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LINE Fukuoka’s Customer Care Department is responsible for operating various LINE services, such as LINE, LINE CLOVA, LINE MUSIC, and LINE Official Account. Department Manager Toshiyuki Kato made an appearance in a session at JaSST’21 Tokyo, a symposium on software testing.
Session title: “How customer support engineers contribute to quality”
Moderator: Satoru Shirokaze (KIOXIA)
Panelists:
Toshiyuki Kato (LINE Fukuoka)
Yuka Saito (Autify)
Yusuke Tamukai (Velc)
Kyohei Yamada (Microsoft Japan)
What are “customer support engineers”?
In addition to offering technical support for users’ inquiries, these engineers feed the inquiries back to the development team to improve product quality. They need to be good at communication to understand user needs and have technical knowledge as engineers.
Customer support engineers from four companies discussed the content of their operations, how their work is related to service quality, and their missions.
“Customer support quality gives users a sense of trust in the service. Our goal is to offer support that makes loyal customers out of our users. Our goal is also to feed the inquiries to the development team so that ultimately, we attain a level of quality where users no longer need to send inquiries.”
Explaining the role of customer support engineers, Mr. Kato said, “Our job is to solve users’ problems and alleviate their concerns. From their inquiries, we need to be able to imagine what users truly want to achieve and respond to their needs.”
Other panelists also said that they place importance on:
・ Understanding the essence of a user’s issue in order to solve it; and
・Utilizing inquiries to improve product quality.
This demonstrates that customer support engineers play a significant role in improving software user satisfaction.
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