LG Uplus Surpasses 10,000 Lines in SME Cloud Customer Center Subscriptions

An LG Uplus employee introducing the customer center status monitoring screen of the 'U+ Cloud Customer Center'. Photo by LG Uplus

[Asia Economy Reporter Oh Su-yeon] LG Uplus announced on the 31st that the number of subscribing companies to its cloud-based customer center solution, ‘U+ Cloud Customer Center,’ has surpassed 900 companies and 10,000 lines.

U+ Cloud Customer Center is a cloud-based customer center service provided to small and medium-sized enterprises (SMEs), which can be operated simply by installing dedicated phones without separate equipment setup. Since there are no initial setup costs and no need to form a separate IT team, it significantly reduces costs compared to operating an in-house customer center, receiving positive responses from SMEs.

As of this date, the number of subscribed lines to U+ Cloud Customer Center has increased by 122% compared to the end of October last year. Compared to the end of January 2020, before the outbreak of COVID-19, it has increased by 177%. The company explained that this is because, as the economic downturn caused by COVID-19 prolonged, SMEs adopted economical cloud-based solutions instead of operating their own customer centers.

With the increase in users, LG Uplus will add a ‘chatbot’ feature in November to further enhance customer convenience. This method automatically responds to customer inquiries by pre-setting frequently asked questions and answers in a scenario format.

Previously, customers and agents had to chat directly without scenarios, but now the chatbot will first respond to customers according to the scenario before connecting to an agent, and only connect directly when necessary. This is expected to improve the working environment for agents and reduce operating costs.

LG Uplus expects U+ Cloud Customer Center to establish itself as an optimal service for various industries such as distribution, shopping malls, manufacturing, medical, and public institutions that want to operate small-scale customer centers by selecting only the necessary functions among various roles of a customer center or manage phone and chat consultations integrally.

To this end, LG Uplus plans to continuously advance the service by applying industry-specific customized callbots as part of the AI Contact Center (AICC) solution to U+ Cloud Customer Center.

Goo Sung-cheol, Head of LG Uplus Wired Business Division, said, “We added the chatbot feature so that customers can set scenarios themselves according to their business characteristics and use customized services while reducing the cost burden of operating agents,” and added, “We will continuously analyze the business environment and needs of corporate customers to improve the service and create a business model that can coexist with customers.”

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