In order to respond to customer inquiries regarding Casio products, a customer contact department was created in 1981. Today, members of the Customer Support Center are continuously working to acquire product knowledge and improve customer service quality so that customers can use their Casio products with satisfaction. In addition, by steadily providing customer feedback to relevant departments within the company, the center is actively working to ensure that the voice of the customer is reflected in product creation and service development.
In addition, the Center is working to improve the customer experience in each particular region by facilitating smooth cooperation with the customer support centers set up at local sales companies in each region outside Japan.
Emphasizing the sensibility of “consideration”
The Customer Support Center respects customers and is working to serve them based on the wish to be helpful. At the same time, the staff do not simply answer callers’ questions; they strive to accurately grasp the core reasons for each inquiry, and to propose appropriate solutions, while emphasizing good interpersonal communication.
Casio also continuously strives to improve the value of the customer experience by conducting periodic satisfaction surveys concerning customer service response and making relevant improvements. Also, in accordance with the diversification of communication styles due to the acceleration of digital transformation, we are working to expand chat support, which is in high demand with customers. We plan to make continual system enhancements in the future as well, including expanding the products covered and the subjects customers can consult about.
Sharing customer feedback and making improvements from the customer’s perspective
The center shares opinions and inquiries received from customers with relevant departments such as the development and sales departments. This customer feedback is then used to make even better products and services.
At the same time, Casio is actively working on improvement from customer's perspective, based on analysis of customer feedback.
Specifically, Casio is striving to provide mechanisms that allow users to resolve problems themselves, by providing content designed from the customer’s perspective on its customer support websites, which serve as important touchpoints for customer interaction. Similarly, we are working in cooperation with local customer support centers to augment FAQ sections on customer support websites around the world.