LG Electronics "Now in the Contactless Era, Expanding Home Appliance Video Content"

LG Electronics Service official YouTube channel capture image

[Asia Economy Reporter Changhwan Lee] LG Electronics announced on the 26th that it is strengthening online content related to home appliance services in line with the untact era.

Since the beginning of this year, LG Electronics has uploaded about 380 videos to the official LG Electronics Service YouTube channel. The number of product-related videos uploaded on this channel reaches approximately 2,400.

Customers can check how to use home appliances, maintenance, and troubleshooting tips through the videos. The videos use actual products, animations, and subtitles to make it easier for customers to understand.

Due to the heatwave, the usage of home appliances including air conditioners has increased, causing delays in call center connections or on-site services. In such cases, these videos can be used more effectively.

LG Electronics operates YouTube channels providing content for home appliance services in 30 countries overseas, including the United States, France, and the United Arab Emirates, in addition to Korea. Among these, 19 countries started providing service-related content this year. This is because the demand for customers to obtain product information untact and solve simple problems by themselves has increased due to COVID-19.

This year, due to COVID-19, cases where customers directly inspect products and find or solve problems have increased. In particular, in Korea, the number of video views during the two months from June, the start of the service peak season, to last month increased by about 24% compared to the same period last year.

LG Electronics plans to additionally produce and upload videos in which master service technicians or service training instructors directly share their know-how to continuously provide useful content to customers online.

Previously, LG Electronics introduced a chatbot on its customer service homepage in 2018 to help customers solve problems faster through ontact services. Last year, chatbot services also started on the LG Electronics homepage.

The number of service cases handled by the chatbot last month increased by more than 20% compared to the beginning of the year. When customers use the chatbot, the waiting time for consultation is reduced, resulting in higher customer satisfaction.

Additionally, as a measure to improve customer service satisfaction, LG Electronics has recently established 13 specialized service training centers for air conditioners, refrigerators, built-in appliances, healthcare, and other fields at the LG Electronics Learning Center located in Pyeongtaek, Gyeonggi Province, to strengthen the capabilities of service engineers.

This content was produced with the assistance of AI translation services.