Each of our customers should be able to get answers to their questions, advice, or services for installation, setup, or equipment repair. Sergey Sokolan, Director of the Service Department at LG Electronics, answers questions from the iXBT.pro department.
Ø <b>The issue of post-sales/warranty service has always been of particular importance. And the level of professionalism of the master has always been valued. But now everyone is talking about artificial intelligence: is "artificial intelligence" capable of completely replacing a person?</b>
First of all, I would like to once again note that LG's history in Russia exceeds 30 years. The company's structure includes a separate Service Department. It was founded in 1996 and has been developing year after year in step with the times, based on the needs and wishes of our customers.
Today, there are over 400 authorized service centers throughout Russia; in fact, we have a powerful structure, virtually a federal network. Over more than 25 years of existence, we have been able to create not just a network of workshops and a help desk, but a real complex for working with clients, ensuring close communication with each person, solving any tasks assigned.
Of course, we are implementing emerging technologies, because technology is no longer what it used to be. So we are learning too. In order to maintain our position in the market and provide service for already purchased devices, we annually improve the level of qualification of our specialists and integrate modern methods of communication.
Ø <b>It would seem that what else can be implemented? Quality screening, availability of spare parts, and the master's experience - that's all you need at first glance. In what direction is the segment developing?</b>
In addition to service availability, responsiveness, and proper organization of work of field teams, this year we launched a new stage in the qualitative improvement of the service. This year, we received the prestigious "Consumer Rights and Service Quality" award in the "Retail Trade" segment in the "Warranty and After-Sales Service" category. The service department project of LG Electronics "Creating our own network of field engineers based on dedicated Authorized Service Centers" was highly appreciated by experts and respected consumers.
Together with the Customer Field Request Scheduling Management introduced last year, the organization of a field engineer service in cities with a population of over one million and other large cities has reduced waiting times and repair times for consumers by approximately 2 times. Currently, there are 38 mobile engineers working in 18 cities in Russia, Belarus, and Moldova.
Engineers have undergone additional training and can perform complex operations at home. If questions arise regarding repair or the availability of spare parts, the engineer can contact the technical department online via the Telegram channel and receive the necessary assistance. The uniqueness of such consultations lies in the fact that in the event of complex defects, the technical support engineer can determine the malfunction via video and assist the field engineer in performing component repair if necessary. All of this saves both time and money for the consumer.
Ø <b>Is the available number of specialists sufficient? How to cope with requests across the country?</b>
Of course, this is just the beginning. Precisely thanks to modern telecommunication technologies, we are able to cover the regions. Today, we have key leaders in 18 major cities in Russia, Belarus, and Moldova. If we put "flags" on the map, we get a very dense network: Kazan, Samara, Voronezh, Rostov-on-Don, Nizhny Novgorod, Volgograd, Khabarovsk, Ufa, Omsk, Vladivostok, Makhachkala, Belgorod, Saratov, Irkutsk, Kemerovo, Tyumen, Novosibirsk, Krasnodar, Moscow, and St. Petersburg, as well as Minsk, and there are already four specialists in Chisinau. Further expansion is planned through additional staff and telecommunications coverage. Professional trainers from the LG Academy conduct various training programs. For remote regions, these are webinars, online training with subsequent testing and certification.
In addition, this year we launched a professional training course "Fundamentals and Principles of Designing HVAC LG Ventilation and Air Conditioning Systems": an educational program for engineering students at the Moscow Polytechnic University. We are training future industry specialists, combining the curriculum of a leading specialized university and the developments of the LG Air Conditioning Academy with the practical capabilities of our training center. Our experienced employees, technical specialists from the Service Department, teach the students. The first graduates will receive certificates by the end of 2023, and we plan to continue this practice in the future. Thus, the number of highly qualified specialists with practical skills will increase.
Each of our customers should be able to get answers to their questions, advice, or services for installation, setup, or equipment repair.
The pace of life is only accelerating with each year, and in order to meet the needs and expectations of modern customers, it is necessary to provide not only quality service, but also to do it as quickly as possible, which means that we will work to ensure that LG service is available to an increasing number of people.
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