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Transforming Customer Experience at Kaunet with Flyle

In an effort to enhance customer satisfaction, Kaunet has successfully partnered with Flyle, an innovator in AI-driven customer experience solutions. This collaboration has led to the automation of analyzing over 320,000 customer feedback entries annually, revolutionizing the way Kaunet engages with its clients.

The Challenge Before Flyle

Previously, Kaunet managed a staggering volume of customer feedback through manual classification of phone calls, emails, and surveys. Each year, over 320,000 VOCs (Voice of Customer) needed to be meticulously analyzed, but the process was often flawed, focusing only on high-priority issues while many subtle concerns went unnoticed. Additionally, the quality monitoring of interactions within the contact center was limited, with only 1-2 calls being sampled per operator each month. Such constraints introduced inconsistencies in service quality and hampered effective training of the staff.

Recognizing these challenges, Kaunet sought a more robust solution capable of addressing customer concerns efficiently and effectively. This is where Flyle entered the picture, offering advanced AI technology that promises a streamlined approach to VOC analysis.

Implementation of Flyle

With the Flyle system in place, Kaunet has revolutionized its analysis processes. The new system automates the classification and visualization of customer feedback through generative AI, allowing the company to tackle the enormous volume of VOC data effectively. By scoring and analyzing around 10,000 calls a month with AI, Kaunet can offer timely insights and responses, especially when customer inquiries surge. For instance, during spikes in new customer inquiries, Flyle was able to analyze data swiftly, pinpoint problem areas, and quickly update FAQs to resolve issues, leading to a 75% reduction in phone inquiries the next day.

Achievements Post-Flyle Adoption

The implementation of Flyle has led to several notable successes for Kaunet:

1. Better Visibility of Customer Issues: Flyle has enabled Kaunet to visualize previously hidden 'promise breaks'—failed expectations from customers. The ability to categorize and share insights effectively across departments has improved collaboration and understanding of customer needs. Problems that would typically take a week to investigate could now be visualized within a day, facilitating quicker reporting to management.

2. Reduction in Inquiry Volume: During a sudden spike that involved 200 phone calls and 100 email inquiries in a single day, Flyle allowed Kaunet to conduct immediate data analysis. This led to concrete actions to improve the website and FAQs, cutting down phone call volumes from over 200 to approximately 50 the next day.

3. Enhanced Quality Evaluation and Training: Switching from a sample-based approach to analyzing every single call helped Kaunet establish a comprehensive quality management system. The AI evaluates diverse aspects such as language use, problem-solving quickness, and shifts in customer emotions to provide a 360-degree assessment of service quality. This unique approach not only boosts overall service quality but also enhances targeted training for new staff through immediate AI feedback on their simulated interactions.

Insights from Kaunet's Leadership

The team at Kaunet, including Kazunari Mamiya, Hiroshi Kurashina, and Yutaka Usuba, expressed their enthusiasm about the changes brought by Flyle. They noted that prior to Flyle's implementation, only high-priority VOCs were acted upon. Now, even minor feedback, such as concerns regarding the clarity of product details on their website, can be captured and addressed. They also emphasized Flyle’s role in facilitating rapid responses even in peak inquiry times, highlighting the importance of technology in fostering authentic, empathetic customer communication. By integrating VOC data with financial and behavioral data, they aim to continue improving the customer experience, refining response times further and enhancing value not just operationally, but relationally.

About Kaunet

For those unfamiliar, Kaunet, part of the Kokuyo Group, is a key player in the e-commerce sector, providing an accessible platform for businesses of all sizes. Through its cloud-based purchasing systems, such as Benrinet and Kaunet, the company has established itself as a vital resource for countless organizations.

About Flyle

Flyle is dedicated to transforming customer experience in contact centers through AI innovations. By providing comprehensive support that includes VOC analysis and quality evaluations, Flyle enables organizations to evolve their customer engagement strategies effectively. Their approach not only supports immediate problem resolution but also aims at building long-term customer relationships through data-driven insights.

To see examples or learn more about Kaunet's successful transformation and Flyle's offerings, visit their respective websites.