SSG.com Executive Director Jang Yuseong Emphasizes E-commerce Technology Innovation for a Lively Online Experience

Jang Yuseong, Executive Director of SSG.com.

[Asia Economy Reporter Lim Chun-han] Jang Yoo-sung, Executive Director of SSG.com, emphasized e-commerce technological innovation on the 23rd regarding changes and future strategies in the distribution industry, stating, “When shopping offline, even if you buy just one tomato, you can smell it, touch it, and feel the mood. What we need to strive for online is how to help with that experience.”

At the ‘Digital Distribution Innovation Conference’ held in the afternoon at COEX, Gangnam-gu, Seoul, Executive Director Jang spoke about ▲vividly bringing reality online ▲data-driven customer understanding ▲logistics innovation ▲conscious shopping.

Referring to the personalized services introduced by SSG.com last year, Executive Director Jang said, “Currently, the personalization rate showing customers the products and categories they want is progressing at over 50%.” He also stated that the chatbot service can currently handle over 98% of customer complaints, and issues unresolved by the chatbot are collected and forwarded to call center staff the next day.

Regarding virtual makeup technology, Executive Director Jang said, “It has not been launched yet, but we will do it soon,” adding, “Nowadays, video technology is excellent, so you can take a photo of yourself and select color makeup to compare.”

On metaverse technology, Executive Director Jang said, “It is one of the areas we are very interested in,” and added, “In the case of Shinsegae, we are researching how to showcase luxury brands online through this technology.”

Executive Director Jang said, “Competition for technical personnel is fierce. Conversely, the working environment for store employees and delivery drivers is worsening, and excessive workloads are occurring due to surging online orders,” adding, “We are having many discussions to resolve this and are striving to pay fair compensation.”