By visualizing from the CS perspective, we achieve company-wide sharing of VOC, which serves as the driving force for the business division!
We would like to introduce a case where PHC Corporation implemented a "Visualization Engine" to strengthen their efforts in utilizing VOC (Voice of Customer). The company began working on building a system to effectively utilize VOC. While they recognized the importance of customer feedback, it was necessary to shape it into a form that could be operated as an organization (business unit). The richness of knowledge and the excellent sharing capabilities of the system were decisive factors in its implementation. Gradually, inquiries regarding specific items decreased, ultimately achieving the goal of "reducing inquiries." [Challenges] - There were many opinions that VOC was not being fully utilized in products and services. - Analyzing approximately 10,000 pieces of data manually took 5 people three months, and categorization was the best they could manage. - They felt the need to improve the quality of analysis while leveraging the perspectives of the business unit. *For more details, please refer to the related links or feel free to contact us.*
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**Initiatives and Achievements** - By adding a section for VOC (Voice of Customer) in the sales daily report, which was primarily focused on business reporting, there has been an increase in the documentation of insights and suggestions from the responsible personnel. - By classifying inquiry content into a matrix, we have achieved KPI measurement and established a system for monitoring. - The utilization of knowledge-based information in customer support has improved the first contact resolution rate. - By visualizing the increased inquiry content chronologically, we detected trends and reflected them in the FAQ, which enhanced the self-resolution rate for customers and reduced the number of inquiries. - Utilizing the sharing function, we established an internal VOC portal to communicate customer feedback within the company. *For more details, please refer to the related links or feel free to contact us.*
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As a company that continues to create added value from all kinds of information, we have been providing cloud solutions centered around technologies such as 'text mining' and 'data mining' since our establishment in 2006. We visualize big data, such as customer voices, customer data/purchase data, and HR information, and have the power to provide insights.
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