"LGU+ Self Guide Provided with Difficult-to-Understand Usage Videos"

[Asia Economy Reporter Koo Chae-eun] LG Uplus is providing a ‘Self-Action Guide Video’ that allows customers to easily follow service usage instructions, which are difficult to understand verbally, by watching them visually.

According to LG Uplus on the 8th, the newly produced videos consist of a total of 63 episodes, addressing the most frequent customer inquiries received through LG Uplus customer centers, stores, and online channels. To create the videos, LG Uplus analyzed customer inquiries and patterns over several months and conducted in-depth interviews with counselors and service development/operation departments.

As a result, they confirmed that there are cases where inquiries are repeated or explanations are difficult to convey verbally, leading to longer consultation times, such as “how to send requested documents to the customer center via mobile phone,” “how to hide rarely watched TV channels,” “how to resolve issues when the TV remote control does not work,” and “how to operate smart home devices.”

Accordingly, LG Uplus decided to provide explanatory videos so that customers can directly watch and follow the difficult-to-explain procedures to resolve issues. LG Uplus expects that through the Self-Action Guide Videos, customers will be able to solve their service-related questions on their own, thereby reducing the hassle and inconvenience experienced during consultations.

To increase the utilization of the Self-Action Video Guide, LG Uplus plans to develop an internal IT system within the year that can automatically send customized video access links via mobile text messages to customers according to the type of inquiry. Park Soo, Head of Customer Value Innovation at LG Uplus, stated, “We expect this to practically help reduce the burden on customer consultation tasks and resolve customer pain points,” adding, “The necessity of Self-Action Guide Videos, which serve as non-face-to-face customer consultation tools in the untact era, will further increase.”

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