Today, the 9th installment of the Mynavi News series "Understanding O2O: What You Think You Know But Don't Know" was published!
The theme of this article is "What is 'app customer service' and its functions that increase customer satisfaction?"
https://news.mynavi.jp/article/O2O_basic-9/

Recently, "app customer service" has been a key word being discussed at GMO App Capsule's O2O seminars.
In this ninth installment of the Mynavi News series, we introduce the distinctive features of "app customer service," which play an important role in preventing customer abandonment and improving the customer experience.

Its functions include creating communication between staff and customers that is unique to digital technology, as well as mechanisms that pursue convenience, such as using a smartphone as a room key.
The features are divided into "functions that digitize customer service flows that have previously been carried out using analog means, improving customer convenience" and "exclusive offers and functions that can only be enjoyed on the app," and are introduced using a wide range of examples from restaurants, apparel, hotels, sports leagues, and more.

Please take a look at the previous ones as well (^^)
https://news.mynavi.jp/article/O2O_basic-9/

< List of series >

1st:The history and evolution of O2O in Japan (Part 1)
2st:The history and evolution of O2O in Japan (Part 2)
3st:Important O2O initiatives in the food and beverage industry
4st:Important O2O initiatives in the retail industry
5st:Why is it necessary to use apps to attract customers to stores?
6st:What is the current situation regarding the use of apps by local governments as a means of attracting inbound tourists?
7st:Changes in app customer service due to the use of MA and advances in personalization
8st:POS and app integration to promote "omni-channelization"