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Increasing customer satisfaction with skilled customer service agent & technicians

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In recent years, the idea of the customer experience (CX) has gained prominence in the media, in academia, and across a range of industries. Several businesses have even changed the names of their divisions to reflect the phrase. This is to be expected given that, as we’ve seen over the past few years, delivering a high-quality CX has become essential to an organization’s capacity to succeed and expand.

Good service is one of the most crucial variables that affects customer happiness and loyalty, and it’s a crucial part of a brand’s reputation, especially in the last mile of a customer’s journey, as anybody who has dealt with customers will confirm. But, with the pressure to attract new consumers in today’s fiercely competitive market, it can be difficult to ensure that existing clients are well-cared for.

The key to developing unique CXs that produce priceless memories when interacting with a company or purchasing a product is to fully comprehend client wants remarked Park Kyeong-Taek, Head of Service, LG Electronics West African Operations. “Regardless of their cultural or geographic origins, LG’s products are designed to connect and empower individuals from all walks of life.

“As a result, we have discovered through our journey that satisfying the demands of our clients requires an understanding of cultural diversity. Our ability to design products that both meet and surpass the expectations of our varied consumer base has improved as a result of this,” he claimed.

Most businesses consider touchpoints-the distinct transactions through which customers engage with various aspects of the company and its offerings-when they concentrate on the customer experience. It displays structure and responsibility and is fairly simple to include into operations.

Businesses try to make sure that whenever customers encounter with their product, customer service, sales personnel, or marketing materials, they will be satisfied with the experience. But, this compartmentalized attention to specific touchpoints ignores the bigger-and more significant-picture, which is the customer’s whole experience. You can only start to grasp how to meaningfully increase performance by considering the customer’s experience through his or her own eyes-along the entire trip taken.

“Customer cover a wide range of activities that take place before, during, and following an interaction with a product or service. Journeys can be long, stretching across multiple channels and touchpoints, and often lasting days or weeks. Taking a long period of time to repair a product or awaiting parts for such products, even a product that is obsolete. We’ve discovered that organisations that fail to appreciate the context of these situations and manage the cross-functional, end-to-end experiences that shape the customer’s view of the business can prompt a downpour of negative consequences, from customer defection and dramatically higher call volumes to lost sales and lower employee morale.

In contrast, LG service offers the finest experience for the customer throughout the entire process to increase customer satisfaction, improve sales and retention, reduce end-to-end service cost, and strengthen employee satisfaction.

“From LG Customer perspective, our service has been appreciated right from the start of customer’s need either walk-in or online to the last mile. The touchpoints of our customer’s journey are based on the following approach, sales, marketing, product and customer service.

“Most often than not, all customers during sales are briefed with the Insurance policy on LG products. Every customer can attest to the fact that it is the best decision while purchasing a new product, as it offers customers cover against fire and accidental damage to electronics purchased from any of their outlets. To avail this cover, the customer has to pay only 3 per cent of the product cost as Insurance premium, which is charged at the point of purchasing the product. At the time of repair or replacement of damaged item, 20 per cent cost will be borne by the customer while Zenith Insurance will cover the remaining 80 per cent.

LG approach towards Marketing ensures customers are provided constantly with how-to tip & tips, video tutorials and manuals on social media on how products are being maintained and cleaned.

Any manufacturer’s product warranty has limits and generally only applies to the original purchaser. LG Product comes with 2 & 10-year warranty on product and compressor respectively. LG Electronics guarantees free repair service to its products within the warranty period through its Authorized Service Centers. The warranty covers only the defaults, manufacturing or quality problems. Any damage link to external factors such as: Bad manipulations, in case of fire, lightning, improper use, unstable voltage or any act of God is not covered under warranty.

LG is well known for its home appliances and entertainment products. From televisions and audio to air conditioners and Refrigerators to washers and dryers, many households across the country have LG products scattered throughout their homes.

