10/16 (Wed) Shopify x Growth Meetup (In-Person Event) ~The New Shape of 24/7 Online Customer Service~
For this event, we are welcoming Takayuki Sakakibara, Group Leader of the Domestic Sales Promotion Group, International Brand Sales Division at Albion Co., Ltd., as our guest speaker, for an in-depth discussion on AI-powered online customer service.
Overview
~The New Shape of 24/7 Online Customer Service~
"AI? I was skeptical at first," says Sakakibara — but now he sees enormous potential in AI-driven customer service.
After introducing AI to enhance online customer interactions, the results far exceeded expectations in addressing customers' needs.
Until now, we have approached customer service on our e-commerce site with the same care as in our physical stores, working hard to engage with as many customers as possible within limited business hours. However, looking at the data, we realized that the moments when customers want to ask questions don't always fall within business hours.
That's what led us to introduce AI-powered customer service available 24/7. As a result, not only during off-hours but even during the day, many customers began saying, "Let me just ask the AI." We've been able to respond to more customer inquiries that we previously would have missed.
At this event, I'll share the three major changes I experienced after embracing AI customer service.
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Customers surprisingly prefer AI
Customers who found live chat a bit intimidating began asking questions easily through AI. With AI in place, the number of responses increased and customer satisfaction improved. -
AI is something you nurture
At first, staff gave harsh feedback: "This AI is completely useless." But today, it has grown into a fully capable "customer service staff member." By training the AI with accurate information, it now delivers precise answers to customers. -
AI's addition led to more meaningful communication
With AI handling routine inquiries, human staff can now spend more time on deeper consultations. The quality of customer service has improved, bringing online interactions closer to the in-store experience.
For e-commerce operators and anyone interested in customer service — why not take this opportunity to explore the possibilities of AI-powered customer service?
We'll share concrete examples of how to leverage AI "for the customer."
Let's find the new shape of online customer service together.
We warmly look forward to your participation!
Guest Speaker
Albion Co., Ltd.
Group Leader, Domestic Sales Promotion Group, International Brand Sales Division
Takayuki Sakakibara
【Profile】
Joined Albion Co., Ltd. in 1990. After 20 years in wholesale sales to major cosmetics retailers and department stores nationwide, he moved to the International Business Division overseeing domestic and international marketing and sales for licensed brands. He currently manages the domestic rollout of ANNA SUI and PAUL & JOE. Since 2019, he has also been responsible for launching and operating the company's online stores, having established online storefronts for four brands.
Date & Time
Wednesday, October 16, 2024, 6:00 PM – 8:00 PM (Doors open at 6:00 PM, program starts at 6:10 PM)
Location
StoreHero Office
└ Daisan-go Kowa Building 3F, 1-14-14 Akasaka, Minato-ku, Tokyo 107-0052
*Please note that attendance for this event will be determined by lottery. Those selected will be contacted individually with confirmation.
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