LINE WORKS Corporation, a provider of the business communication tool “LINE WORKS” and various AI products, is pleased to announce that it has launched “CX Talk,” a new option that allows users to consolidate inquiries on “LINE WORKS,” starting today.
The number of “LINE WORKS” users has exceeded 5.2 million (as of January 2025), with 2 million users among LINE WORKS users and 36 million users through external chat integration with LINE (both as of March 2025).
As of today, active communication both within the company and with external parties is conducted on LINE WORKS on a daily basis. Among these, the most common form of communication is answering inquiries.
Also Read: Eleven Labs With Spark+ Launches Japanese Voice AI
When handling inquiries on “LINE WORKS,” many internal inquiries were handled through individual chats, which led to a concentration of inquiries on one person, increasing the workload, and resulting in issues such as missed responses and lack of information sharing. In addition, when communicating with external parties, there were cases where different tools had to be used depending on the recipient, such as “LINE WORKS” chats, LINE (external chat integration), and email.
By utilizing “CX Talk,” a new option for “LINE WORKS,” these issues can be resolved, reducing the complexity of responses and the hassle of sharing, contributing to faster responses and improved customer experience (CX).
Characteristics of CX Talk
The new option “CX Talk” allows you to receive inquiries from various channels on “LINE WORKS.”
Currently, it supports four channels: “Inquiries from within LINE WORKS,” “Email,” “LINE Official Account,” and “External LINE WORKS,” and plans to expand the scope of support in the future.
A team responds to one inquiry
· Inquiries can be handled by multiple people, not individually
・Eliminates the concentration of response load, information fragmentation, and missed responses that occur when dealing with one-on-one issues
・Share with your team to efficiently respond to inquiries
Consolidate all inquiries on LINE WORKS
・Manage employee questions and customer inquiries in a single place with CX Talk
・Resolves scattered management as inquiries can be handled with one tool
Support for various channels
・Supports various inquiry channels including LINE WORKS, email, LINE, etc.
– Response history can be centrally managed regardless of the channel through which inquiries are received.
SOURCE: PRTimes
