Enhancing in-store services through travel specialists and an information platform
First written in FY2016. 9 of 11 entries say "Advanced", first in FY2017-Q1. Latest entry: FY2022-Q3.
0 other companies' latest entry also says "Advanced".
- FY2022-Q3AdvancedAnnual report
「On 1 November, we began providing “Travel Avatar Concierge,” an online customer service accessible from smartphones and other devices.」
For avatar-based remote customer service on the Web, we began providing “Travel Avatar Concierge,” accessible from smartphones and other devices, on 1 November. - FY2022-Q2AdvancedAnnual report
「We will use the funds raised through this third-party allocation to finance growth-strategy investments, centered on system development to expand the functions of Club Tourism Co., Ltd.’s “New Club 1000 Business,” accelerate Kinki Nippon Tourist Co., Ltd.’s transition to dynamic packages, develop the “New Travel Concierge” customer service provided by avatar agents, and expand functions for the new “KNT High Class Blue Planet” brand, which offers high-quality ryokan and hotels tailored to customer needs. Through these investments, we will implement business-structure reforms to overcome our difficult operating environment and work to further expand the business and improve profitability.」
We specified the expansion of the “New Travel Concierge” functions through avatar agents as a system development project to be funded with proceeds from a private placement of shares. - FY2021AdvancedAnnual report
「We will bring “Travel Concierge,” an advisory service provided by travel specialists through the in-store TV videophone system, to the Web and differentiate it from OTAs and other online travel agencies through avatar-based remote customer service.」
We presented specific measures for transitioning the conventional in-store videophone service to avatar-based remote customer service on the Web. - FY2021-Q3AdvancedAnnual report
「In selling these products, we will pursue the integration of digital and physical services, including by offering “New Travel Concierge,” a remote customer service providing travel guidance and support online.」
The policy is to transition from the conventional videophone-based Travel Concierge to “New Travel Concierge,” a Web-based remote customer service. - FY2020AdvancedAnnual report
「Since March this year, we have distributed tablets to all front-office staff at group stores and are establishing a system that enables customers unfamiliar with the Web to purchase Web products with confidence.」
By distributing tablets to front-office staff at all group stores, we established a system for selling Web products with in-store assistance. - FY2018-Q1AdvancedAnnual report
「We strengthened efforts to improve service levels in our stores, including the Kyoto Shijo branch being certified as a “satellite office” by the Hawaii Tourism Authority.」
The Kyoto Shijo branch was certified as a satellite office by the Hawaii Tourism Authority, giving concrete form to efforts to improve in-store services. - FY2017RestatedAnnual report
「In our stores, we worked to improve customer repeat rates through initiatives including the “My Customer” campaign, which aims for each employee to build a base of regular customers; “Travel Concierge,” through which specialist staff with detailed destination knowledge assist customers by videophone; and “Q-ti,” which enables rapid searches for model itineraries created by travel professionals.」
We continued efforts to improve in-store services and repeat rates by combining My Customer, Travel Concierge and Q-ti. - FY2017-Q3AdvancedAnnual report
「To further improve in-store customer services, we added more “Travel Concierge” services, through which specialist staff provide guidance via videophone, and introduced “Q-ti,” which enables rapid searches for recommended model itineraries, at all stores.」
We expanded the coverage of in-store services and the search platform by adding more Travel Concierge services and introducing Q-ti at all stores. - FY2017-Q2AdvancedAnnual report
「To further improve in-store customer services, we expanded “Travel Concierge,” through which specialist staff provide guidance via videophone, and “Q-ti,” which enables rapid searches for recommended model itineraries.」
We expanded Travel Concierge and Q-ti, extending in-store services provided by specialist staff and model itinerary searches. - FY2017-Q1AdvancedAnnual report
「We began using “Q-ti,” a search system that enables staff to quickly and accurately present customers visiting our stores with recommended model itineraries by destination and theme.」
The Q-ti travel information search system began actual use in stores, putting the information platform for in-store recommendations into operation. - FY2016First statedAnnual report
「We will add more “Travel Concierge” services, in which specialist staff with detailed knowledge of destinations provide guidance via videophone. We will also establish “Charisma Designer” as an in-house certification program and expand our pool of professionals with extensive knowledge of domestic and overseas destinations. In addition, we will launch “Q-ti,” a database of popular travel model itineraries and sightseeing resources, to build a system that enables us to respond even more quickly to customer inquiries.」
The plan combines videophones, in-house certifications and a travel information database to enhance the ability to make recommendations and respond to customers.