NTT Docomo's Innovative Video Customer Support

NTT Docomo, one of Japan's largest mobile phone operators, has launched an advanced video customer support solution known as d Service Online Counter. This cutting-edge service uses Amazon Web Services (AWS) in collaboration with Peers Co., Ltd. to enable real-time video communication between customers and sales representatives.

Key Features of the Video Support System

• Deployment Across 2,160 Shops: This system is implemented in approximately 2,160 Docomo Shops nationwide, allowing the company to manage over 60,000 video calls monthly.
• Enhanced Customer Satisfaction: The video support initiative has significantly boosted customer satisfaction and improved operational efficiency.

Addressing Customer Inquiries Effectively

The introduction of this video solution allows Docomo to tackle customer inquiries more effectively, especially during periods of global instability when in-store visits were restricted. By providing a digital platform for video meetings, Docomo ensures that specialized sales representatives can assist customers with complex inquiries and offer new services in a single session.

This initiative is part of Docomo's broader digital transformation strategy aimed at enhancing customer experience and driving sales growth.