"Elders Do Not Need to Wait" LG HelloVision's 'Silver Care Service'

Specialized Consultation for Senior Customers 'Silver Care Service'
Providing Customized Solutions for Elderly Customers
"Changing Senior Customer Experience, Improving Performance and Satisfaction"

An elderly person in their 70s called the customer center to inquire about a broadcasting product. Unable to find the menu to speak with a consultant through the voice ARS, they failed to connect four times and finally received consultation on the fifth call. Such inconveniences experienced by seniors during phone consultations are expected to gradually decrease at LG HelloVision.

On the 7th, LG HelloVision announced that it will target the ‘Power Senior’ demographic through a senior customer-specialized consultation service called ‘Silver Care Service.’ Among LG HelloVision subscribers, those aged 75 and older account for one in every five subscribers, representing a high proportion. To address issues arising during consultations with elderly customers, LG HelloVision gathered their feedback. As a result, it was found that seniors often find it difficult to navigate multiple steps when using the Automated Response Service (ARS), sometimes leading them to visit local offices in person for consultations.

The expanded ‘Silver Care’ consultation service features ▲direct connection to a consultant ▲remote control and video consultation system ▲one-stop responsible consultation. The ‘direct connection to a consultant’ service allows customers aged 75 and older to connect directly to a consultant by pressing ‘1’ when calling the customer center. Following the introduction of this service, the time senior customers spend in the automated response system has decreased to 40% of the pre-implementation level.

The ‘remote control and video consultation system’ is a service where the customer and consultant view the broadcasting set-top box screen together to resolve the customer’s issues. Additionally, the ‘one-stop responsible consultation’ service ensures that the initial consultant takes full responsibility for the customer’s issue until it is resolved, improving situations where seniors had to repeat explanations or experienced delays due to consultant changes during the consultation process.

Choi Jae-wook, Head of the Consumer Group at LG HelloVision, said, “Focusing on the inconveniences and difficulties seniors face during phone consultations, we have developed a senior customer-tailored consultation service from the customer’s perspective. We will continue to strive to promptly resolve customer inconveniences and innovate the cable TV user experience.”

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