Utilizing Subsidiary Individual Systems in One Place for Delivery, Service, and Care
Quick Resolution of Customer Inquiries and Requests...Expect Systematic Customer Response
Pilot Operation Last Year...Customer Waiting Time Reduced by About 50%, Over 10 Areas Handled by One Employee Increased
Koo Kwang-mo, Chairman of LG Group, is delivering a digital New Year's video message. [Photo by LG Group]
[Asia Economy Reporter Kim Heung-soon] "We apologize, customer, but please check with the relevant business department regarding this inquiry."
It is not uncommon to have to go through multiple steps to resolve issues that arise while using certain products or services. Consumers using LG Electronics products are expected to feel less of this inconvenience starting this year. This is because a system has been introduced that integrates services for consumers from product sales to delivery and after-sales management, improving work efficiency. This marks the launch of the "Customer Delight" management emphasized by LG Group Chairman Koo Kwang-mo, with the intention of carefully considering consumers so that there is no inconvenience in using LG products.
LG Electronics announced on the 10th that it will officially operate "One View," an integrated in-house customer system, starting this year. One View is a system that shows the history of consumers' experiences with LG Electronics products and services, including product purchase, delivery, membership, service, and care, all in one place.
Previously, when consumers asked the staff installing the product about care solution history or schedules, they could not immediately confirm because their tasks were different. Also, when customers requested the care solution manager visiting their home to register a service for product repair, they were told they had to apply directly through the person in charge of that field.
By using the One View system, installation technicians can book service engineers' visit schedules on-site, and service engineers can immediately check customer management history to provide accurate information such as the timing for parts replacement. Customers receiving on-site service can also have their membership points checked, enabling partial payment of repair costs. There is also a function that issues a receipt on-site for exchanges or refunds without having to keep the original purchase receipt.
An LG Electronics Best Shop employee is assisting a customer using the OneView system. [Photo by LG Electronics]
LG Electronics built the One View system based on the insight that consumers perceive all processes from product purchase to service as a single corporate image. This aligns with Chairman Koo’s emphasis on "customer value" management. In his New Year's address this year, Chairman Koo urged, "Let us complete customer delight with detailed understanding and empathy for customers and a persistent mindset, turning them into fans of LG." Last year, he delivered a message focusing on customers' "pain points" (areas where they feel inconvenience).
Accordingly, LG-affiliated companies such as "Hi Plaza," which operates Best Shops and sells products, "Hi Care Solution," which provides care solution services, "Hi Tele Service," which handles customer consultation, and "Pantos," responsible for delivery, joined forces to create the One View system. According to LG Electronics, after piloting the One View system in some organizations since mid-last year, customer waiting times for service were reduced by about 50% compared to before, and the scope that one employee could handle increased to more than 10 areas, improving work efficiency.
Yoo Kyu-moon, Executive Director of LG Electronics CS Management Center, said, "The One View system is an example of persistently analyzing the customer experience journey with a dedicated mindset to achieve customer delight," adding, "We will continue to create differentiated changes and practice customer delight."
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