Samsung Securities Strengthens Non-Face-to-Face Customer Support... Operates Dedicated Consultation Team

Operating 3 Dedicated Consultation Teams to Improve Increased Untact Customer Satisfaction
Providing Customized Information for Self-Directed Investors as Well as Consultation Response

[Asia Economy Reporter Song Hwajeong] Samsung Securities' dedicated untact consultation team, operated to enhance the satisfaction of the increasing number of untact (non-face-to-face) customers, is receiving positive evaluations from customers.

According to Samsung Securities on the 19th, among customers managed by this year's FM (Financial Manager) sales team, those using customized digital content at least once a month increased significantly from about 16% last year to 93% this year. The number of customers who had phone calls at least once per quarter also increased more than threefold to 10,067 compared to last year.

In a survey conducted in April targeting about 8,000 customers managed by the FM team, two out of three respondents expressed satisfaction with the currently provided services. The satisfaction response rate expanded from 27% in January to 67% by the end of March.

Samsung Securities has established a dedicated team composed of veteran PBs (Private Bankers) with over 10 years of experience to provide intensive consultation for untact customers. The untact customer dedicated consultation team consists of a digital consultation team that responds when untact customers want investment consultation with PBs, and FM Financial Manager teams 1 and 2 that provide customized investment information for self-directed customers who make their own investment decisions.

The 52 PBs belonging to these teams provide various human-touch services such as phone and text consultations and seminar hosting for so-called hybrid customers who use untact channels for transactions but want to receive customized investment information and one-point consultation through PBs when necessary, as well as responding to untact customers who call the customer center to inquire about stock investments.

In particular, the FM team dedicated to self-directed customers is expected to be an important attempt to eliminate blind spots in asset management and pioneer new markets. Generally, asset management in the securities industry is commonly conducted through face-to-face consultation with PBs, and services for online investors have mainly been provided in standardized ways such as chatbots, limiting professional investment consultation.

Established at the end of last year to exclusively serve self-directed customers, the FM team meets their needs by providing personalized customized information and investment performance reports, including market conditions, interest stock reports, and rights schedules such as paid-in capital increases via email and text messages, and conducting phone consultations when necessary.

Additionally, for customers who want investment information beyond existing research materials, untact services have been diversified to allow participation in online seminars held via platforms such as YouTube.

Kwon Yongsoo, Head of the Digital Channel Headquarters at Samsung Securities, said, “Although it has not been long since the FM team was established, the response has been good, with an increasing number of customers expanding their investment funds,” and added, “We will continue to develop and provide necessary services from the customer’s perspective in line with the rapidly progressing untact trend.”

For more detailed information about Samsung Securities’ untact consultation services, visit the company website or mobile app (mpop), or contact Samsung Securities directly.

This content was produced with the assistance of AI translation services.