Toss Bank said on Thursday it has fully introduced and internalised Helpdesk, an integrated customer support platform it developed in-house.
Helpdesk's core feature is a newly built environment that allows agents to handle all tasks on a single screen. It offers an optimised setup for fast and accurate responses within an integrated system, even for customers' diverse and complex inquiries and requests.
In the existing financial sector, customer support environments have mostly been split across different external solutions for general support, corporate support, delinquency management and phone response. Toss Bank said it focused on this and implemented a kind of super-app that enables agents to handle all tasks with Helpdesk alone.
A Toss Bank official said, "The full introduction and internalisation of Helpdesk goes beyond simply adopting a new support system and means actively protecting financial consumers." The official said it built an environment where agents and customers can communicate in real time through multiple channels by moving away from external solutions the financial sector had relied on, freeing it from such issues.
Ji-young Lee
ljy@d-today.co.kr