LG Claims Top Ranking in Customer Satisfaction for TVs and Home Appliances
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By News Reporter
In the first episode of the ‘Customers at Heart’ series, we take a closer look at how HiTeleservice – LG’s dedicated customer service subsidiary – is enhancing the customer experience through improved customer service around the world.
In the cutthroat world of business, having a great product isn’t enough. Companies need to excel in distribution, marketing and innovation to stay ahead. But even with all that, poor customer service can destroy a brand’s reputation and the loyalty it took years to build.
LG knows this well and is stepping up its game in customer service on a global scale. The goal is to create a standout customer experience by applying its proven customer care expertise from home to abroad.
This year marks the start of a new chapter, with HiTeleservice – LG’s customer service arm – setting up a robust support system to help boost the performance of LG’s service centers worldwide. HiTeleservice’s expert Customer Service Representatives (CSRs) will take the lead, sharing their knowledge and skills in customer service practices, talent development and operational strategies internationally.
The plan is to iron out any differences in service quality that come from cultural and operational variances, aiming for consistently high service standards everywhere LG operates. With Customer Care Centers in over 40 countries, supporting more than 50 languages, LG is serious about providing top-notch support, whether online or offline.
HiTeleservice is now ready to roll out significant support after a thorough review of LG’s global customer service operations. The first step is to upgrade the skills of global CSRs with best practices in customer service, focusing on problem-solving from the customer’s viewpoint. They’ll also get access to English training materials from LG’s learning platform.
But it’s not just about a one-off training session. LG is building a system for ongoing CSR talent development and providing advice for running an efficient organization. This long-term strategy is all about keeping service standards high through continuous improvement.
Moreover, HiTeleservice will offer comprehensive training programs to its own CSRs, including language skills for better global communication and specialized training to hone their core competencies. The aim is to develop customer service pros capable of providing expert advice whenever and wherever they’re called for assistance overseas.
In accordance with its recent reinterpretation of AI as Affectionate Intelligence, LG believes that AI can be harnessed to foster more compassionate and understanding customer experiences. Consequently, the company is progressively incorporating AI into its customer service operations.
One such AI innovation is ‘Smile Plus,’ a customer service call system that uses AI to boost the speed and precision of CSR responses. It offers CSRs a comprehensive view of various customer data, including purchase, delivery, installation and service histories from all touchpoints, such as the website, LG ThinQ app and service call records.
Additionally, LG has devised and implemented an AI-driven feature, ‘STT/TA (Speech-to-Text/Text Analysis),’ which transcribes customers’ verbal expressions into text in real-time, eliminating superfluous tasks and averting miscommunication. STT/TA is also capable of understanding the context of the service call and proposing optimal solutions. Furthermore, LG intends to launch its ‘AI Voicebot,’ an autonomous service call solution presently in the development phase, within the year. This service is designed to handle straightforward inquiries during peak service call times or when calls are experiencing delays.
LG’s dedication to customer service goes beyond the Customer Care Center. It includes sales and repairs, spreading its high service standards across the globe. This involves sending experts to train staff on-site in other countries and hosting group training sessions for overseas personnel. Since 2011, LG has been sharing its successful Korean sales strategies with teams in the Middle East, Africa, Central Asia and Southeast Asia.
In essence, LG is not just selling products; it’s delivering an experience. And with this new initiative, it’s committed to offering each customer, regardless of their location, an unparalleled level of service.
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By News Reporter
From January 9-12, LG displayed its newest innovations at CES 2024 under the theme of ‘Reinvent your future.’ This meticulously curated booth, featuring zones across various spaces, demonstrated LG’s expansion beyond the home into new areas, such as mobility and commercial spaces, in its journey to become a ‘smart life solution company.’
Let’s take a look at some of LG’s cutting-edge products introduced at CES 2024, designed to make life better not only for customers but the earth as well.
Before entering LG’s booth, visitors were welcomed by the familiar hues of LG Active Red, a signature color for the company. The entrance featured two large displays showcasing the company’s Life’s Good brand promise incorporating new creative elements aimed at resonating with younger audiences, infusing the brand with a touch of youthful exuberance. This preview set the stage for an exploration of how LG’s advancements in technology are poised to enhance the customer experience to, ultimately, make life better.
The spotlight of the show was the
link hidden, please login to view, the world’s first 77-inch 4K wireless transparent TV – a truly spectacular innovation unlocking new possibilities. The massive media art display, comprised of fifteen 77-inch LG OLED Ts seemingly floating in the air, highlighted the TV’s ability to move freely without being constrained by wires or cords – a feat made possible by the Zero Connect Box.