Whether you have questions about a specific product, your warranty, or have another reason to contact LG Customer Service, it comes easy as steps have been taken to make your journey as relaxed as possible. There are a few different ways you can contact LG customer service and whenever you contact them directly, it is always important that you have any pertinent information readily available–this could include your personal information, receipts, warranty information, product serial numbers, phone numbers, etc. Having information available for customer service makes it easier to look into your account to answer questions.

No matter how effectively a business is handled or how excellent you think its products are, problems are inevitably going to arise. Going through the appropriate customer support channels can frequently help you resolve issues with an LG product, warranty, or other services. Or at the very least inform the business of any problems that need to be fixed.

Customer care representatives of LG can be reached at a toll-free number, 080098115454, from Monday through Saturday. They can also be accessed for Whatsapp chat at 08058899908 to quickly resolve issues.

Any LG appliance repairs can be carried out swiftly and easily by skilled technicians. No matter if you select carry in or in-home service, you can rely on product repairs to be completed in 24 to 48 hours.

To know more about LG Service, kindly visit https://www.lg.com/africa/support to get the necessary information you need.

Infotech

Glo urges school girls to aim for leadership

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Globacom has urged school girls across the country to aspire to leadership positions without fear, despite the various challenges that they may face along the way.

Speaking at the commemoration of the 2024 edition of Girls in ICT Day held in Lagos on Thursday, Globacom’s representative, Mrs Kemi Fadipe, encouraged school girls to pursue their dreams with passion so that they can attain leadership positions in future.

She advised them to prioritise their education to lay a strong foundation for leadership roles and also seek mentorship and guidance from successful women, as well as build a network of supportive peers, teachers, family members, and mentors who believe in their potential.

She also advised them not to shy away from volunteering for leadership roles in projects, clubs, or community initiatives. “Taking on responsibilities demonstrates initiative, builds confidence, and showcases leadership potential,” she said, adding that “they should also step out of their comfort zones, embrace new experiences, and view setbacks as opportunities for growth and learning.”

“Today, in an era defined by rapid technological advancements and innovation, encouraging girls to pursue STEM education (Science, Technology Engineering and Mathematics) is not only essential for their individual development but also crucial for fostering gender equality and driving societal progress,” she noted.

She added that “STEM education fosters a lifelong passion for learning and a growth mindset—a belief that intelligence and abilities can be developed through dedication and hard work. Fantastic leaders continuously seek knowledge, adapt to change, and inspire continuous improvement.”

Citing several examples of women with STEM backgrounds who have attained positions both in Nigeria and beyond, Mrs Fadipe observed that their exceptional leadership skills, resilience, and dedication have made them “serve as inspiring role models for future generations of female leaders in Africa and beyond.”

The event had in attendance secondary school students from selected schools in Lagos and Ogun states.

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NITDA, CISCO ink MoU to boost digital transformation in public, private sectors

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The National Information Technology Development Agency has signed a Memorandum of Understanding, (MoU) with the Cisco System Incorporation to advance Nigeria’s digital transformation. Cisco’s Country Digital Acceleration (CDA) Programme is a global initiative that partners with government and private sector leaders to develop sustainable, secure, and inclusive communities powered by ethical and innovative technology solutions.

The partnership aims to unlock the value of digitalisation in Nigeria and drive an inclusive future. The Federal Government is collaborating with Cisco, industry, and academia to accelerate the national digitisation agenda by implementing pilot projects in five key areas: Repurposing NCAIR to create an AI and Cybersecurity Experience and Incubation Center; Establishing a Broadband Innovation Centre; Setting up a Smart Agriculture Demo Farm; Designing and deploying Technology Learning Hubs; and Incubating Defense Technology Solutions.

This partnership aligns with President Bola Ahmed Tinubu’s priority areas of accelerating diversification through digitisation and innovation, strengthening national security for peace and prosperity, and boosting agriculture to achieve food security.

Speaking during the signing of the MoU at the NITDA Headquarters, Abuja, the Director General, Kashifu Inuwa, CCIE maintained that AI and Cybersecurity go hand in hand, this has made it imperative to upgrade the NCAIR to a world class AI Lab because as “we develop the AI, we also need to develop and design it with a security in mind.”

