#Japan #Tokyo #Chatbot #Customer Inquiry #FAQs

Introduction

In a world where efficiency and cost-cutting are paramount, many businesses are turning to self-service channels like chatbots and FAQ pages to address customer inquiries. However, the reality often falls short; approximately 70% of users find themselves unable to resolve their issues and ultimately turn to human assistance. Rakus Inc., a company based in Shibuya, Tokyo, has investigated this phenomenon through its inquiry management system, MailDealer, assessing where self-service tools succeed and where they falter.

The Appeal of Self-Service Channels

Self-service channels allow users to resolve their queries independently, leading to reduced workload for companies and potentially higher customer satisfaction. The survey by Rakus revealed that the most commonly utilized self-service channel is the official FAQ page on a company’s website, with 44.3% of users reporting it as their first stop when seeking answers.

Findings from the Survey

The survey conducted from August 21 to August 25, 2025, involved 1,008 respondents who had experience using self-service channels. Here are some key findings:
1. Self-Service Reliance: Users frequently start with the official FAQ page or help guides but encounter hurdles that push them back to traditional methods of contact like email or phone calls.
2. Failed Resolutions: Approximately 70% of respondents admitted they had to resort to contacting customer service even after engaging with self-service options, citing reasons such as failure to find relevant information or lack of personalized assistance.
3. Expectations from Self-Service: Users prioritize speed, accuracy, and personalized responses, indicating that a balance among these factors is crucial for enhancing user experience.

The Perception of Self-Service Effectiveness

When asked what makes a self-service channel effective, participants emphasized the need for a smooth user interface that is intuitive and informative. Features that enhance usability, such as intuitive navigation, hints for input, and adaptability to different expressions were significantly valued.

User Experience (UX) Considerations

The importance of UX cannot be understated. Users tend to favor self-service options when they feel that they can quickly resolve an issue without much hassle. If their expectations regarding speed and clarity are not met, they are likely to shift to traditional forms of inquiry.

The Transition to Human Assistance

Interestingly, the study showcased a paradox; while users are inclined towards self-help channels, they often find themselves needing human interactions as a last resort. The survey indicated that a large proportion of users, around 72.5%, have once transitioned to email or phone contact after encountering difficulties in resolving their issues via the self-service channels. This reflects a critical gap in the efficacy of these tools and the need for better-designed user experiences that could bridge this divide.

Recommendations for Improvement

For businesses aiming to enhance customer satisfaction through self-service, the survey urges a focus on the following improvements:

• - Enhanced Information Coverage: Ensuring that the information provided in self-service channels is comprehensive and adaptable to user-specific scenarios.
• - User-Centric Design: Implementing intuitive navigational structures and clear, direct action prompts that guide users efficiently.
• - Integration for Seamless Transitions: Establishing clear pathways for users to shift smoothly from self-service options to human support can also contribute to higher satisfaction levels.

Conclusion

The findings from Rakus’ survey illustrate that while self-service tools like chatbots and FAQ pages are becoming staples in modern customer service, significant enhancements are necessary to meet users’ expectations effectively. By specifically addressing the shortcomings related to information clarity and user experience, businesses can evolve from simply reducing inquiry volumes to providing a genuinely effective self-service experience that users trust and prefer.

Through its inquiry management system, MailDealer, Rakus aims to address these challenges head-on, providing businesses with the tools they need to enhance their customer support and maximize efficiency.