Komehyo introduces "Withdesk Browse" to KOMEHYO ONLINE to support online shopping in real time

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​ Recently, daily shopping has become online, and there are many cases where it is completed on the website. For this reason, KOMEHYO will focus on enhancing the functions of the contact center and the UI that makes it easy to convey product information so that customers can choose reused products more conveniently and with peace of mind at the official online store "KOMEHYO ONLINE". I was. As part of the further expansion of contact center functions, we have introduced "Withdesk Browse", which allows customers to share the operation screen with operators and receive detailed support. "Withdesk Browse" is a co-browse service that enables real-time support, including remote control, while checking the web page the customer is viewing, regardless of the device (PC, smartphone, tablet) the customer is using. -Browse) solution. Co-browsing does not require the customer to download any software, and can be started simply by entering a session code. At KOMEHYO, which is also used by many customers over the age of 60, the number of online store phone orders (*1) has increased by about 1.5 times compared to FY2019, before the spread of the new coronavirus infection. In addition, about 20% of the nearly 2,000 inquiries per year are related to "procedures" and "operation methods." By introducing "Withdesk Browse" this time, operators will be able to quickly determine "what the customer is having trouble with" and solve the problem in real time. As a result, we are able to smoothly guide customers through to purchase, and we believe that we can solve problems (*2) such as "improving the response rate" and "reducing order abandonment" by shortening the response time of operators. . As a leading brand reuse company, KOMEHYO will continue to promote OMO (Online Merges Offline) with the aim of creating a reuse market where everyone can shop comfortably and with peace of mind even in the new normal environment. I will come. *1: KOMEHYO service that allows you to complete everything from order confirmation to payment method selection over the phone *2: Target value: Average response rate: 95% → 97% (up 2 points), Number of orders: Increased by 30 per month 1 . Talk about problems over the phone Consult the contact center operator over the phone about your problems with the online store. 2. Enter the session code If screen sharing support is enabled, the operator will tell you the code number. Customers enter the number on the dedicated page from "About screen sharing support" at the bottom of the online store. (Left) (Reference: https://komehyo.jp/include_html/landing/screensharing/)

▲ Actual online store screen

3. Share the page you are viewing The web page you are viewing is instantly shared with the operator. While answering the phone, the operator can check the customer's operation procedure and provide operation guidance using the mouse cursor.

▲ The page you are viewing is shared with the operator. The operator guides you while moving the mouse cursor.

"Withdesk Browse" is a Co-Browse solution. Co-browse is a technology that allows operators to provide support, including remote control of web pages, while confirming web pages viewed by end users in real time. Any item, such as passwords or credit numbers, can be masked so that it cannot be seen by the operator. In addition, the scope of co-browsing is limited to web pages with a service tag installed, and it is a solution that takes security into consideration, such as not sharing the customer's desktop or pages displayed on another tab. Name: Withdesk Browse Service URL: https://www.withdesk.com/ Company name: Graph Technology Co., Ltd. Location: Osaki Bright Core 4F, 5-5-15 Kitashinagawa, Shinagawa-ku, Tokyo Representative: Yuto Taguchi Website: https://www.graph-technology.com/ Company name: Komehyo Co., Ltd. Representative: Takuji Ishihara, President Head office location: Naka-ku, Nagoya, Aichi Prefecture 3-25-31 Osu Date of establishment: May 2020 URL: https://www.komehyo.co.jp/ Description of business: Komehyo uses "Reuse Tech*" to provide We are working to improve the value of the reuse market by evolving reuse into something more familiar, convenient, and safe for people. With our e-commerce and contact centers as hubs, we offer a convenient and secure experience that integrates online and offline by seamlessly connecting various points of contact with customers. *…A solution to create a healthy reuse market that can be used conveniently and with peace of mind through the use of technology, and to realize a sustainable society through the sharing of goods.