On the second initiative, the NITDA boss noted that broadband is the backbone to digitisation and digital transformation, and it provides the connectivity needed for transformation adding that the establishment of the innovation hub would encourage local startups and companies to come up with affordable broadband solutions in Nigeria by using cutting edge technology.

He said, “We have a National Broadband Plan that aims to achieve 95 percent broadband coverage in Nigeria, and we need to be smart in the way we do things in order to achieve the target.”

According to Inuwa, the initiative on smart agriculture would help to improve food production and productivity in agriculture, noting that the use of Internet of Things, IoT, Drones and other technologies would enhance productivity in agriculture.

He said, “As part of the Presidential Redefined Priority Areas of achieving food security in the country, the President has mandated the cultivation of 500,000 acre of land in the country and to achieve this successfully and efficiently, we need to use technology.”

The Director General expressed the willingness of the Agency to work with Cisco to establish a pilot of the Learning Centre adding that it is part of the Agency mandate to deploy IOM technology to the under-served and unserved areas.

He said, “Cisco is already working with International Organisation for Migration, (IOM) for a pilot project in Maiduguri, Borno state capital to deploy three Learning Centers using Cisco technology. So, we want to see how we can partner to also scale up that initiative, because we also have as part of our mandate to deploy this technology in under-served and unserved communities.”

In his remarks, the Cisco’s Country Director, Mr. Clayton Naidoo expressed that Nigeria would benefit from the MoU as it would improve agricultural production, create job opportunities, and increase the financial strength of the citizens.

“What we want to do is we want to make sure that we leverage technology to bring the right level of economic opportunity to Nigeria that will contribute towards economic growth and job creation. So that will be the first programme.”

According to him, Cisco has been unpacking the National Digital Agenda of the country and noted the Strategic Roadmap and Action Plan which are in alignment with the Cisco programmes, resources, technology and investment.

“And we try to implement pilot projects to ensure that we can help advance the acceleration of that digital plan,” he added.

While reacting to each of the initiatives, Mr. Naidoo disclosed that Cisco is at the vanguard of Cybersecurity and Artificial Intelligence and will partner with NCAIR to build an experience centre in the country by using the experience.

According to him, the experience centre will be designed to support organisations across Nigeria, building robust Cybersecurity and AI architectures which would be done through labs, design thinking rooms, and equipment that can test models.

While noting that Cisco intends to build a world-class experience center that would benefit all parts of Nigeria, the Country Director reiterated that “we are looking to bring the power of the Cisco business unit into the space using technology.”

“This is our immersive video technology using our platform called WebEx, where we can bring the power of those subject matter experts into Nigeria to collaborate and design together,” he emphasised.

He said the company will also build a broadband innovation hub with Galaxy Backbone in partnership with NITDA. He noted that the initiative is in alignment with the National Broadband Policy that was outlined by the Minister. He disclosed that Cisco would work with IXPs and various service providers to help them build networks that can serve underutilised communities or marginalised communities.

“We believe that with the technology that we are going to build, we will leverage the right level of platforms that will ensure that the internet economics are right. Because there is one thing building on technologies but if the technology is too expensive for service providers, they won’t be able to offer that into marginalised communities.”

While assuring that Cisco has an IoT team that builds sensor technology, he said the company will build a use case around smart agriculture using some agricultural bots and drone technology.

He commended the Agency for the partnership disclosing that Cisco is really focused on it. He said the work will start immediately.

“We are really looking forward to the partnership and as Cisco, we believe in creating inclusive models that empower local communities and empower all citizens of Nigeria.”

The highlight of the event was the visitation to a demo smart farm at the Abuja Technology Village.

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MEA 2024 returns with LG Electronics’ showcasing latest innovations

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LG Showcase MEA 2024 yesterday welcomed guests and partners in Abu Dhabi to in-person experience the latest and greatest the brand has to offer.

