At LG, your satisfaction is always a guarantee
A
customer service reformation is taking place. It is no longer just a post-sales
process nor an afterthought in the consumer experience journey. It doesn’t just
involve scheduling an installation or having a technician come to take a look
at a problematic product. This procedure requires a lot of time and even money
(some service engineers take a long time to visit the customer’s premises and
sometimes even charge for the visit). Given the rapid pace of modern life,
consumers would rather not spend effort to search for product documentation,
make multiple calls to support helplines or wait a few days to get help with
their appliances. Today’s consumers now demand quick service 24 hours a day,
seven days a week—and expect an integrated, seamless, and stress-free
experience the whole way.
Digitalization
has been an accelerator in creating a new customer service experience. The rise
of new digital technologies has opened up fresh opportunities for retailers to
build an ongoing dialogue with their customers. Online channels are now a
critical aspect of customer service, with customers lodging complaints and
queries via social media channels. And in this age of smart gadgets and mobile
technology, retailers have invested in mobile applications that can help and
engage their consumers in a more efficient manner.
For
LG Electronics, consumer service is an urgent imperative—it does not stop
safeguarding its products once they are in the consumer’s home. In order to
better service its customers, LG has come up with a solution that leverages
mobile technology to take the post-sales journey one step further. The
electronics manufacturer now offers Smart Diagnosis System on its appliances,
an intuitive technology that enhances consumer satisfaction by bringing speed
and accuracy to troubleshooting.
Consumers
who have recently bought LG smart appliances can download the app on their
mobile gadgets and use it to diagnose problems with their LG washing machine,
refrigerator or TV. Once the issue has been recognized, customers can call the
LG helpline if they need more help to resolve the issue. But even this next
step is a stress-free process. Smart Diagnosis includes downloadable diagnostic
information that will allow LG technicians to troubleshoot problems when the
customer presses a sequence of buttons on their appliance. This triggers a
series of diagnostic tones that correspond to a specific maintenance need that
can be identified and corrected by a service technician over the phone. Through
the Smart Diagnosis System, LG won’t have to send a service technician to visit
the customer’s home for diagnosis, eliminating one step in the repair process,
thus saving time and effort.
If
the problem can’t be resolved over the phone, Smart Diagnosis can identify the
problem and enable the LG technician to come prepared with the correct parts so
that repair can be swiftly carried out in a single visit.
Smart
Diagnosis, combined with LG's long-term product warranties, illustrates how
LG’s customer service is as reliable and adaptable as it home appliances. The
system enhances the efficient post-sales service the brand already has in
place, which includes traditional channels such as a support helpline (local
and domestic toll-free numbers available) and dedicated service centers across
the Philippines. LG has an active online presence as well—customers can direct
queries on the LG Philippines Facebook page or schedule a call appointment from
a support representative on the brand’s website. The website also allows
customers to register a product, download manuals and software updates, watch
video tutorials, and learn tips regarding a certain product.
For
support and schedule of appointment, log on to https://www.lg.com/ph/support to schedule
an call appointment with an LG support representative, to find out the location
an LG dealer nearest you or to download a product manual or to watch video
tutorials on how to use an LG product or to find out the number to call to
speak to an LG support representative.
0 comments