日本語 
United Arrows Co., Ltd. has introduced Mail Dealer, an email sharing and management system provided by Rakus Co., Ltd., and began operating it in May 2025.
By utilizing “Email Dealer,” we aim to streamline inquiry response operations and provide quick and accurate customer service.
The limitations of telephone support and the challenge of information sharing: Reviewing the issue to maintain the quality of customer support
At United Arrows, inquiries such as product reservation requests and stock availability were mainly handled over the phone. Some stores received many inquiries, and there were many cases where customers were kept waiting when staff were busy with other customers and could not respond.
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Furthermore, the staff who handled the inquiries often changed from day to day, and communication between staff members was also an issue. This situation led to a decline in customer satisfaction and an increased burden on staff, so it was urgent to create a system that would allow for smoother responses.
Switching to email as a channel and visualizing response status and history – preventing missed responses and achieving stable customer response
We have switched from the conventional telephone operation to email at some stores, and have changed the operation to utilize email dealers for email response and management. This has resolved the issue of “not being able to get through on the phone” and created a system that ensures contact with stores.
In addition, by visualizing response status and history using Mail Dealer, information sharing and handover between staff members will become smoother, which is expected to eliminate missed responses and dependency on individuals.
Going forward, we will strive to further improve operational efficiency and response quality, thereby contributing to the realization of more stable customer service.
SOURCE: PRTimes
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