Our company's philosophy is to "change the world through the power of IT education.
We are developing an e-learning system, learningBOX.
With an eye on not only Japan but also the world, we aim to create a system that allows anyone to easily build a web-based learning environment.
We hope that we can play a part in creating more educational opportunities.
We mainly use learningBOX for training for new employees to simulate the practical application.
In this issue, we will introduce some examples of internal use of learningBOX.
What we will show you is how to use Tatsuno Information System's CS implementation support.
We are proud of our CS implementation support team, which is always praised by our clients in our case study interviews, and of course we use learning boxes for training.
CS implementation support is mainly after-sales support for customers who are using learningBOX nationwide from our head office in Tatsuno City, Hyogo Prefecture. There are many skills that are required in this process. You will need to have good communication skills including email and phone skills to ensure that customers can use learningBOX comfortably, be able to respond to problems quickly and understand the functions of learningBOX so that customers are not kept waiting.
Our members help each other to support our customers every day, and we use learningBOX to improve these skills.
The flow of training from entry to practical application is as shown in the reference chart below.
First of all, may I know the composition of your team?
Kinoshita: There are three of us on the CS team. Including the senior manager, Director and Product Owner Mori, we have four members.
In terms of customer support (CS), the main team consists of the three of us. For details, I, Kinoshita, am mainly in charge of customized plans, and Ueda, Sakamoto, and I handle new inquiries and explanations of usage.
Tell us about your experience with the learningBOX.
Kinoshita: When I first joined the company, there was no CS team, so Mori, the director, was the only one who dealt with customers. The number of customers was much smaller than it is today, so he was able to get by. (Laughs) Also, when I joined the company, CS training already existed, but until then, the company was so small that CS training was not necessary, so it did not function very well. At the timing of my joining the company, I used the learningBOX to create a simple report grading system (➡), in which I assigned report tasks based on inquiry e-mails received from each company's customers, and had them reply and submit them in e-mail format.Report function page ) was started as CS training. = It's an exercise in replying to emails.
This is a captive video on how to create report materials.
I was given the opportunity to understand the functions of learningBOX and practice replying to emails when I joined the company, and from there I started to use learningBOX for CS training in earnest. At the time, there was no practical training on e-mail, so I learned the basic functions of learningBOX and how to write e-mails while communicating with Mori through the system. About a month after I joined, Ueda, the second CS person, joined the company, and at that time, Mori threw me in charge of updating the CS training (laughs). (Laughs) I did the updating and grading...I was already grading them two months after he joined (laughs). (laughs) My previous job had nothing to do with IT, but learningBOX was so intuitive that I was able to use it easily within two months of joining the company. By that time, I was also replying to emails from customers, so I started adding more and more content to the system in response to frequent inquiries. Currently, Ueda and Sakamoto have taken over the management and updating of the site. This is how we are using the site, updating it daily.
Please tell us about the specific effects.
Kinoshita: To be honest, I'm not sure if I can reply to customer inquiry e-mails right away after the CS training... The examples of e-mail replies in the CS training are just a few. The first customer response starts with a request for information. (Workflow Diagram 4: The response to a request for information is a template and can be done easily. Although there are not many questions that are exactly the same as those in the CS training, the basic parts of the questions have been trained in the CS training report assignments. We are able to quickly respond to inquiries by asking what pages on the website we need to check in order to answer the question or make a suggestion, how we can make it easier for the customer to understand, or what points are difficult for the customer to understand. I feel that this is due to the fact that I have been able to acquire a way of thinking by handling many inquiry patterns through CS training using the learningBOX. Also, it is very difficult for trainers to explain all the contents of e-mails to each person, and it is also difficult to explain how to look up the contents, but I think it is a great advantage that we can post the contents that we want them to keep in mind as assignments and distribute them to new employees in the form of training assignments on the Web. By distributing the assignments on the web, new employees can review them anywhere, and they can also check them on their smartphones in their free time. I believe that this training focuses on teaching the method of thinking.
You can also check it easily in your free time.
Sakamoto: The good thing about the report function is that it allows for two-way communication. Each person has a different way of typing and answering e-mails, so I think it's great that the educators can make new discoveries during the exchange. In addition, we don't leave email responses to templates. Because we provide e-learning, an education system that can be realized without face-to-face contact, we try to provide customer service with a human touch.
"Training for Customer Success with Reporting Functions" contains specific instructions on how to create CS training.
What are the criteria for adding materials?
Ueda: For the basic version, please refer to the How to Use page on our website.How to use page is here ) and price plan page (➡)Click here for the price plan page For the advanced version, we try to choose inquiry mails that are difficult even for those of us who deal with customers every day as CS implementation support.
The lineup includes everything from basic email reply materials to writing course videos and inquiry email response report materials.
This is a very well-designed training content, but is it also used by other departments?
Kinoshita: Basically, CS training is the base training for understanding our products, and it is also used by members of other departments. In addition, the training is used to understand the number of functions of the company's product, learningBOX, and the page structure of the company's website. Of course, if the level of difficulty is exactly the same as CS, it would be too difficult, so we build CS training according to the level of difficulty. We use a quiz format to make it easier for development members of other departments to tackle the basic functions we want them to master, as content with a lighter level of difficulty. We have also created a quiz format to make it easier to learn basic functions.Click here for the quiz-style details page The learningBOX itself has been repeatedly upgraded and is growing, so the number of things it can do is increasing, as is the number of bases that need to be understood in CS training. I'm hoping to use the learningBOX features to make this happen more and more.
You will learn by actually experiencing the functions in a quiz format.
Can you tell us how you plan to use the system in the future?
Kinoshita: At present, CS training mainly consists of report training, but in the future we hope to expand the number of quiz-style assignments. In addition, when the CS training was first created, the number of learningBOX materials was limited, but now the number of materials has increased to more than ten. I would like to make it so that people can understand what kind of materials can be made by learningBOX naturally through the training experience.
Ueda: What we are currently considering is the use of insect-eating notebooks (➡).Click here for more information on Bug-Eating Notes. I've been using iSpring (➡) to input the basic content, and I've also been using the lecture videos from Director's Forest.Learn more about iSpring I'd like to experience a variety of materials and connect them to the CS training report by incorporating videos with materials in a presentation format using the CS training report.
Worm-eating notebooks make it easy to create memorization questions in sentence form.
You can also check the bug bites you've memorized, and the rate of attack will be displayed.
It is recommended for memorization materials before exams.
iSpring is available as an add-on feature for PowerPoint.
By using iSpring, it is possible to shoot lecture videos based on the PowerPoint materials already on hand for teaching purposes.
This authoring tool is recommended for those who are looking to make video presentations in-house.