Customer support leveraging specialized expertise and retaining long-term repeat customers

「To handle the resulting increase in customer inquiries and product shipments, we expanded our permanently operated in-house call center facilities, implemented various measures to increase the response rate, and prepared to expand our logistics facilities.」

「To accommodate the increase in new customers and subscription members, we expanded our permanently operated in-house call center facilities and implemented various measures to increase the response rate.」

「Specifically, we will continue to improve customer satisfaction by improving sales websites and product inserts to help customers better understand the appeal of our products, as well as by enhancing after-sales support services.」

「As a result of these initiatives, the retention rate for subscription plans among customers who had wished to cancel rose from 8.0% to 18.0% when the fourth quarter accounting period was compared with the period before the help desk opened.」

「After the help desk opened, the percentage of customers wishing to continue their subscription plan rose from 8.0% to 16.3% compared with before its opening.」

「To provide attentive support to customers who were dissatisfied because they were not using the product correctly and enable them to experience its intended effects by continuing to use it, we improved the knowledge of our in-house specialists and the quality of telephone support based on our expertise as the product developer, and established a dedicated help desk. After the help desk opened, the percentage of customers wishing to continue their subscription plan rose from 8.0% to 14.1% compared with before its opening.」

「Some customers who cancel because they “cannot feel the effects” or “have excess inventory because the next product arrives before the current one is used up” have in fact used the product incorrectly, including in terms of the amount or frequency of use. To provide attentive support even in cases where customers were dissatisfied because they were not using the product correctly, we worked to improve the knowledge of in-house specialists and the quality of telephone support based on our expertise as the product developer.」

「Drawing on specialist knowledge, we respond to customer inquiries by email and telephone concerning health and our products, with the aim of improving customer satisfaction.」

「Rather than simply selling products, qualified holders of the externally certified “Health Management Advisor, General Instructor” qualification and in-house advisers who have passed the internal “Kaiteki Meister Curriculum” respond to customer inquiries by email and telephone concerning health and our products, drawing on their specialist knowledge to improve customer satisfaction.」

「To increase the number of customer touchpoints, we deliver a newsletter once a month. It includes information on health and beauty, as well as columns unique to Hokkaido, and we seek to secure long-term repeat customers by building trust in the company and fostering familiarity with it.」