CU Introduces Industry-First Real-Time Chat Consultation Service... "Customer Center in Your Hand"

CU is the first in the industry to implement KakaoTalk real-time consultation chat service.

[Asia Economy Reporter Lim Chunhan] CU announced on the 23rd that it will implement KakaoTalk real-time chat consultation service to strengthen interactive communication with customers based on mobile for the first time in the industry.

This service helps customers resolve inquiries more quickly and conveniently by providing customized answers through chat by professional consultants, not artificial intelligence that gives standardized answers to frequently asked questions. Frequently asked questions by customers are categorized into ▲CU Membership/Pocket CU ▲Events/Promotions ▲Stores/Products ▲Convenience Services ▲Franchise Inquiries, and real-time consultation services are provided. For more in-depth customer questions containing personal information, additional answers are provided via phone.

After CU piloted the service earlier this month and analyzed the operation status for about two weeks, the average daily number of customer inquiries was about 150, approximately 30% of the previous phone inquiries, and the processing speed improved by about 30 seconds from 2 minutes 20 seconds to 1 minute 50 seconds. The main consultation topics were inquiries related to CU Kkiritaekbae (parcel delivery) usage at 28%, followed by how to use Pocket CU (25%), this month’s event information (16%), and CU mobile gift card usage (12%).

A BGF Retail official said, “Consultations using messengers are convenient because previous consultation contents can be checked even after some time, and lively consultations are possible by using photos and videos,” adding, “We will continue to enhance customer convenience by expanding consultation channels to provide customer-centered consultation services.”

Meanwhile, to use the KakaoTalk real-time chat consultation service, search for CU Customer Center in the KakaoTalk friend search bar and add the channel as a friend, or tap the consultation tab in the membership app Pocket CU to be automatically connected to the consultation screen. The service is available on weekdays from 9 AM to 6 PM, and all consultations received are completed on the same day.