– Average response time reduced from 297 seconds to 29 seconds, hold time reduced by 98%… Establishment of real-time response system
– Counseling satisfaction increased from 3.97 points to 4.41 points… Response shifted to focus on ‘problem-solving experience’
– Stabilized within 4 weeks of introduction… Maintained weekly response speed of 30 seconds or less, improved operational efficiency
Beam Mobility, a personal mobility (PM) sharing service company, has completely improved the speed and quality of customer response and has established a real-time response system. In order to improve customer experience (CX), the existing consultation system has been upgraded and the internal operating structure has been reorganized to enable faster and more precise responses.
In January 2025, Beam Mobility upgraded its existing chat-based consulting system to an AI-based business consulting solution to improve customer response quality and processing efficiency. This upgrade has enabled a structure that can respond to various inquiries more quickly and precisely, and real-time communication with customers has also been greatly enhanced. In particular, compared to general telephone consulting methods, the response waiting time is significantly shorter, and customers can make inquiries directly through the chat window in the mobile app without having to wait for a call, enabling immediate response in case of a problem.
For example, as part of the system improvement for maintaining parking order, the time from reporting inconveniences to on-site actions has been greatly shortened by allowing customers to easily request a kickboard that needs to be moved through in-app chat. In this way, the real-time structure that connects user inquiries and on-site operations is contributing to solving parking problems.
Since the introduction of the new system, the average response time of the customer center has been shortened by about 1/10 from 297 seconds to 29 seconds, and the holding time during consultation has also been reduced by more than 98% from 1 hour 28 minutes to 1 minute 19 seconds. The average time from receiving an inquiry to final resolution has also been significantly shortened from 7 hours 42 minutes to 14 minutes 48 seconds, establishing a system close to real-time response.
These structural improvements have also led to increased customer satisfaction. The response rate (FIR) of Beam Mobility’s customer center has increased from 88.8% to 90.5%, and the customer satisfaction (CSAT) for those who have experienced consultation has increased from 3.97 points in 2024 to 4.41 points in 2025 on a 5-point scale. The average overall service satisfaction, including general users who have not directly used the customer center, is 4.72 points, showing that positive evaluations of actual problem-solving experiences are spreading across the board.
To check the consistency of response quality, Beam Mobility has been monitoring the response speed on a weekly basis since the system transition. From about the fourth week of introduction, the weekly average response time stabilized to less than 30 seconds, and has been consistently maintained at this level to this day. This shows that the real-time response system is quickly settling into field operations and operating stably.
A Beam Mobility official said, “This advancement of our customer response system is not a simple functional improvement, but a measure to realize a response that allows customers to feel that ‘the problem has been accurately resolved. ’” He added, “The real-time response system is a representative example of Beam Mobility’s continuous service improvement efforts to respond to customer inquiries more quickly and precisely.”
Meanwhile, Beam Mobility has expanded its customer center operating hours to accommodate the pattern of concentrated customer inquiries during rush hour, and has also improved customer accessibility by supporting weekend consultations. It has also improved its AI-based chatbot to provide guidance on various topics such as fares, payments, driving issues, accident reporting, and insurance processing 24 hours a day.
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