This is the place to discuss Tokyowheel Customer service, and related topics.
Thanks to everyone for all the great engagement and posts on this forum, and also for the friendly emails we receive each day. When I first started Tokyowheel (2010), we only operated in Japanese, and only sold in Japan. That made it tough for me to respond to customer emails and phone calls. I am fluent in Japanese, so I could do it, but it wasn’t very easy. Almost immediately I brought on a team Japanese member to help with this, and things were good, for a while.
After a few years (2013) I made the big decision to stop doing business in Japanese and in Japan only, and to switch to English only, and focus on the worldwide market. One of the main reasons for this was that I wanted to communicate better with customers. That was a difficult transition, and at that time i committed to supporting the next 1,000 customers myself.
That was the moment that Tokyowheel gained market traction and became the successful company that it is today. I’ve personally supported much more than my originally intended 1,000 customers, and I’ve really enjoyed it. I think it has embedded a community driven DNA into the company that will be a core part of our identity forever.
At the beginning, personally supporting customers gave a much better experience for everyone. These days we get a huge volume of emails and phone calls, and i’ve become slow to respond in a lot of cases.
So, we’re taking things to the next level! Oscar (@oscareninob) , and Kane (@kane) are two new team members that are going to be focusing on communicating with customers and the community. I think that expanding the team in this way will provide even better support than I was personally able to. Don’t worry, I will still be involved with every customer. Shifting some of the workload to the team, will allow me to engage with the community even better, and in new ways, so look forward to that.
So, welcome our new team members, and let me know your ideas how we can provide better customer service and community engagement.