#Japan #Tokyo #E-Commerce #Matsuya #TechTouch

Matsuya Enhances Online Shopping with AI Support

Matsuya, a well-established department store in Japan, has taken a significant step towards improving its online shopping experience by integrating TechTouch, an AI-powered next-generation Digital Adoption Platform (DAP). This collaboration aims to provide customers with a level of service comparable to that found in physical stores, directly addressing the challenges posed by the increasing volume of inquiries in the e-commerce landscape.

Background of the Introduction

Matsuya operates the "Matsuya Online Store," catering to a diverse range of gifting needs with its gourmet products and sweets. With the recent growth in online shopping, there has been an uptick in customer inquiries, highlighting the necessity for an efficient support system. One particular challenge was assisting customers in selecting the appropriate type of "noshi" (a ceremonial wrapper) from a choice of 22 different options. The process was time-consuming and prone to errors, which prompted Matsuya to seek a more effective solution.

In response to these issues, Matsuya decided to integrate TechTouch, which allows the creation and display of no-code operational guides. This feature facilitates customers in making the correct selections based on their gifting purposes, thereby enhancing both the online shopping process and customer satisfaction.

Features of TechTouch Integration

The integration of TechTouch provides several key enhancements:

• - Guided Selection of Noshi: A pop-up guide assists customers in choosing the appropriate noshi based on the gifting scenario.
• - Automated Support for Detailed Selections: As users refine their choices, TechTouch automatically suggests the most suitable noshi options.
• - Clear Pathways for Order Changes: Before finalizing an order, TechTouch clarifies potential changes in quantities, preemptively guiding customers and reducing confusion.

Deciding Factors for Integration

Initially, there were concerns about the complexity of implementing operational guidance within the online store. However, thanks to Matsuya's partnership with TechTouch's customer success team, personalized operational guides were seamlessly integrated, tailored to each screen. The flexible functionalities and robust support system successfully met the diverse needs of Matsuya's clientele, leading to the integration's approval.

Expected Benefits and Future Developments

Unlike traditional in-store shopping, online purchasing lacks the immediacy of personalized service. Matsuya aims to bridge this gap using TechTouch, aspiring to offer an online experience that rivals the attentiveness of in-store interactions. Particularly during peak seasons such as the mid-year gift-giving period and year-end holidays, when over 200 inquiries can arise monthly, TechTouch is expected to significantly reduce the volume of customer inquiries and enhance operational efficiency.

Matsuya plans to expand the guidance features within the online store, ensuring that each customer receives attentive and tailored support to meet their unique needs.

Comments from the Digital Hospitality Division

Mr. Toyoshima, the head of Matsuya's Digital Hospitality Division, remarked on the comprehensive support provided by TechTouch. He emphasized that not only did they receive technical assistance, but also meticulous attention to factors such as clarity, visual appeal, and language choices. The combination of clear images and straightforward texts enables even customers uncertain about selecting their noshi to feel confident and secure in their decisions. The implementation of TechTouch has already resulted in decreased inquiry volumes and reduced customer verification times, substantially improving overall operational efficiency.

About Matsuya

Founded in 1869 as a kimono store in Yokohama by its first proprietor, Tokubey Kuroya, Matsuya has evolved into a multifaceted business involving department stores, mail-order sales, and related manufacturing, import/export, and wholesale activities. Today, Matsuya operates as an urban department store with roots in Ginza and Asakusa while actively promoting local traditional crafts, industries, and cultures through various collaborative projects.

Visit Matsuya’s official website for more details: Matsuya Online.

About TechTouch

TechTouch is designed to simplify the creation and implementation of operational guides without the need for coding, significantly alleviating the workload on system administrators while promoting smooth user experiences. With its intuitive guidance and detailed user behavior analysis, TechTouch supports problem-solving for a wide range of clients, from major corporations to startups and government agencies. With over 6 million users as of August 2024, it holds the top market share in Japan and boasts awards such as the Good Design Award.

Learn more about TechTouch at TechTouch Official.