Consumers are charged of call fees incurred from contacting customer service centers

- Businesses should inform consumers that call fees may be charged -

Many companies run customer service centers to resolve consumer complaints that may arise during purchase. These services were mostly provided through phone calls in the past. Recently, they have shifted to various digital channels like online bulletin board, email and chatbot.* However, consumer complaint is on the increase for a reason that it is still difficult to reach the companies when the consumers need.

* Chatbot: a compound word of ‘chatter’ and ‘robot’that refers to an automatic communication program, which conducts conversation with customers based on a predetermined responses

** the number of consumer complaint cases connected to customer service centers: 319(’18) → 343(’19) → 457(’20)