2018年07月10日

「1:1トーク


アンケートに答えたLINEユーザーの4人のうち3人は、「LINE」で問い合わせができない店舗に比べ、できる店舗の方をよく利用すると回答
 LINEは6月22日、店舗・企業向けアカウント「LINE@(ラインアット)」で実施した、ユーザーと店舗・企業が1:1でやり取りできるチャット機能「1:1トーク」の利用に関するユーザーアンケートの結果を発表した。
 今回のアンケートは、5月1日~7日の期間に、直近3か月以内に店舗/会社にLINEで問い合わせを行った経験のある「LINE」ユーザーを対象に実施し、1667名から回答を得た。
 店舗/会社への問い合わせ手段として、もっとも便利なものをたずねると、「LINE」と「電話」が38%で同率1位だった。「問い合わせフォーム」は15%で、「Eメール」は6%とさらに低い結果となっている。
 「LINE」による問い合わせのメリットは、「自分のタイミング・ペースでできる」「気軽に問い合わせができる」といった、場所や時間を気にしない手軽さ。また、「電話と違って緊張しなくて済む」といった、電話での問い合わせに苦手意識を持つ人がLINEを評価している。
 新たに「LINE」でできると便利な問い合わせ内容としては、「来店予約」(40%)、「空き状況の確認」(33%)といった、電話や予約サイト経由で行うアクションを「LINE」で気軽に行いたいといった意見が多く挙がった。
 「LINE」で問い合わせができると便利だと思う店舗/会社のジャンルは、男性では「飲食店/レストラン」(35%)、女性では「美容室/理髪店/ネイル/サロン」(34%)がトップ。全体では「飲食店/レストラン」、「美容室/理髪店/ネイル/サロン」、「病院/医療機関/診療所」の順だった。
 また、「LINE」での問い合わせができない店舗/会社に比べ、「LINE」で問い合わせができる店舗/会社を「よく利用する/よく買い物をする」と回答した割合は74%にのぼり、「LINE」による問い合わせ受付の有無が店舗選びの基準の1つになっている傾向が見られた。
 このほか、「1:1トーク」の便利なところを自由回答できくと、「いつでも連絡できて、声も出さなくてよくて恥ずかしくない」「細かい情報ややり取りを残せるし伝えられる。普段の予約やサプライズのお願いもしやすく、リピートしやすい」「会員登録なしで気軽に予約ができるから。電話する必要がないから」といった意見が挙がった。LINEでは、さまざまなメニューを通じて、企業・事業者とユーザーの双方にとって価値のある情報接点を提供し、コミュニケーションインフラとして多様な活用の可能性を広げていく。
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