In the ‘Life with OLED T’ zone, created in collaboration with premium Dutch lifestyle brand Moooi, LG presented how the LG OLED T can redefine the screen experience, liberating the space and transforming into a design object to open a realm of possibilities like never before. The TV’s Transparent Mode enables it to blend with the surroundings, transcending the traditional dominance of a television and becoming a part of interior design. When it’s time to view content, users simply have to raise the black screen to enjoy the exemplary LG OLED picture quality to the fullest.
The zone also featured other TVs, including the Posé, a lifestyle TV from the LG OLED Objet Collection, which also elevates the home as an object of décor. The LG StanbyME Go, with its portable briefcase design, adjustable 27-inch touchscreen and 3-hour battery life, prioritizes user convenience and offers ultimate flexibility for on-the-go entertainment.
The zone featured more than just TVs. Unveiled for the first time at CES, the is the newest model that takes the ultra-lightweight, compact design and powerful performance that LG gram is known for to the next level. Next to the LG gram Pro, visitors had the opportunity to try out the newly unveiled , equipped with LG’s webOS platform, providing access to OTT streaming services, home office applications and various content, all without the need for a PC connection.
LG’s smart TV platform, webOS, provided a wealth of entertainment and engaging experiences, aligning with LG’s objective to transform into a media and entertainment platform company. Inviting users to explore the world of entertainment powered by webOS, the ‘webOS Experience Zone’ comprised numerous self-lift OLED displays playing an endless stream of content from webOS content partners. Placed at the end of the tunnel, the 97-inch LG OLED M stood as LG’s first 4K 144Hz wireless TV, powered by Alpha 11, the world’s first processor dedicated to OLED. This innovative technology played a crucial role in ensuring lifelike picture quality and immersive, space-filling sound by adapting to the viewer.
Next, the ‘Smart Home’ zone highlighted CEO William Cho’s insights shared during LG World Premiere, where he introduced the concept of redefining AI as “Affectionate Intelligence.” To offer visitors an idea of the rich ecosystem created by LG products and connected through ThinQ, the zone was filled with a wide variety of LG appliances equipped with AI-supported intelligent sensors, optimized to study and analyze users’ unique life patterns to generate data that can be used to train LG’s AI.
At the zone, visitors were able to witness a demonstration of LG’s smart home AI agent, an all-around home manager and companion that showcased the company’s commitment to realizing the vision of a “Zero Labor Home.” The AI agent, featuring an advanced ‘two-legged’ wheel design, autonomously navigates through the home. Leveraging multi-modal AI technology, it possesses the capability to comprehend context and intent, enabling seamless communication with users.
After exploring LG’s TVs and home appliances, visitors moved on to see how LG is expanding into new spaces, starting with mobility. Introduced at IAA Mobility in September 2023 and showcased for the first time at CES 2024, LG Alpha-able proposed a future mobility experience where vehicles transcend mere transportation functions, evolving into spaces for efficient use of time and diverse experiences.
The zone also featured the EV Charger section, demonstrating LG’s capabilities as an integrated solution provider in the mobility space, with LG e-Centric standing as the company’s solution for the optimal operation and efficient management of EV chargers.
Transitioning to the ‘Commercial’ Zone, attention shifted to LG’s B2B products. The zone, themed around a trip to Las Vegas, showcased various products, including transparent OLED displays, biometric authentication, AI-based personalized advertising solutions and robot products such as LG CLOi, in various commercial environments. The zone also introduced digitalized and eco-conscious HVAC solutions and Building Energy Management, delivering exceptional performance to commercial buildings.
Continuing the journey, the ‘LG Labs’ zone, an area dedicated to the company’s experimental and innovative products and services, garnered significant attention. At its center, ‘Bon Voyage’ showed LG’s take on a customized living space designed to extend the living space into nature. The upgraded camping trailer version of Bon Voyage optimizes space utilization and mobility, furnished with various LG products, including a refrigerator, electric stove, water purifier, Styler and shoe care products. Additional showcased products included the 4K projector LG CineBeam Qube, LG gram Fold, LG XBOOM and LG StanbyME Go.
Last but not least, the ‘Sustainability’ zone highlighted LG’s efforts to create a Better Life for All through products incorporating recycled materials, such as LG tiiun mini. Also on display were LG’s sustainable home solutions, such as LG’s hydronic heating system and Home Energy Platform.
LG’s CES booth spotlighted the company’s latest innovations, not only enhancing the customer experience within homes but also extending into mobility and commercial spaces. Stay tuned for more updates on LG’s innovative products and solutions, ensuring customers continue to believe that Life’s Good.
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By News Reporter
With Six Wheels and Independent Suspension, LG’s Latest Autonomous Serving Robot
Offers Enhanced Service Delivery in Food Retail Environments
SEOUL, July 19, 2023 — LG Electronics (LG) has unveiled its newest LG CLOi ServeBot (model LDLTR30), a smart service robot convenient for places where service is needed, including restaurants. Boasting a quick and stable autonomous driving system that can handle various types of flooring, and an upgraded design with enhanced features, LG CLOi ServeBot ensures reliable service delivery. The new model also has a guide function for helping customers to find their way around, freeing up staff to spend more time on management and administrative duties.
