DoCoMo Putting Tablets In Shops To Speed Customer Service

TOKYO (Nikkei)--NTT DoCoMo Inc. (9437) has introduced tablet computers at the roughly 200 DoCoMo Shops it operates in the greater Tokyo area to reduce the time customers must wait for service.

Customer wait times at the shops have lengthened considerably since sales of smartphones took off in 2011. Because clerks now need to provide copious information on handset features, services and pricing plans, those seeking assistance in buying a new service or changing handsets have to wait more than one hour on average.

By offering the tablets, NTT DoCoMo seeks to reduce by more than 30% the number of shoppers who need to wait over 30 minutes for help.

Each DoCoMo Shop has been assigned a set of two to three tablets that customers can use to change their pricing plans, apply for optional services and perform at least some of the paperwork involved in purchasing a new handset. The tablets can also be used to see what handsets are stocked in the store.

If the tablets prove helpful in reducing wait times and easing congestion, the firm will introduce them at more of its stores.

KDDI Corp. (9433), which operates the au wireless service, began providing tablets for customers in February of last year and 90% of au Shops now have them.

Softbank Corp. (9984) uses tablets in place of product pamphlets in its stores.

(The Nikkei Business Daily, March 15 edition)

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