June 24, 2016
Accenture Launches New Customer Experience Support Service for Businesses Employing LINE
Range of support service includes strategy development for strengthening customer contact to system implementation and operation to deliver new communications
TOKYO; Jun. 24, 2016 – Accenture (NYSE: ACN) announced today the launch of a new comprehensive support service for businesses that employ LINE Business Connect, the service for businesses provided by LINE Corporation, to provide new and enhanced customer experiences. Accenture Interactive, which delivers end-to-end solutions and services for digital transformation as part of Accenture Digital, will provides this service in Japan and other countries as well.
This new customer experience support service helps businesses deepen their relationship with individual customers using the API of LINE Business Connect. Accenture Interactive will provide clients with strategy, implementation and operations support to help them provide content relevant to the interests of individual customers at the right time, and to conduct interactive communication.
For example, businesses in the travel industry can provide the seamless and comprehensive customer experience for an overseas traveler’s behavior and needs, such as directions from the local airport to their hotels, recommend tours suited to them, and restaurants wherever and whenever they want by chatting on LINE, the mobile messenger application.
LINE Business Connect is a service for businesses to customize the functions of LINE Official Account through an open API. With Accenture’s comprehensive support service, businesses are able to link LINE Business Connect with not only various business systems, such as CRM systems and databases, but also chat operators and an automatic response function that uses artificial intelligence.
As a result, businesses can create new communication channels using LINE so that they can respond to customer needs and demands, beyond traditional customer contact channels, such as email and call centers. In the future, businesses will be able to link their systems to Accenture analytics solutions, including the Accenture Insights Platform, to analyze customer data and receive real-time actionable insights that can help them to provide optimized and personalized content to customers.
“We aim to bring people and various information, services and products closer together to develop more personal relationships with them through LINE, and not just people connecting with each other,” said Shintaro Tabata, Senior Vice President, Head of Corporate Business for LINE Corporation. “Accenture globally possesses broad experience and know-how as a business partner that provides end-to-end services to help transform the customer experience, from digital strategy development and design to implementation and business operations. We strive to bring more convenience and affluence to people’s lives through Accenture’s new service that employs LINE Business Connect, and increase the value of LINE as a social infrastructure.”
“As digital technology spreads and consumer expectations continue to shift, many businesses are finding that the ability to deliver an attractive customer experience is becoming a key source of competitive differentiation,” said Junichiro Kurokawa, managing director of Accenture Interactive in Japan. “LINE Business Connect is a robust infrastructure for delivering high-quality communications that customers expect from companies. Through our new customer experience support service, Accenture can help businesses develop their customer experience support initiatives more quickly.”
About LINE Business Connect
LINE Business Connect is a service in which LINE Corporation provides the functions of LINE Official Account to companies through API, enabling each company to customize such functions. Using LINE Business Connect, companies are able to not only unilaterally send messages to LINE users, which is also possible with a traditional Corporate Official Account, but also direct optimal messages to designated users. In addition, with the consent of users, the service is not limited to functioning as a communication tool but can also be used as a CRM tool and operation solution tool by linking the LINE account to existing databases possessed by companies and a company’s own system.
* LINE never possesses each company’s customer data tied to the LINE account.
* For details, see http://lbc.line.me/.
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 375,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
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