KARTE GATHER

On August 20, Plaid announced the launch of “KARTE GATHER,” a new product of the CX platform “KARTE” operated by the same company.

KARTE is a CX platform that is capable of the real-time analysis of the behavior of users who are using websites and apps to visualize the data associated with each individual and offer diverse communication possibilities tailored to each individual in a one-stop manner. This platform is highly customizable and can be utilized on-site as well as in various other settings to address marketing issues and needs.


KARTE GATHER is a product that facilitates online customer service offered by stores through the use of adorable character-based toy devices. This product will make the most of the customer service capabilities of store personnel and establish a “person-to-person” relationship between these personnel and their customers.

Users can connect to a store by simply tapping on the button that appears on its EC website, which allows the store to begin serving the customer online seamlessly. In addition to being able to communicate with the store personnel to clarify questions that cannot be answered with the information on the website, such as finding out about the texture of a particular product that he/she is interested in, the customer can also freely inquire about other aspects of the product including its compatibility with other products, use experience, and the culture surrounding it.

KARTE GATHER

These character-based toy devices can add a new dimension of attachment and enjoyment to communicating with customers, and create an extraordinary experience that cannot be replicated with PCs and smartphones. As the device does not move around autonomously, customers would need to request for the staff member to move it if there is a product the customer wishes to see. The ensuing gaps in the conversation as the staff member brings the device to the new location can serve as an opportunity for digressions in the conversation or for creative ways of utilizing the device to be discovered.

KARTE GATHER

KARTE GATHER offers the possibility of serving customers online in a manner that draws upon the customer’s behavior in the past. By accumulating relevant behavioral data of EC websites and online customers, a high level of communication similar to that with regular customers is possible even online. Store personnel can also make the most of their communication skills and customer service capabilities even when serving customers online from the store.

KARTE GATHER

As a result of these features, this product encourages non-hierarchical communication that does not stop at buying or selling an item, and the store is also expected to serve as a site of communication. If a staff member of a store draws on his/her individuality when serving customers online and wins over their support, the store can also be transformed into a site where customers visit to meet the staff member, resulting in a community that is mediated by the presence of the staff member.

By bringing together online and offline experiences seamlessly, KARTE GATHER will impart the novel value of a community hub that mediates non-hierarchical interactions to the existing function of stores as sites where products are showcased to customers.


Related article:
Launch of new service that allows for low-cost customer surveys to be conducted through the online customer analytics service “KARTE”
Simple CX survey for e-commerce businesses offered for free until the end of August