spent on hold while transferring calls and improving efficiency.

The Road Ahead: Data-Driven Decisions

The implementation of KaiKura at Shiga Daihatsu represents a leap forward, extending beyond basic communication enhancements to a more strategic utilization of data for operational optimization.

Future Goals:

1. Visualization of Non-Essential Calls: Utilizing KaiKura's data analytics, Shiga Daihatsu is developing dashboards to analyze call volumes and topics across different locations. Calls that do not need immediate responses from store staff can be routed to call centers or administration, effectively alleviating the workload on in-store personnel.
2. Maximizing Customer Interaction Time: By reassessing phone responsibilities based on data insights, Shiga Daihatsu aims to maximize the time store staff spend engaging with customers, ensuring that personal interactions remain a top priority in their service strategy.
3. Optimizing Organizational Structure through Call Analysis: Shiga Daihatsu is exploring the integration of KaiKura's call recording feature to identify frequently asked questions and recurring inquiries. This insight can streamline staff training and assist in structuring teams for optimal customer interaction.

Insights from Shiga Daihatsu Leadership

Eiichi Kitagawa, the Promotion Group Strategic Planning Office Manager, expressed, "Initially, I viewed phone calls as just a means of communication; however, I’ve come to realize that the true value of KaiKura lies in its ability to 'datafy' conversations. By visualizing this data, we can make strategic decisions about what actions to take next, turning phone calls into critical resources for management and operational strategies."

Conclusion

By incorporating KaiKura, Shiga Daihatsu not only alleviates the pressures faced by their sales team but also harnesses the power of data to thoughtfully inform their business strategies. As they continue to refine their approach, the company's focus on enhancing the customer experience and operational efficiency remains steadfast. The future looks promising as Shiga Daihatsu navigates the evolving landscape of customer service through innovative technologies like KaiKura.