Main screen of the visible ARS service. [Photo by Kyungdong Navien]
[Asia Economy Reporter Kim Jong-hwa] Kyungdong Navien announced that it has strengthened its service competitiveness by introducing the industry’s first "Visible ARS" system in the boiler sector. The "Visible ARS" is a system where, when customers connect to the call center, a page providing various services automatically pops up on the smartphone screen simultaneously with the ARS voice guidance.
Kyungdong Navien has been striving to provide customer service through various channels, including a 24-hour call center, KakaoTalk and chatbot consultations, and video support consultations, and the Visible ARS service is part of these efforts.
When calling the company’s AS call center via smartphone, a service guide screen automatically appears on the smartphone screen along with voice guidance. Unlike the existing voice ARS, which caused inconvenience such as having to repeatedly listen again if missed, the Visible ARS allows immediate confirmation of services, reducing the time required to resolve inquiries. It also alleviates the inconvenience faced by customers, such as the hearing impaired, who have been in blind spots when using voice ARS.
Kyungdong Navien’s "Visible ARS" can be used without installing any additional software and offers a total of six services: ▲Troubleshooting ▲Usage guidance ▲Product purchase ▲AS application ▲Service inquiry/cancellation ▲AI simple service. By clicking the desired menu on the screen, users are connected to Kyungdong Navien’s official website or the official online shopping mall "Navien House," where they can check various AS-related content. From the customer’s perspective, it has become much more convenient as they can check all services with just one call without having to search around for the services they need.
A Kyungdong Navien official said, "As we introduce various technologies and products with the desire to be a companion always alongside customers in their living environments, we will strive to become a company that thinks from the customer’s perspective and approaches them in terms of boiler services."
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