LG Electronics Chief Executive Officer Cho Joo-wan
South Korean tech giant LG Electronics Inc. is expanding its “BEST Care” service in emerging markets, including India and Egypt, as part of its strategy to increase its market leadership by expanding its customer base.
According to sources from the home appliance industry on Monday, LG Electronics has been implementing the BEST Care service in India since 2022 with significant results. The number of the company’s BEST Care customers in India has since increased by 30 percent and while the installation rate on the day of product purchase was only 66 percent last year, it increased to 70 percent this year. Based on customer satisfaction, LG Electronics expects to significantly boost sales and operating profits in the Indian market.
BEST Care is a service that extends the warranty period and provides regular home visits for customers who purchase LG appliances for a certain amount of money.
“In India, the demand for premium home appliances and services is growing rapidly as the number of high-income earners increases,” a LG Electronics official said. “We are analyzing data on 50 million customers from the Indian market and applying it to BEST Care.”
LG Electronics has also expanded the number of care packages per product line to 10 from three.
In Egypt, the Korean electronics company developed an integrated delivery and installation system for home appliances centered in Cairo, starting in 2023. This service provides all-in-one support from installation to delivery and relocation and is similar to services offered in Korea and the United States. Egyptian customers who purchase home appliances from LG Electronics’ brand shops or website can receive installation and delivery services simultaneously.
The company also launched an all-in-one service in Egypt via a chatbot on the WhatsApp messaging platform. Customers can ask the chatbot about the home appliances they want to purchase and engage with a store in their neighborhood via messages and video calls. They can also easily find nearby stores that have the product they want in stock.
By Seong Seung-hoon and Yoon Yeon-hae
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