transcosmos offers “LINE to Call” and “Call to LINE”, features of “LINE Customer Connect”
Delivers call-chat hybrid customer support via 17,000 workstations in 30 locations across the globe
November 13, 2017
transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda) released a call-chat hybrid customer support service via “LINE” by implementing “LINE to Call” and “Call to LINE”, features of LINE Corporation’s customer support services for bussiness, “LINE Customer Connect”, to its unique cloud-based contact center platform, “Contact-Link”.
“LINE Customer Connect” is a service for corporates to support their customers via “LINE” from their contact centers.
The service consists of four features, namely, “Auto Reply”, “Manual Reply”, “LINE to Call” and “Call to LINE”. With the implementation of “LINE to Call” and “Call to LINE”, in addition to “Auto Reply” and “Manual Reply” that are already in place, transcosmos is now ready to offer all “LINE Customer Connect” service features to clients. transcosmos will support this hybrid service through its contact centers that are connected via “Contact-Link” (nearly 17,000 workstations in 30 locations across the globe).
・About “LINE to Call”
The feature enables users to make a free call with just one click on “LINE” or when they visit a company website, which will automatically connect them to IP phones.
・About “Call to LINE”
With this feature, IVR (Interactive Voice Response) or operators can send messages to users’ LINE accounts and invite them to “LINE” chat support based on their mobile numbers (*the feature cannot link users’ mobile number to their LINE accounts if they have blocked their caller IDs or have not verified their age on LINE).
Combining “LINE to Call” and “Call to LINE” features, businesses can seamlessly connect the separate channels, call and “LINE”. The hybrid service enables businesses to invite customers from call to “LINE” chat support via IVR when lines are busy or after contact center opening hours. For inquiries that are too complicated to support via chat, the “LINE to Call” feature allows users to switch from chat to call support. On top of reducing users’ frustrations related to call charges and wait time, the hybrid service reduces the number of abandoned calls, which ultimately decreases lost opportunities.
transcosmos continues to maximize communication between businesses and their customers whilst aiming to boost customer experience by improving convenience and efficiency as an early adopter of “LINE Customer Connect”.
Contact center services with “LINE Customer Connect” (for illustration purposes only)
Contact-Link is a cloud-based contact center platform which enables businesses to centrally manage customer communication data across various customer touch points and utilize the data as their marketing assets. With this cloud-based platform, businesses can centrally manage customer support offered through multi-channels at multiple locations, and connect the services with cutting-edge technologies such as voice recognition, bot and AI. Ultimately, Contact-Link helps businesses improve the quality of customer support whilst boosting contact center productivity.
About “LINE Customer Connect”
“LINE Customer Connect” helps businesses deliver the right customer experience, understanding the individual customer needs in context and seamlessly combining various communication channels including voice, AI and human operator chat services on LINE at contact centers. It consists of four features, namely, “Auto Reply”, “Manual Reply”, “LINE to Call” and “Call to LINE”.
*transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.
*Other company names and product or service names used here are trademarks or registered trademarks of respective companies.
About transcosmos inc.
transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost reduction through our 177 locations across 33 countries with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of e-commerce market on the global scale, transcosmos provides a comprehensive One-Stop Global E-Commerce Services to deliver our clients’ excellent products and services to consumers in 49 countries around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, responding to the ever-changing business environment.
Contact for Media Inquiries
transcosmos inc. Public Relations & Advertising Department