Wacom Co., Ltd. has always been a leader in the pen tablet field for creative users. Not only pen tablets used by professional cartoonists and illustrators, but also electronic signatures used for financial product contracts and hotel check-ins, and support for digitizing notification documents of local governments. Wacom products are also used in various business situations.
The Wacom Support Center is the contact point for all customer inquiries for individuals and corporations. In fact, most of them are beginners because they are a small number of elite people and have never touched Wacom products until they joined the company. We are striving to improve the quality of our response by acquiring a huge amount of knowledge through the training program and thinking about "how close we can be to our customers" every day. We asked the people who work at the Wacom Support Center about their thoughts on our customers.
Wacom Support Center is a beginner
Technical Support Manager Ara
-What kind of organization is the Wacom Support Center?
"Most support center members were new to pen tablets. I was a dozen years ago, but before I joined Wacom, I didn't know what a pen tablet was, right or left. Therefore, I can understand the feelings of beginners very well. There are many customers who say, "I just want to draw a picture with a pen tablet, but I don't know the first step." I think it's important to create an organization. "
Acquire all product knowledge with a thorough curriculum
-I heard that you were a beginner with a pen tablet earlier, but how do you acquire knowledge?
“Some of the members working at the Wacom Support Center have never touched a Wacom product or used a pen tablet before, so we will train first. Usually, it takes about a month to do everything. Learn product knowledge. Our products are not only for general customers, but also for corporate customers such as hospitals, schools, shopping malls and hotels, so we have knowledge of all products within the period. To learn. "
―You will gain and deepen your knowledge through one month of training.
"Yes. After the product knowledge training, we will ask you to acquire knowledge such as troubleshooting and past cases. We are continuously testing to confirm that the training content is properly acquired."
Creating a team that can only be done by a small number of elite
"Verification machine booth" where Wacom products are lined up
-How many people are working at the Wacom Support Center?
"Compared to other call centers, the Wacom Support Center is a call center with a very small number of people. On the contrary, there is an advantage that it is easy to cooperate because the number of people is small."
-I think it's difficult to operate with a small number of elites, but are there any points where you can demonstrate performance with a small number of elites?
"The goodness of teamwork is the best. Collaboration with other departments is very smooth, and we try to collaborate quickly so as not to burden our customers. In addition, we also strive to share knowledge. We're putting in. We're sharing the latest knowledge with our team so we can get you up and running quickly. We're constantly updating that information as new features may be added to products that have already been released. increase."
-I'm wondering if there are new products added or inquiries about past products even after training. How do you support them?
"After all, there are many points that I can't understand or learn from the manual alone, so I'm actually touching the product and trying various ways to use it. The" verification machine booth "where most Wacom products are located is the support center. Since it is inside, we may explain the situation of the customer who inquired while reproducing it using a verification machine. "
Supports 3 inquiry methods: phone, chat, and email
Wacom Support Center
-When you contact the support center, the image of "telephone" is strong. What other methods of inquiry are there?
"Currently, there are three methods: phone, chat, and email. For example, if you have difficulty connecting to the phone, please use email. We try to respond to emails within 24 hours. Many customers use chat to listen in real time. "
-There are three types of inquiry methods. I think it is difficult to respond to various inquiries with a small number of people, but are there any points to respond smoothly?
"For example, in the case of responding by e-mail, we adopt a format in which the person who responded first is in charge until the end. It takes time and effort for the customer to explain from the beginning again by becoming another person. I try not to get confused. In the case of a phone call, I keep a log of the conversation, so I devise a way to respond smoothly even if another person calls. "
-There are various ideas.
"That's right. We are always aiming for the best response for each customer. If it is easier to understand if you print it out, we will send you the procedure by e-mail, and if there is a point that you stumbled on that procedure, we will support you by phone. In other cases, such as elderly customers, if the telephone is more likely to lead to a solution than explaining by e-mail, how many hours will it take to resolve all the customer's problems? But we will respond by phone. We always try to find the best method for each customer. "
"Pre-purchase consultation", which is the most frequently asked inquiries
-What kind of inquiries do you actually receive?
"I would like you to look at this graph, but at the Wacom Support Center, we provide pre-purchase support called" pre-purchase consultation, "and we propose products that meet the needs of our customers."
-It's convenient to be able to consult before purchasing. I think it's quite difficult to explain the product verbally, but are there any points you are careful about?
"Since it is difficult to convey with words alone, we may ask you to visit Wacom's mail-order site together and explain the features of tablets and pens in detail while looking at the images."
-For individual customers, I think that many people are wondering whether to buy a plate-shaped pen tablet or an LCD pen tablet. In that case, I think there may be some customer's sensory taste, but what kind of explanation do you give?
"We ask our customers what they want to do, but the big point is the" budget. " Prices will change significantly between plate-type pen tablets and LCD pen tablets, so we will narrow down the products while listening to your needs and budget. In the case of a plate-type pen tablet, it is easy to move while looking at the PC, and in the case of an LCD pen tablet, it is easy to operate intuitively because you can draw lines directly on the screen. We will search for products that meet the needs of our customers while informing our customers about the features of our products and hearing the details of how they want to use them. "
-Is there a tendency for "pre-purchase consultation" that has been increasing in the last few years?
