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transcosmos inc. delivered a webchat system to ENOTECA Co., LTD. (Headquarters: Tokyo, Japan; CEO: Masaya Kuroki,) the operator of an online wine shop “ENOTECA online (https://www.enoteca.co.jp/).” ENOTECA online began offering its customer services via the webchat on Tuesday, May 28, 2019. The new webchat service assists customers in solving their questions and concerns in real-time, and ultimately helps them select and buy wine online.

Given the fact that customers who hesitate to call customer service centers are on the increase and that emails take longer response time, ENOTECA online decided to adopt the webchat service with the aim of solving questions and challenges that customers face in real-time in addition to their existing call and email customer services.

transcosmos assisted ENOTECA online to design and implement a webchat service called “ShowTalk (https://www.showtalk.co.jp/),” and continues to offer post-implementation consulting services. All customers need to do is enter their questions following the on-screen guidance, then an ENOTECA online webchat agent will respond to their enquiries in real-time. Being a more accessible customer service channel to customers than calls and emails, the webchat service helps customers solve their questions and make purchase decisions on the spot, and ultimately makes it more convenient for customers to buy wine online than ever before.

■ Smartphone screen images (for illustration purposes only)

Service hours: 10:00 a.m. to 6:00 p.m. (a bot service for off-hours under consideration)
Supported devices: PC, smartphone and tablet

Building on its proven system implementation record, transcosmos continues to help clients optimize their customer communications.

◆ About “ENOTECA online”
“ENOTECA online” is an online specialist wine shop operated by ENOTECA Co., LTD. As a shop where customers can buy wine online anywhere at anytime, ENOTECA online is committed to delivering the latest news everyday and ensuring fast and accurate delivery. Making the most of a vast volume of data that only online shop can gather, ENOTECA online continues to provide up-to-the-minute information ahead of others whilst introducing the exciting world of wine. With the aim of offering services that let customers receive and enjoy a bottle of wine they love right away, ENOTECA online, in principle, ships wines for customers everyday including Saturdays and Sundays.
(URL：https://www.enoteca.co.jp/)

* transcosmos is a trademark or registered trademark of transcosmos inc. In Japan and other countries.
* Other company names and product or services names used here are trademarks or registered trademarks of respective companies.