First launched in early 2020, LG CLOi ServeBot is designed to be deployed in public spaces such as restaurants, hospitals and office buildings to assist humans without human-to-human interaction, and is optimized for in-person customer service. The latest version offers enhanced driving performance with 6 wheels and independent suspension, allowing for stable operation on different kinds of flooring, including carpet and braille blocks. It also has a 3D camera and a light detection and ranging (LiDAR) sensor. This enables the CLOi ServeBot to securely transport beverages and meals, including soups and noodles, even when travelling over surfaces with a slope of up to 5 millimeters (0.2 inches). Additionally, this advanced technology lets the CLOi ServeBot navigate obstacles smoothly, ensuring that none of its valuable “cargo” is upset.
The new LG CLOi ServeBot also delivers increased storage capacity and flexibility. Its 4 easy-to-access shelves (21 x 17 inches) – including one that can be used as main drawer – can collectively manage a load of up to 40 kilograms (88 pounds). The upgraded LG CLOi ServeBot offers further convenience with its upper pockets and cup holders, and features an additional bottom drawer that can be used for storing items such as napkins and utensils. For extra versatility, the LG CLOi ServeBot’s shelves are detachable and can be adjusted up or down within a range of 2.8 inches.
LG’s newest CLOi ServeBot provides smarter service thanks to its large 10.1-inch display and built-in content management system. Operators can adapt the autonomous robot for a specific use scenario by choosing an appropriate facial expression and by displaying videos, images or text. As such, LG CLOi ServeBot can communicate relevant information to customers, such as menu recommendations or in-store promotions, and also advertise services from partner companies. Additionally, LG CLOi ServeBot can be used for entertainment purposes, such as displaying customized content for special events and celebrations. What’s more, LG’s new service robots communicate with each other to coordinate their movements; facilitating smooth, efficient operation in food retail environments.
“LG CLOi ServeBot is a reliable partner capable of efficiently carrying out various service delivery tasks, from serving and guiding customers to providing engaging entertainment and useful information,” said Roh Kyu-chan, vice president and head of the robot business division of LG Electronics Business Solutions Company. “Leveraging LG’s autonomous robotic technology, we will continue to consistently deliver new and exciting experiences that bring greater value to our customers.”
LG’s new CLOi ServeBot is currently available in the United States and Japan, with plans for a global rollout in the future.
For more information about LG CLOi ServeBot, visit
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By News Reporter
According to LG, nothing is more important than providing outstanding customer experiences through its advanced products and services. Driven by its core value of always delivering an ‘Uncompromising Customer Experience,’ LG prioritizes the creation of first-class customer experiences above all else.
The company strives to deliver exceptional quality at every stage of the product life cycle, from initial product planning and providing after-sales service to the release of a new model.
With this in mind, LG CEO William Cho recently took the time to inspect a service site before Korea’s peak summer season hits.
On June 16, the CEO visited the company’s service center in Hongdae – a vibrant, youthful district of Seoul – to look into how preparations for its after-sales service peak season, from June to August, were going.
He first examined the status of securing special support personnel in areas where service requests are concentrated, building a system that enables service managers in neighboring areas to provide immediate support so that customers don’t have to wait long at a time when the heat is almost unbearable.
The CEO also reviewed the manuals used in the event of natural disasters, such as a heat wave or torrential rain. And as more rain is forecasted this summer, the system has been reorganized to provide immediate recovery support during a disastrous flooding event.
CEO Cho then went on home appliance repair calls related to LG’s refrigerators or ACs, which allowed him to listen to stories and feedback from customers in their own homes.
“My heart goes out to customers worried about the recent hot and humid weather,” said CEO Cho. “We will continue to do everything we can to respond to and address customer inconveniences on time without delays.”
The company has made continuous efforts to make summer as cool and enjoyable as possible. For instance, LG has been conducting AC pre-inspections since March, which involves a service engineer visiting the customer’s home to check the appliance’s performance free of charge. In fact, the company has already made three times more pre-inspections of its ACs than last year.
CEO Cho has also talked directly with service managers to better understand the factors that increase their sense of accomplishment and the difficulties they have felt in the field, and to brainstorm new ideas for providing faster, more efficient services. “Symbolic of LG’s customer service, service managers play the most important role in bringing a smile to customers as the real faces of our company,” mentioned Mr. Cho, who continued by reiterating the company’s commitment to discovering various ways to make life good for customers.
The company has long prioritized providing quality after-sales services. Since 2002, LG held an internal event called the ‘Service Olympics,’ which challenged service managers to put their service capabilities to the test and share their know-how with other service workers so that every possible appliance issue can be handled swiftly going forward.
