LG Electronics is improving the quality of customer service by introducing a cloud call centre.
LG Electronics recently introduced a cloud call centre to its US subsidiary. By the end of this year, it plans to further expand to 10 countries including Italy, Vietnam, Brazil, Canada, France and Australia.
Call centre agents can work using a cloud call centre regardless of location, such as home or office, as long as PC and Internet are available. In a pandemic situation such as COVID-19, agents do not have to work in crowded spaces, reducing concerns about group infection. Customers can also receive assistance smoothly, which increases service satisfaction.
The cloud call centre can take care of customers by quickly identifying issues that frequently appear in consultations or that require preferential treatment by using the STT (Speech to Text) function, which converts the contents of customer conversation into text messages.
The cloud call centre informs customers that when it is difficult for customers to directly connect with an agent due to a large number of calls, they can use their preferred messenger or chatbot on the LG Electronics customer service website to receive help. In the future, we plan to inform customers of the expected waiting time.
When a cloud call centre introduces new services such as chatbots and visible ARS, multiple corporations can apply them at once, allowing them to quickly respond to changes in the environment. In addition, customers can quickly experience convenient services through the upgraded call centre.
LG Electronics plans to introduce the cloud call centre to corporations sequentially, and the domestic introduction is scheduled for early next year.
The solutions introduced this time are Amazon Connect from Amazon Web services (AWS) and Genesys Cloud from Genesys.
The LG Electronics Call Center provides customer-tailored counselling services with customer satisfaction as the top priority. In particular, in Korea, various types of services such as voice recognition ARS, visible ARS, and artificial intelligence chatbot are provided so that customers can conveniently receive assistance in the way they want.
Previously, LG Electronics was selected as an excellent home appliance service company in the ‘2020 Korean Standard Contact-Service Quality Index (KS-CQI)’ hosted by the Korean Standards Association last year.
“With the goal of providing the best customer service, we will consider various ways to improve service quality at customer contact points,” said Gyu-Moon Yoo, head of LG Electronics’ CS Management Center.