"Basically, there are many customers who use it for drawing illustrations and processing photos, but in the last few years, there have been many questions about business use such as wanting to use it as a whiteboard at a cram school. Also, regarding illustrations, the number of inquiries from parents who want their children to draw pictures is increasing. In such cases, I try to hear in detail what kind of use the child will use. . "
-It's an era when parents are introducing pen tablets to their children.
"Recently, many households do not have a PC, so if you are a parent or guardian, I will tell you that you need to connect to a PC first." I try to convey it easily. "
The secret of 97% customer satisfaction
We explain while using the actual machine so that we can solve the customer's troubles
-Customer satisfaction of 97% is a surprising number, but are there any points you are careful about when dealing with customers?
"I think that customers often call me in situations where they're not working well'or'I don't know the connection'. Please contact me with anxiety that they may not be able to support me properly. I feel that I am, so I think it is important to somehow get rid of that anxiety and how close I can be to satisfy myself. "
-You value being as close to your feelings as possible.
"As I said at the beginning, I hadn't touched Wacom's products until I joined the company, so we value the feelings when we don't know how to use the products. I'm thinking first about why I'm in trouble, where I don't understand, and how close I can be to my feelings. "
-Are there any issues or goals to further increase customer satisfaction?
"I would like to improve my ability to'pick up'the destination of customer actions. For example, if a customer contacts me to create a Wacom ID to register when I buy a Wacom product, the Wacom ID There must be something you want to do after you make it. Not just want to make a Wacom ID, but because you made it, you want to do it. You want to draw a picture because you got a pen tablet. We have a request, so our goal is to be able to draw up to that point and support it. "
Customer feedback leads to motivation to work
The comments received on your SNS will be a daily encouragement.
-There is also a corner where the customer's voice is written in the support center, so I was unintentionally relaxed, but does it still lead to the feeling that "I will do my best because of the customer's voice"?
"The most motivating thing is to make our customers happy. The customer who recently responded to us gave us an illustration of Shisa as a gift to prevent evil because of the Korona-ka. After solving the problem with the pen tablet, when I saw the Shisa who drew it, all the staff were impressed and motivated. "
-I'm impressed to see the customer's picture that actually corresponded.
"Some people send us illustrations drawn using a pen tablet by e-mail, or send the published book to us. You can see the corresponding work of the customer directly at the Wacom Support Center. It's an experience that makes me happy to work. "
"Wacom Cintiq Pro 16 (2021)" that reflects customer feedback
-The new "Wacom Cintiq Pro 16" will be on sale.
"The functions of" Wacom Cintiq Pro 16 "have been improved and will be released on November 5, but unlike the development flow so far, people working in various departments will become one team and myself. We have improved the product by reflecting the customer's voice that we have contacted. We received many customer's voices such as "It is difficult to connect" to the support center, so I think that you will be particularly satisfied with the connection part. I'm wondering if there is one. "
-Your voice leads to better products, isn't it?
"After all, we believe that customer feedback will improve Wacom products in the future. For example, the more inquiries we receive from customers, such as" this is difficult to use "or" I want you to do this. " As the number of products that solve the inconveniences of our customers will increase in the future, we strongly want you to use the Wacom Support Center. Not only the members of the Wacom Support Center, but also our customers as well. I feel like I'm a companion who makes
If you have any questions, please use the support center.
Ara and Suzuki say, "If you have any problems, please feel free to contact us."
-I have the impression that calling the support center is a little distracting, but can I feel free to consult with me?
"Before calling the support center, you often find out by yourself or take various actions to solve the problem, but if you call the support center, you can solve it unexpectedly smoothly. Many people have said, "I should have called you sooner," so please feel free to contact us. "
-Is the content of the consultation only for Wacom products?
"Some customers buy PCs when they purchase Wacom products, but inquiries from customers who bought PCs that do not suit the usage environment are the most difficult. I wanted to draw a picture, but I bought it. If your PC cannot connect to Wacom products, we will not be able to provide further information, so if you contact us one step before that, we will provide the one that suits each customer, including the PC environment. I will present it. "
-It's okay to consult when you buy a new PC. At that stage, it was an eye-opener to consult with the support center.
"Before you regret that you can't use Wacom products after you buy a new one, please feel free to contact us. I think that it is often thought that Wacom products are difficult to connect, including the PC environment. Therefore, we would like to work together to resolve the concerns of our customers as much as possible. "
If you have any problems, feel free to go to the support center.
When making inquiries to the support center, problems such as "cannot connect" and "does not start normally" often occur, so for customers, the impression of the support center changes significantly with a single consultation when the problem occurs. increase. At Wacom Support Center, we are working to solve our customers' problems with extraordinary determination every day, how to solve their problems and how they can be satisfied with this one-time response.
"I was disappointed because I had to choose a Wacom product because each customer wanted to draw a picture or connect to a business, but the connection did not go well or it did not start. If you have any concerns before you end up, please let us know. The best environment for you to choose Wacom products, including not only selling products but also support. I have a strong desire to help you prepare the product, "says the person in charge.
If you have any questions about Wacom products, or if you have a product that you are interested in, why don't you feel free to use it such as "Pre-purchase consultation"?
New Wacom® Cintiq® Pro 16 for digital artists and designers
PR TIMES STORY
[PR] Provided by: Wacom