Transcosmos : developed “DECAds Chat Edition For Cloud Working”, a new customer support…

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) developed a new customer support service 'DECAds Chat Edition For Cloud Working', a new service which provides chat-based customer support via a smartphone app without a phone. The app also offers other features including noise canceller to remove junk messages, an operator skill assessment system, and a resource/payment management system. DECAds Chat Edition For Cloud Working is due to be launched in November, 2017.

The landscape of customer support service has changed dramatically in recent years. As consumers continue to go online more via smartphones, demand for LINE and messenger-based chat support has increased exponentially. And so, call center companies have been trying to secure operators and reduce facility costs by opening regional centers and introducing a work-from-home system for operators. Yet, the challenges still remain.

Given these circumstances, transcosmos developed DECAds Chat Edition For Cloud Working, a new service which enables businesses to provide customer support without installing a phone line or opening a call center facility through the use of a smartphone app. To become an operator, applicants first access transcosmos's system, register manufacturers and products for which they can provide support, and then download the app to their smartphones or tablets. Once the system receives a chat-based inquiry on a specific manufacturer or a product, it will send an app notice to the operator who can support the inquiry based on the registered data. Upon receiving the notice, the operator starts interacting with the customer to support his/her inquiry via a chat. By adopting a smartphone app to the chat support system, operators can now work anytime, anywhere, gaining a new workstyle in the age of cloud services.

■Service flow (for illustration purpose only)

Point 1: Experienced former employees and monitoring/skill assessment systems ensure quality, secure services
By using operators who have credible knowledge, experience and skills, the service ensures high quality support. All operators will be retired employees of client companies, transcosmos's former employees or employees who are currently on childcare/nursing leave and have time and locational restraints. The monitoring system removes all kinds of fraudulent chat-interactions whilst resources and skills will be managed centrally. The service also features a skill assessment system which enables the introduction of performance-based pay and limits system access to poor performing operators.

Point 2: Quick and affordable implementation
Typically, opening a customer support center takes a lot of time and cost. Businesses need to hire, educate and train operators on top of installing phone lines and preparing a facility. Instead, DECAds Chat Edition For Cloud Working only requires a smartphone app and all operators will have basic knowledge of call center operations as well as on specific industries, reducing implementation costs dramatically. What's more, by implementing a performance-based charge system, clients will see huge cuts in operational costs, too. The service will be charged per chat.

Point 3: Flexible work environment enables operators to demonstrate their skills when possible from anywhere
To work as an operator, applicants only need to register manufacturers and products for which they can provide support and download the app to their smartphones or tablets. They can provide chat support when available, from anywhere and will be paid based on output. The service removes time and place constraints for people who want to work only when available or want to use their skills whilst staying at home.

■Customer support process (for illustration purpose only) (watch video from here: https://youtu.be/k2sT2l5W8SU)

As a first step, transcosmos will launch DECAds Chat Edition For Cloud Working for services that do not involve personal information such as pre-purchase consultation services and product inquiry support. In the long run, transcosmos aims to provide the service for product recalls which require customer service urgently, and for campaigns that need significant increase in operators.

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* transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names used here are trademarks or registered trademarks of respective companies.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have combined superior 'people' with up-to-date 'technology' to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients' business processes focusing on both sales expansion and cost reduction through our 173 locations across 31 countries with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients' excellent products and services to consumers in 49 countries around the globe. transcosmos aims to be the 'Global Digital Transformation Partner' of our clients, supporting the clients' transformation by leveraging digital technology, responding to the ever-changing business environment.