Difficult Communication Terms Made Easy for Customers to Change Themselves

[Asia Economy Reporter Lim Hye-seon] LG Uplus announced on the 25th that it will conduct a ‘Customer Language Suggestion Campaign’ where customers can directly propose simpler words for difficult terms.

Customers can participate in the campaign through the ‘Improvement Suggestions’ section on the LG Uplus website or the Uplus (U+) Customer Center mobile application (app). Among the participating customers, LG Uplus will directly contact those who wish to receive a response and provide feedback.

Earlier, after operating the campaign for three weeks starting from the 4th of this month, LG Uplus received dozens of customer opinions. Among them, the terms ‘mapping’ and ‘cable connection’ were selected to be replaced with ‘connection’ and ‘cable replacement,’ respectively. The revised terms will be used on the company’s website as well as in customer centers and stores during customer consultations.

Since 2017, LG Uplus has conducted customer language innovation activities involving employees for five years to simplify complex and difficult telecommunications terms, changing over 5,000 difficult terms into easier words. As a result of these efforts, in a satisfaction survey conducted last year with 1,500 mobile users, the category ‘easy and accurate expressions’ ranked first.

Starting this year, LG Uplus plans to broadly collect opinions not only from employees but also from customers, and to change word expressions that were previously proposed for revision but are still in use into more customer-friendly terms to improve product understanding and consultation satisfaction.

Going forward, LG Uplus will continue to expand language innovation activities by reflecting customer opinions in the ‘Self-Solution Guide,’ which customers can easily follow to resolve inconveniences. The company is also considering developing a search system that allows employees to easily find simplified customer language.

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