Partner Support Center for Business Owners Launched in July
Next Year to Enhance Both Speed of Consultation and Self-Service Convenience
Baedal Minjok has announced plans to restructure its specialized customer support center for partnered business owners, the "Partner Support Center," to accelerate inquiry resolution times. The goal is to ensure that business owners receive the operational support they need as quickly as possible. To achieve this, the company is analyzing the inconveniences caused by the complex inquiry process and is also clarifying which issues partners can resolve independently.
On December 30, Woowa Brothers, the operator of Baedal Minjok, stated that the Partner Support Center will enhance its "self-service" features, allowing repetitive or instantly resolvable inquiries to be addressed without connecting to a support agent. Even for cases that require consultation, the company aims to implement a "one-stop consultation system" that resolves issues with a single inquiry.
Baemin launched the Partner Support Center in July, following agreements reached during a social dialogue mediated by the Democratic Party’s Committee for the Protection of Small Business Owners, which included representatives of partnered business owners. Previously, inquiry channels were divided by type-such as customer service for business owners and advertising subscription centers-making it difficult for partnered business owners to resolve all issues related to Baemin usage and store operations in one place.
The Partner Support Center focuses on resolving all inquiries and requests from partnered business owners at once. For inquiries related to orders, delivery, reviews, and settlements, support staff are available 24 hours a day. For advertising and other inquiries, support is available from 9 a.m. to 9 p.m.; however, if an inquiry is submitted outside of these hours, it is registered for a "callback," and consultations are conducted sequentially the following day.
The majority of inquiries received by the Partner Support Center are related to practical support that helps maintain the smooth operation of stores. Most inquiries concern areas that business owners need to check and manage daily, such as order intake, delivery status, store advertising management and operational settings, settlements, and review management. There are also many requests for documentation during the VAT filing period.
Baemin’s decision to enhance the structure of the Partner Support Center to enable partnered business owners to receive faster and more convenient responses is based on the data accumulated through its operations to date. The company aims to integrate and optimize the consultation process from a mid- to long-term perspective. For example, tasks such as dispatch or pickup confirmation and order cancellation can be handled via self-service or screen consultation without connecting to a support agent. Additionally, users can select the screen consultation option from the ARS menu, which sends a link via notification message, allowing them to access self-service and resolve their issues.
A Baemin representative stated, "The Partner Support Center serves as a communication channel designed to help Baemin business owners efficiently receive the support they need for store operations," adding, "We plan to enhance both the speed and accuracy of consultations and the convenience of self-service solutions to reduce inconvenience and accelerate issue resolution."
© The Asia Business Daily(www.asiae.co.kr). All rights reserved.
