Cantoche and Toshiba won the 6th edition of the Miss Client trophy, during the Client Strategy Conference in Paris, France. The award acknowledges both organizations for technical excellence and their distinctive approach to building customer relationships.
According to Thierry Spencer, founder of the prize, “Yoko was recognized for her efficiency, her aesthetics, and her relevancy.”
“Based on 31 criteria, she is distinguished by her rich interface and variety of options available to the customer. I would add that she is an example of remarkable site integration, and great consistency with the Toshiba brand.” Thierry Spencer concludes “Yoko offers an innovative self-care experience for the client that is rich and different.”
Yoko is the Toshiba France Virtual Assistant who holds conversations with more than 2000 users per day on its website since October 2013.
Available 24/7, Yoko welcomes users on the Support Web pages, speaking and acting as a real person. She understands clients’ needs and accelerates basic support processes by answering technical questions and orienting visitors to the correct Web pages.
Yoko offers a unique customer experience in that she is connected to the Toshiba Customer portal and able to personalize answers by accessing user device information for fast and efficient support. When needed, Yoko transfers conversation details to a real agent working at the contact center SITEL, saving precious time for both the user and the agent handling their case.
“Yoko allowed us to decrease the number of support emails by 50%”
Michel Collot,Director of Toshiba Client Service
Thanks to her performance in France, Yoko was deployed in England and Ireland last year, and recently in Germany.
About the prize: The Miss Client prize is a trophy for the best CRM Virtual Agent system and is organized by Sensduclient.com and the MOI Master of Paris 10 University. Winners are selected annually after committee evaluations, performance tests, and public voting.
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