The two-day event held at Conrad Abu Dhabi Etihad Towers Hotel in Abu Dhabi, UAE had over 500 guests who witnessed all of LG Electronics’ new innovations that will be rolled out in the region. The LG Showcase, returning after a successful event last year, will create a common platform for experiencing LG Electronics’ unique customer-focused innovations and reaffirm the company’s vision to bring innovative products to the market that enhance the customer’s overall experience. The event revolved around the theme of Reinventing Together, which expresses the brand’s commitment and passion toward its customers and their requirements.

Mr. Il Hwan Lee, Chief Executive Officer, LG Middle East & Africa (MEA) Region said, “We saw a huge success when we returned to the LG Showcase MEA event last year and we are elated to see the same success in today’s event as well. It is a great pleasure to showcase our latest innovations and give our guests the chance to experience them all firsthand. We are happy to see the love and appreciation received for each product and look forward to bringing more to this region overall.”

He further added, “This event is a platform that showcases not just our products, but also reiterates our commitment to our customers. This event also serves as a platform for networking with our business partners and fostering relationships, another vital element of our work.”

The large-scale event was also home to multiple exhibition zones, where LG Electronics’ products were displayed in their ideal use-case scenario. This included a hero zone with the 97-inch LG SIGNATURE WIRELESS OLED M, the world’s-first consumer TV with Zero Connect technology which enables the transfer of 4K video and audio, wirelessly at 120Hz.

Also, on display was LG’s innovative StanbyME Go, the 27-inch FHD smart screen that comes in a carry bag design and a three-hour battery built in that allows for the ultimate in portability and making it a perfect companion for outdoor use, such as picnics and BBQs. The event highlighted the latest in LG Electronics’ innovation in processors and software with the new á (Alpha )11 processor that will be used in its flagship TVs and the latest WebOS respectively.

The á (Alpha )11 processor will be actively used in flagship TVs for powerful AI features that enhance the viewing experience, while the new WebOS brings a revamped home screen with wider title cards and smoother tiles. The new WebOS will expand into 300 TV brands and 3,500 content partners, including local partners and has an active user growth increase in the MEA region by 20 times.

A dedicated zone for audio visual products was also present, including the latest in XBOOM speakers which deliver bold and loud sounds with strong bass. This included the LG XBOOM XL9T, the most powerful-in-class party speaker, its smaller variant, the LG XBOOM XL5S with a 200W output, topped off with a dynamic pixel lighting effect that offers animation patterns, visual EQ or even characters, making it the perfect accessory for hanging out with friends or a must-have at parties.

The exhibition zone also included an area for home appliances, including washing machines and air conditioning solutions as well as the brand’s premium built-in solutions. Featured in this zone was the MoodUP™ refrigerator, which adds a unique personality to any home kitchen with the ultimate in customization by allowing users to choose from 22 colors for the upper door panel and 19 colors for the lower panel.

Also, on display was the LG built-in-kitchen package, a unique lineup that comprises an InstaView™ oven, QuadWash™ dishwasher, bottom-freezer refrigerator and microwave oven, making it easier for customers to build an all-inclusive experience powered by LG Electronics.

On display was also its Residential Air Conditioning units, such as the ARTCOOL lineup which features the LG DUAL Inverter Compressor™, a critical element that brings powerful cooling without affecting efficiency. Also, on display was LG’s new WashTower™ Compact laundry solution, which focuses on efficiency and space by combining both a washer and dryer with an all-in-one control panel and advanced AI in a single unit with a capacity of 13 kilograms for the washer and 10-kilogram capacity for the dryer.

Speaking at the event, Mr. Hyoungsub Ji, Managing Director, LG Electronics West Africa Operations said, LG is committed to bringing the latest innovations and cutting-edge technology to the West African market. “Our showcase highlighted our newest products and solutions, which will soon be available in the region. We are dedicated to enhancing the customer experience through our expanded retail presence, improved after-sales service, and engaging brand activations.”

On LG CSR activities, he said LG is passionate about empowering the local community through CSR initiatives, focusing on providing water to as many communities in Nigeria every month.

LG Electronics also set up Life Style zones, with a range of products appropriate for them. This included the ThinQ powered home setup, an elegant café setup as well as a camping setup.

For more details about LG Electronics’ range of products please visit: https://www.lg.com/africa

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