Why this matters
A slow or English-only reply reads as "we're not really here."
Japanese customers expect fast, precise, polite support in their own language. A ticket that sits overnight because your support desk is in a different timezone — or comes back in awkwardly translated English — reads as a sign the vendor isn't really committed to the market.
Our tier-1 team handles the common, well-documented cases directly in Japanese, during Japanese business hours, using your product knowledge base. Anything that needs your engineering or product team is escalated with full context — not just forwarded.
What's included
A real local support desk, without the local hire.
Japanese-language ticket & chat support
Native-level written and spoken Japanese, matched to your product's tone and terminology.
Local business-hours coverage
Tickets answered during Japan business hours, closing the overnight gap most overseas support desks leave open.
Escalation & handoff
Clear triage rules and a full-context handoff when an issue needs your own product or engineering team.
Knowledge base localization
Your help center and macros translated and kept current, so answers are consistent and self-serve where possible.
How it works
Up and running inside your existing help desk.
1
Onboard
We study your product, macros and existing knowledge base, and connect to your helpdesk tooling.
2
Triage
Incoming tickets are read, categorized and prioritized in Japanese, on your SLAs.
3
Resolve
Common issues are answered directly using your documentation and macros.
4
Escalate
Anything beyond tier-1 is handed to your team with a clear summary and reproduction steps.
Who it is for
Built for companies with Japanese customers and no local support desk yet.
✓ Companies with a growing base of Japanese customers but no local support headcount
✓ Teams whose support hours don't overlap with Japan's business day
✓ Companies that need to reduce churn risk caused by slow or mistranslated support
Related services
Ready to close the support gap for your Japanese customers?
Tell us about your current ticket volume. We'll tell you what coverage looks like.