As competition intensifies in cross-border e-commerce, improving user experience and operational efficiency has become a critical challenge for brands. CAGUUU, a direct-to-consumer (D2C) home goods platform specializing in the Japanese market, is pioneering an innovative approach through AI-powered customer service.
CAGUUU: A Rising Star in Japan's Home Furnishings Market
Founded by a former SHEIN Japan executive, CAGUUU combines Chinese manufacturing expertise with Japanese branding. The company has rapidly expanded its product assortment, now offering more large furniture items than IKEA's Japanese website. Within its first year, CAGUUU secured ¥950 million in funding from prominent investors including JAFCO Group and the venture fund established by soccer star Keisuke Honda.
Prioritizing User Experience Through Technology
CAGUUU has partnered with Shulex, an AI customer service provider, to overhaul its support systems. The integration creates a unified service experience across all digital touchpoints, including the company's website and mobile app.
Operational Breakthroughs
The AI implementation delivers 24/7 instant responses, handling 41% of inquiries with 90% accuracy. This automation allows human agents to focus on complex cases while maintaining service quality. The system integrates with multiple business platforms:
• Order Management: Processes order inquiries and modifications
• Logistics: Provides real-time shipping updates
• CRM: Enables personalized customer interactions
• Payments: Facilitates refunds and transaction issues
Cultural Adaptation for the Japanese Market
Shulex's solution includes Japanese-language support with culturally appropriate interfaces and communication styles. For furniture-specific queries, customized AI agents address common concerns about product specifications, delivery, and after-sales service.
Industry-Wide Impact
Shulex serves over 100 cross-border e-commerce brands, demonstrating how AI can simultaneously reduce costs and improve satisfaction. The technology helps businesses transition customer support teams from routine tasks to value-added services.
The Road Ahead
CAGUUU and Shulex plan to expand their collaboration, developing more scenario-specific applications. This partnership exemplifies how strategic technology adoption can create competitive advantages in international e-commerce.