Toss Bank announced on January 15 that it has fully implemented its integrated customer support system, "Helpdesk," developed with its own technology.
Helpdesk is an "all-in-one" system that moves away from external solution-based support platforms. The core feature is a newly established environment where agents can handle all work on a single screen. This enables fast and accurate responses to customers' complex inquiries and requests within an integrated framework.
Previously, customer support environments in the financial sector were typically fragmented, with general inquiries, corporate support, delinquency management, and telephone response systems all separated into different external solutions. As a result, it was difficult to respond promptly to the diverse and complicated situations customers faced. Customers also often experienced inconvenience due to long wait times and inaccurate support.
To address this, Toss Bank has implemented a kind of "super app" that enables agents to handle all work through Helpdesk alone. Without the need to switch screens or log into separate programs, agents can quickly resolve customer inquiries through a unified interface. According to Toss Bank, after internalizing Helpdesk, the quality of customer support improved by 32% compared to before. Chat support and call support times decreased by 56% and 26%, respectively.
Additionally, the newly added "delinquency support feature" ensures full compliance with the strengthened Debtor Protection Act through technical implementation. It prevents collection contacts that exceed legal standards during debt collection. Follow-up actions, such as issuing virtual accounts or registering collection restrictions, are also carried out immediately after support. A Toss Bank representative explained, "With the full implementation of Helpdesk, we are now able to provide proactive protection for financial consumers."
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