[Helpfeel Case Study] Rush Japan LLC

In-house knowledge supporting 77 stores and 1,000 staff. Inquiries related to store registers are expected to be reduced by about 30%.

We would like to introduce a case where our "Helpfeel" was implemented by Lush Japan LLC, a natural cosmetics brand. The company experienced a doubling of inquiries from stores following the launch of a new cash register system, which posed a challenge in terms of resource allocation for responses. After implementation, the no-hit rate for searches decreased, and the percentage of staff able to resolve issues independently increased. The number of inquiries related to the cash register, which was approximately 200 per month, has reduced to about 80, contributing to a decrease in inquiries from store staff. [Implementation Effects] - The no-hit rate, which initially had a target of 10%, has now decreased to 8%, increasing the percentage of self-resolution. - The number of inquiries, which was about 200 per month, has decreased to around 80. - It is resilient to variations in terminology and easier to hit in searches. - Utilizing tablets and other devices has lowered the barriers to searching. *For more details, please download the PDF or feel free to contact us.

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