Together with the Customer On-Site Request Scheduling Management introduced last year, the organization of an on-site engineer service in cities with a population of one million or more and other large cities has reduced waiting times and repair times for consumers by approximately 2 times. In total, there are currently 38 mobile engineers working in 18 cities in Russia and Belarus. Further expansion of the network is planned through the training of additional staff and telecommunications coverage.
The engineers have undergone additional special training and can perform complex repairs at home. If there are any questions regarding the repair or the availability of spare parts, the engineer can contact the technical department online via 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 help the on-site engineer to carry out component repair if necessary. All this saves both time and money for the consumer,” comments Sergey Sokolan, Director of the LG Electronics Service Department in Russia.
In addition, the Service Department received the “Consumer Choice” award based on user ratings based on ROMIR research. 300 people took part in the survey, and the rating was 4.78 (on a 5-point system).
The main goal of the division is to make it as easy as possible to sign up for on-site repairs and ensure timely completion of repairs. Previously, a technician may have needed to make several visits to conduct additional consultations with a technical specialist based on the compiled breakdown report and select the necessary spare parts. Now there is no need for this, modern types of communication and proprietary software developments are used.
Every year, the event supports the most successful projects aimed at improving the quality of service, establishing successful communication with customers and increasing their loyalty. According to tradition, the final of the award is held annually as part of the forum “Improving the quality of products and services: innovations, prospects and solutions”, which brings together leaders of Russian and international companies.
Read more about the 2023 award: The results of the XIV Award “Service Quality and Consumer Rights” have been summed up (pravpro.ru)