April 27, 2024

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[THE INVESTOR] E-commerce firm Coupang said on Dec. 22 that it held a three-day Customer Service Hackathon to come up with ways to improve its customer experience.

Now in its fourth year, the Customer Service Hackathon brings together Coupang’s customer service representatives with system developers to realize front-line representatives’ ideas for improving the Coupang experience.

 

Participants of the fourth Coupang CS Hackathon. Coupang.

This year’s contest drew some 100 ideas, with 23 of them developed into usable programs. Top honors went to a team that developed a schedule management system helping customer service representatives track their upcoming customer service calls.

According to Coupang, this type of cooperation between developers and employees at various points in the customer experience chain, including with deliverymen and fulfillment center employees, happens every day. 

By strengthening cooperation between its employees and encouraging the development of new ideas through events like the Hackathon, Coupang has been able to use its own technology to develop systems including Rocket Delivery and RocketPay. 

By Won Ho-jung/The Korea Herald (hjwon@heraldcorp.com)