Noritz Enhances Customer Support with AI-FAQ Reducing Inquiries by 30%

Noritz and the Implementation of AI-FAQ Technology

In an innovative stride towards optimizing customer support, Noritz, a leading manufacturer in the field of home appliances, has adopted Helpfeel's AI-driven FAQ system. This transformative move has resulted in a notable 30% reduction in web inquiries, greatly enhancing the efficiency of its customer service operations. The initiative aims to bridge the information gap experienced by users, particularly during peak times when the demand for support increases significantly.

Background of the Implementation

Noritz has established itself as a key player in providing essential infrastructure products such as gas water heaters and heated flooring systems. With contact centers located across five regions in Japan, the company receives a high volume of customer inquiries, especially between October and February, the busiest period of the year. During this time, the number of inquiries can double compared to off-peak months, placing immense pressure on their support team.

Recognizing the need for improved self-service options, Noritz sought to enhance their web information offerings. Understanding that empowering users through self-help resources could alleviate some of the strains faced by support staff, the company turned to Helpfeel’s AI-FAQ technology.

Achievements after Implementation

Since the introduction of Helpfeel, Noritz has experienced a remarkable surge in customer interactions aimed at self-resolution. By streamlining the AI algorithms and refining the navigation of the FAQ page, users can now effortlessly access the information they seek. This has led to a significant 7% increase in the rate of online repair requests, providing users with a direct and easier path to necessary services. For instance, customers can navigate directly to repair forms after finding answers to common issues such as delays in hot water access.

The integration of Helpfeel allowed Noritz to guide users toward relevant information right before they submitted inquiries, thereby encouraging self-resolution and significantly cutting down on the overall volume of inquiries received through traditional channels.

Recognition from HDI-Japan

Noritz's efforts did not go unnoticed, as they have been awarded the prestigious three-star rating from HDI-Japan for two consecutive years. This recognition underscores the exceptional quality of their FAQ solutions and overall web support. Specific praise was directed at the exceptional usability of their FAQ features, marking Noritz as a leader in customer experience in the support services industry.