In March, CEO Cho visited Hi-Teleservice, an LG subsidiary specializing in customer service, to meet customer counseling consultants. Recognizing that a better working environment for customer service pros can lead to excellent customer experiences, he encouraged the introduction of a “balanced work system” that allows them to work from home three weeks per month, as well as activities promoting effective communication in the workplace.
The company plans to continue conducting on-site service inspections by executives to best reflect customer feedback into its service policies. “True customer experience innovation begins with listening to the customer and is only complete when that customer is left smiling with satisfaction,” said CEO Cho.
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By News Reporter
In this installment of On the Job, we look into the design history of LG SIGNATURE to learn how LG’s luxury brand provides unparalleled customer experiences.
What role does design play in shaping the home appliance user experience? Let us consider the thoughtful innovation that enables users to knock twice on their LG InstaView refrigerator to see inside without even having to open the door – or the smart screen applied to LG’s latest washers which streamlines control by replacing the more traditional dials and switches with an intuitive touch-based interface.
(From left to right) Sangin Chung, Jayoen Kim, Inyoung Hwang and Mimi Bae at Home Appliance & Air Solution
LG SIGNATURE UX Design Team
In both of these cases, LG has cleverly evolved key elements of what is called ‘user experience design’ to boost usability and create new convenience that expands and improves the overall customer experience. Armed with a deep understanding of users and their everyday needs, user experience designers at the LG SIGNATURE UX Design Team have played a pivotal role in shaping the unparalleled quality and easy-to-use features that the brand is synonymous with.
Reimagining the Customer Experience
Experience design is not, however, limited to matters of function and user-device interaction. “Taking a look at the term experience from a wider view, we find that experience design actually encompasses aspects of branding – referred to as brand experience – as well as the impact products have on the user’s living environment and day-to-day lifestyle – referred to as customer experience,” explained Jayoen Kim, design professional at LG SIGNATURE UX Design Team.
Designed for those seeking a more luxurious way of living, LG SIGNATURE products bring together the best of aesthetic and functional design to add a touch of sophistication to all areas of the customer experience. The seamless marriage of form and function, LG SIGNATURE’s premium appliances boast a timeless quality that transcends any particular interior decorating trend or style and has struck a chord with discerning consumers worldwide.
Consistent Design Makes a Timeless Brand
The ability to produce a single, coherent aesthetic or design language is crucial when building a consistent, recognizable brand image – and to fostering a lasting brand legacy. “Through design, we’re letting the brand speak to our customers,” said Inyoung Hwang, design professional at LG SIGNATURE UX Design Team. “Part of our job is making it easier for consumers to recognize the unique brand philosophy governing our products, by adhering to a specific visual tone and manner across all appliances.”
From its inception in 2016, LG SIGNATURE has cultivated a product aesthetic that consistently delivers, and clearly conveys, a focus on providing customers with ultra-premium experiences. These experiences are then fully realized by the uniting of elements that are just as integral to the brand’s identity as its distinctive style – namely, impressive performance, user-centric features and high-quality materials.
The first-generation LG SIGNATURE lineup
In 2014, the LG SIGNATURE design committee was formed with the aim of fostering design-centric innovation. Introducing a “design-first, develop-second” product approach which was groundbreaking at the time, the first-generation LG SIGNATURE lineup was revealed to the world at CES 2016. LG’s exclusive brand has remained true to its heritage and is still considered a trailblazer in the luxury home appliance market.
The very essence of style and functionality, LG SIGNATURE’s first-generation products paired clean, sophisticated design with cutting-edge technologies. Completely devoid of knobs and buttons, the first-generation LG SIGNATURE Washer showcased the elegant, minimalist look that has continued to be a hallmark of the brand’s peerless appliances.
Evolving Features, Unchanging Philosophy
While LG SIGNATURE’s commitment to timeless design remains unchanged, its interpretation of next-level luxury – and accordingly, its product offerings – are continuously evolving. Unveiled at this year’s CES under the theme of ‘Live Beyond’, the second-generation LG SIGNATURE lineup presents a refined vision of luxury living, building on all that makes the brand so great and taking it a step further.
The new lineup is in keeping with the minimalism of the first generation, but adds chic new colors, materials and finishes to choose from. Users can look forward to enhanced technologies as well as upgraded design. The new LG SIGNATURE 4-Door French-Door refrigerator, for instance, features Dual InstaView for an even more streamlined and convenient customer experience.
The second-generation LG SIGNATURE lineup
Outstanding design outlasts the era in which it was conceived, influencing the way people gauge and appreciate beauty for generations. An iconic brand with a timeless aesthetic, LG SIGNATURE has redefined home appliance design and will never relent in its pursuit of customer-driven innovation. Stay tuned to
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