In an era where online shopping is the norm, D2C businesses are pursuing strategic approaches to secure customer acquisition and sustain their sales.
This time, we spoke with Ms. Yuna Kawamata of Mirai Co., Ltd., which handles everything from planning to sales of skincare cosmetics, about the challenges they faced before introducing “BOTCHAN Keeper” and the results after implementation.
The interviewers were Kurumi Furutake and Ayaka Saka from the Customer Success Team.
Mirai Corporation Official Online Shop
https://www.impinch.com/
━━ To begin, could you tell us about the values and principles that Mirai Inc. holds important for its brand?
Our brand “I’m PINCH” is founded on the philosophy of “supporting people in living their best life at any age through beauty.” Of course, we are committed to helping you look beautiful with our cosmetics, but we also work hard every day to deliver the “best possible” state that lies beyond outward beauty.
Ms. Yuna Kawamata, Mirai Co., Ltd.
━━ Thank you very much. At Mirai-san, how do you decide which areas to handle in-house and which to entrust to partners? Please also tell us about your criteria for selecting partners.
We handle the conceptual aspects in-house, but we also want our partners to be involved so they can bring in specialized expertise and approaches that lead to tangible results.
In selecting partners, we value not only the business relationship but also whether we can build a relationship in which we grow together as colleagues working side by side. It is important to us that the relationship be mutually beneficial and that our partners are willing to align themselves with our way of thinking.
━━ I see. Please tell me about the challenges you faced before introducing “BOTCHAN Keeper.”
We had been using telephone and a web-based inquiry form as contact points for customer requests, but there were cases where what we wanted to convey was not fully communicated via the web, causing us to lose potential relationships with customers. We felt it was necessary to establish a framework on the web as well that would ensure customer satisfaction.
━━ So that’s when a chat form came up as an option. Before implementing it, what were you hoping it would achieve?
wevnal Inc. Customer Success Team – Kurumi Furuhane & Ayaka Saka
By switching to a chat format, we expected that customers would find the interface more familiar and easier to read, and that we would be able to provide content that is easier to understand by using images and videos. We also believed that by helping customers gain a better understanding, we could build longer-term relationships with them.
━━ What was your initial impression when BOTCHAN Keeper was proposed, and what led you to decide to implement it?
When we were deciding whether to introduce BOTCHAN Keeper, the team at wevnal communicated with us in great detail. They not only shared key points on how to use the chat form to achieve results, but also took our specific challenges and circumstances into account and made concrete proposals. As a result, we were able to achieve very positive outcomes after implementation.
━━ Could you tell us a bit more specifically about the results after implementation?
Qualitatively, communication with our customers has improved significantly. By adopting a chat format, customers can make inquiries and ask questions more comfortably, and we can explain our products and services more clearly by using images and videos. As a result, customer satisfaction with our responses to inquiries has increased, and we were able to achieve improvements in retention—something that used to take about six months with a conventional form—in just two months after implementation.
In addition, by leveraging BOTCHAN Keeper’s data analysis features, we have been able to understand our customers’ preferences and needs and provide more appropriate services.
━━ We appreciate your kind words. Finally, do you have a message for other companies that are considering BOTCHAN Keeper?
BOTCHAN Keeper has made a major contribution to improving our customer satisfaction. If other companies are facing similar challenges and are looking to improve communication with their customers, we strongly recommend considering it.
The team at wevnal took our issues seriously and offered flexible and effective proposals. The impact after implementation has been clear, and it has greatly helped us enhance the services we provide to our customers. For companies like ours that want to build better relationships with their customers, we believe BOTCHAN Keeper is an excellent tool.
━━ Thank you very much. We look forward to continuing to work with you.
Likewise, we look forward to working with you going forward.
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If you would like to check whether BOTCHAN can be implemented at your company, or if you would like advice tailored to your situation, please feel free to contact us with your questions or inquiries.
A specialist consultant will respond.
