Customer services and contact centers are more and more important touch points with the end customer and they are getting further more fundamental during the Covid emergency of course.
The most farsighted companies have already built an effective contact service network using a mix of physical and digital tools, a choice that has proved to be very strategic when, as in the present time, the only physical channel cannot be enough. In this case platforms, tutorials and chats are very valuable helps to find answers for solving some problems with appliances at home. 
One of these companies is LG Electronics that over the years has developed and deployed a large library of on-line content across multiple platforms for its customers to access and understand. LG’s US customer support channel on YouTube alone is host to over 300 videos that cover diverse topics such as cleaning a dehumidifier to the proper way to load a dishwasher.
Do it yourself videos have been popular around the world for some time now, offering easy-to-follow tutorials and step-by-step guides on almost every topic imaginable. To help users get the most out of their LG products, LG offers a wealth of DIY content on its YouTube channels, with instructions covering various topics from how to change the hinge position of a dryer door to registering an LG Magic Remote.
LG also offers a number of chat services in over 40 countries in 30 languages. Whether the interface of choice is Facebook Messenger, WhatsApp or another popular messenger app, customers can connect easily with a trained service professional to identify and resolve an issue or receive answers to questions about a specific product feature or function.
With this large experience, the company has been able to offer assistance both to public and to professionals, such as it is happening in Colombia, where onsite installation service is currently unavailable due to social distancing, LG is providing remote assistance through its LG Telepresence service. Over a video call, technicians working from home can talk customers through the installation of a new LG washer or refrigerator. The service has proven to be very popular and highly effective, with many customers commenting at the ease of the DIY installation.
And just last year, LG launched Proactive Customer Care, an AI-based customer service solution that helps to prevent many issues from occurring in the first place. Currently available in key markets of North America and Europe, the service alerts users if the appliance is functioning unusually, offering suggestions for maintaining optimal performance and extending the product’s operational lifespan. Proactive Customer Care communicates with users via the LG ThinQ™ app, which connects seamlessly with the company’s compatible appliances.
