2021.03.02 Interview

Easy Introduction to Cocone 6th Period: CX

Hello, I am Momoko (from Kansai), an HR recruiting intern!
Cocone has developed various applications such as ” Pokecolo ” Pokecolo Twin “Hello Sweet Days.
Each is a team effort of various employees in planning, design, and development.
This is a project to introduce the work of Cocone in a simple and easy-to-understand manner.
This is the 6th period of ” Easy Introduction to Cocone “.
Last time we studied planning, and this time we will learn about CX work!
CX is… what? I feel like I’m not sure, but let’s talk to the employees who can tell us anyway.

Two employees will be lecturing on this issue.
On the left is Mr. Kusunoki, a peculiar Kansai man, and on the right is the team leader, Mr. Matsuda, who is pushed by him (laugh).

First of all…what does CX stand for? What kind of work is it?

Mr. Matsuda

CX stands for Customer Experience.
Our goal is to provide hospitality support to our customers so that they feel a sense of satisfaction and become “fans” of Cocone’s services. This position communicates directly with customers and determines their impression of the company.

What is your specific job description?

Mr. Matsuda

I mainly respond to customers via email. Then, I summarize the voices of service improvement and convey them to the business unit for better service.　 As a team leader, I personally manage and control the progress of members, update the system in the team, and participate in regular meetings as a leader of Pokécolo’s CX.

Ms.Kusunoki

The CX team also creates and updates the “Contact Us” page and FAQs that customers see when they make inquiries.
It is also CX’s job to create an environment in which it is easy to make inquiries in order to improve our services.
Matsuda-san and I share the same roles, but I mainly handle customer service for Pokecolo Twin.
If we only receive inquiries, it is not possible to grasp what customers are concerned about and what they want while playing the application, so we regularly conduct surveys and hearings to create opportunities to dig deeper into what customers are looking for.
We are also devising online events and other events to show our appreciation and hospitality along with the business of listening to our customers’ needs.
I also manage the progress of the hearing meetings for the entire Cocone application, facilitate the hearing meetings, and am in charge of various other tasks that involve talking directly with customers.

It is very diverse...! Is your main customer service work like a call center?

So diverse…! I’m sure it’s very varied…! Is your main customer service operation like a call center?

Ms.Kusunoki

Call centers are supposed to provide customer support to solve customers’ problems, but we also provide a “customer experience” that has psychological and emotional value!
We also hold hearing meetings where we talk directly with customers, so we play the role of a hub between customers and management and designers (business units).
Also, in a call center, you can directly convey the person’s emotions and temperature with their voice, right? However, e-mail support is text-only, so it is difficult to grasp a person’s temperature, emotions, and facial expressions.
Emails are just like letters, and one phrase can be perceived as “cold…”. You need to be creative in creating phrases and sentences that convey a sense of “human warmth.

I see…! I see…! Where’s Mr.Matsuda?

Mr. Matsuda

…likewise.

Ms.Kusunoki

Also, Mr.Matsuda and I sometimes give CX training to newcomers to Cocone, regardless of department.
The purpose of this project is to let the people who create designs and systems realize that there are customers who will hold the works they are involved in, even though they do not have the opportunity to have direct contact with customers.
At CX, we receive many testimonials from our customers every day.
So, if you have just joined us, you may be asking yourself, “What kind of people are the customers who enjoy Cocone’s services? What kind of things are they interested in? The CX team, which has more opportunities to interact with customers, provides training for those who have just joined the company.

Overall, we tended to be pushed by Ms. Kusunoki’s machine gun talk.

Because we are the closest to our customers in the company, we also give that back to the company as a whole!

But… I guess there are still complaints, right?

Ms.Kusunoki

Maybe it’s called a claim, but…
I believe that “complaints = passionate words of love for the service”. So, it may not be as hard as you think.
I think customers have certain expectations for what they like, and I think there is a lot of material to improve service in the complaints, so I myself would say, “Thank you for listening to my passion.

Complaints are important opinions, right?

What do you find most rewarding about CX What do you find rewarding about CX?

Ms.Kusunoki

I sometimes talk to customers face to face at hearings and other events, and they say to me, “Thank you so much for all your help. I want you to continue your service forever!” I feel rewarded when customers say warm words to me despite their dissatisfaction, such as “I hope you will continue your service forever!
After all, the word “thank you” is invincible.

Moreover, talking to Ms. Kusunoki seems to make customers feel positive. … How about you, Mr. Matsuda?

Mr. Matsuda

…Yes, that’s right. When a customer is satisfied with our courteous response, or when a customer is pleased with the improvements that CX communicated to the business unit and that were reflected in the improvements.

Matsuda-san is the team leader, but he doesn’t speak up on his own.

I see. On the other hand, what is difficult?

Ms.Kusunoki

It is difficult to pursue the “true meaning of the customer,” including all the things that are troubling them and all the things they want. Even if we can express what they are looking for in numbers to some extent, the challenge is how to conduct qualitative analysis, which is not enough to see what they are looking for. Anyway, we are trying to dig deeper by increasing opportunities to have contact with customers.

Is it the same for you, Mr.Matsuda?

Mr. Matsuda

…Yes, that’s right. In other words, what do we place KPIs on? We are looking for trends at other companies, and looking at the ideas of CS specialists.

CX. What is required for the work of the

Ms.Kusunoki

We are a service provider, but we also play a role in listening to our customers and being there for them.
Therefore, I think this department requires people who “like people” and “can actively communicate.

Mr. Matsuda

People who like to communicate like this person (laughs) or who can think from the customer’s point of view are suited for this position.

By the way, why were you both interested in this job?

Ms.Kusunoki

I myself am a talkative person with a meddlesome personality who loves people and wants someone to have fun, so I was interested in CX, “a job that connects people (customers) and people (business units)”.

Mr. Matsuda

I have always liked to work in a behind-the-scenes role!

By the way, why were you both interested in this job?

You two seem to be opposites, which is a good combination, and both of you have what it takes to do CX work! You both have what it takes to do CX work! Finally, what are your goals?

Ms.Kusunoki

Actually, I’m not very good at the numbers part…
I would be happy if I could reflect customers’ voices in our services by communicating with them and making use of my talkative personality, and if customers become fans of Kokone and Kokone staff!

Mr. Matsuda

Putting aside numerical talk, I would like to build a CX team that is unique to Cocone and increase the number of Cocone fans.

Now, again, CX I would like to review the work of the