LG Uplus overhauls roaming services based on customer feedback

LG Uplus is enhancing its international roaming services, particularly its 'Roaming Pass' product, by directly incorporating customer feedback collected via its 'Simple Lab' platform. This initiative aims to address common inconveniences faced by travelers, such as complex application processes and difficulties in managing data usage abroad.

Customers reported issues like the need to manually set roaming start times based on arrival, the hassle of setting up data sharing for family members, and the repetitive task of re-applying for roaming services when visiting multiple countries. These concerns, gathered from over 12,000 customer submissions to Simple Lab since its launch last November, have led to significant product improvements.

The revamped Roaming Pass now features 'Automatic Roaming Start,' which activates the service the moment a phone connects to a local network upon arrival, eliminating the need to calculate time differences. 'Family Data Sharing Simplification' integrates the process for family members, removing the need for separate enrollments and cumbersome verification steps. Frequent travelers benefit from 'Automatic Roaming Application,' where initial settings are automatically applied for subsequent trips abroad.

Additionally, LG Uplus has introduced 'ixi-O,' an AI-powered voice call application. Customers using LG Uplus roaming plans or connected to Wi-Fi can make international calls without incurring extra charges. This service is initially available in Japan, with plans to expand to more countries.

Kim Min-young, a five-year customer who proposed the automatic start feature, shared her experience of rushing to set up roaming at the airport for her mother during a Singapore trip. She emphasized the desire for a seamless experience where the phone simply works upon arrival. Another customer highlighted the complexity of data sharing, especially for older family members less familiar with smartphone procedures, advocating for a more integrated system for LG Uplus subscribers.