KakaoBank Expands KakaoTalk Consultation to 24 Hours, 365 Days a Year

by Sung Kiho

Published 02 Apr.2021 09:10(KST)

KakaoBank Expands KakaoTalk Consultation to 24 Hours, 365 Days a Year

[Asia Economy Reporter Kiho Sung] KakaoBank will operate its KakaoTalk customer consultation channel 24 hours a day.

KakaoBank announced on the 2nd that it will expand KakaoTalk consultations from the existing hours of 9 AM to 10 PM to 24 hours a day, 365 days a year.

KakaoBank's consultation channels include four types: ▲phone consultation ▲chatbot consultation ▲KakaoTalk consultation ▲one-on-one consultation (email). Among KakaoBank customer center users, 53% resolve their inquiries through KakaoTalk, chatbot, and email channels rather than by phone.

In addition, phone consultations have been efficiently reorganized through customer data analysis. The consultation hours, which were previously from 9 AM to 10 PM daily, have been changed to weekdays from 8 AM to 7 PM. This adjustment was made by focusing on the fact that phone consultations are heavily concentrated on weekdays.

A KakaoBank official stated, “Due to the impact of COVID-19, non-face-to-face consultation channels have become more important,” and added, “We focused phone consultations during the hours when customers use them the most, and expanded the rest to be available 24 hours, so that customers can use the bank more easily and conveniently.”