Beam Mobility, a personal mobility (PM) sharing service corporation, announced on the 28th that it has significantly improved the speed and quality of customer responses and has begun establishing a real-time response system.
In January, Beam Mobility enhanced its existing chat-based consulting system into an artificial intelligence (AI)-based business consulting solution to improve customer response quality and processing efficiency. This structure allows for faster and more precise responses to various inquiries, and real-time communication with customers has also been strengthened. The company explained that customers can now make inquiries instantly through the chat window in the mobile app without needing to wait on the phone, enabling quick responses when issues arise.
For example, as part of improving the system for maintaining parking order, customers can easily request kickboards that need to be moved through the app's chat, greatly shortening the time from reporting inconveniences to on-site actions.
Since the introduction of the new system, the average response time at the customer center has been reduced from 297 seconds to 29 seconds, about one-tenth of the original time, and the holding time during consultations has also decreased by more than 98%, from 1 hour 28 minutes to 1 minute 19 seconds. The average elapsed time from inquiry reception to final resolution has dramatically shortened from the previous 7 hours 42 minutes to 14 minutes 48 seconds, establishing a real-time response system.
These structural improvements have led to enhanced customer satisfaction. The response rate of the Beam Mobility customer center rose from 88.8% to 90.5%, and satisfaction among customers who experienced consultations increased from 3.97 to 4.41 on a 5-point scale in 2025. The overall service satisfaction average, including general users who did not directly use the customer center, was recorded at 4.72.
To check the consistency of response quality, Beam Mobility has been monitoring response speed on a weekly basis since the system transition. Starting from approximately the fourth week of implementation, the weekly average response time has stabilized at under 30 seconds.
A Beam Mobility official noted, "The recent enhancement of the customer response system is not merely a functional improvement but a measure aimed at realizing a response that allows customers to feel that 'the problem has been resolved accurately.' The real-time response system exemplifies Beam Mobility's continuous efforts to improve services by responding to customer inquiries more quickly and precisely."