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Manufacturing

LG Electronics (Home Appliance)

 

LG Electronics

“We needed a reliable way to remotely preview on-site conditions and ensure smooth product operation.”

- Manager, Customer Support Center

 

Industry Global Home Appliance Manufacturer
Products RemoteCall Visual Support
Usage

Making Life’s Good Through Seamless Remote Support

As a global leader in the home appliance industry, LG Electronics delivers innovative products—including televisions, refrigerators, washing machines, and air conditioners—to millions of customers worldwide. Operating across diverse regions and markets, it manages a vast volume of service requests while maintaining consistent service quality standards. Through an analysis of service visit data, LG Electronics identified a significant inefficiency: approximately 20% of on-site service visits involved issues that required only simple guidance rather than physical dispatch—such as feature demonstrations, TV picture adjustments, and cable connections.

Key Challenges

  • Unnecessary Dispatch Costs: Service data revealed that nearly 20% of on-site visits involved issues that could have been resolved remotely with visual confirmation. These unnecessary dispatches consumed valuable technician time, increased travel expenses, and added operational complexity across service networks.
  • Inconsistent Global Service Quality: As a global home appliance leader, LG Electronics manages service operations across diverse international markets. Variations in skill levels among outsourced service partners created challenges in maintaining consistent diagnostic accuracy and service quality worldwide.
  • Customer Inconvenience: Even for minor issues, customers were required to schedule technician visits—often adjusting work or personal commitments for problems that could be resolved in minutes with remote guidance.
  • Prolonged Resolution Time: Coordinating technician scheduling, travel, and on-site troubleshooting for simple issues resulted in unnecessary delays, ultimately impacting customer satisfaction and overall service efficiency.

Why RemoteCall Visual Support Was Needed

Recognizing that many service issues could be resolved without dispatching technicians—if on-site conditions could be visually shared—LG Electronics began exploring video-based support solutions. Real-time visual consultation was seen as a way not only to reduce unnecessary visits, but also to enhance diagnostic accuracy and support outsourced service partners in overseas markets with varying skill levels.
Before making a final decision, LG Electronics undertook more than a year of rigorous evaluation. This process included extensive consumer research, in-depth customer feedback analysis, and usability testing across diverse demographics to ensure the solution would be intuitive and accessible for all users. The company thoroughly examined each candidate solution based on its ease of use, strength of global infrastructure, stability and quality of video transmission, compatibility with existing service workflows, and scalability for international deployment. After this comprehensive assessment, LG Electronics selected RemoteCall Visual Support as the optimal solution to deliver scalable, reliable, and high-quality visual remote support worldwide.

Evaluation Criteria

  • Customer-Friendly Design: RemoteCall Visual Support allows customers to share on-site conditions instantly using their smartphones, giving support agents real-time visibility into the situation. With visual confirmation, agents can clearly explain product features, provide step-by-step guidance, and assist customers with simple troubleshooting or product status checks—eliminating the need for unnecessary technician visits.
  • Robust Global Infrastructure: RSUPPORT operates a global relay server network, enabling stable and secure video support across multiple regions. This infrastructure aligns seamlessly with LG Electronics’ international service operations, ensuring consistent performance for overseas service centers and cross-border consultation.
  • Enhanced Understanding: By viewing screens in real time while explaining issues, IT staff can clearly demonstrate causes, processes, and solutions. This visual approach helps employees better understand the problem and reduces repeated inquiries.
  • Proven and Reliable Technology: Backed by a strong global track record and a comprehensive feature set, RemoteCall Visual Support met the stringent technical and operational standards established during LG Electronics’ year-long evaluation process.


How RemoteCall Was Integrated into LG Telepresence Service

To enhance its digital customer support capabilities, LG Electronics launched a dedicated video consultation application called “LG Telepresence.” Designed to provide professional support through customers’ smartphones, the app enables real-time visual consultation without requiring on-site technician visits. Customers can easily install the LG Telepresence app on their smartphones, request assistance, and connect directly with professional support agents. Through live video sharing, both parties can view on-site conditions simultaneously, allowing agents to accurately diagnose issues, explain product features, and guide customers step by step through simple troubleshooting or adjustments.

Usage Details

  • Interactive Visual Communication: With RemoteCall Visual Support, agents can annotate directly on their PC screens using a mouse, and the drawings instantly appear on the customer’s smartphone display. By circling specific buttons, drawing arrows to indicate cable connections, or highlighting particular settings, agents provide precise, visual guidance—eliminating misunderstandings often caused by verbal instructions alone.
  • Dual Application Scenarios: The solution supports two primary use cases. First, customers receive real-time guidance on product features, troubleshooting, and basic operations while viewing their own appliances through live video consultation. Second, visual support enables efficient issue resolution without requiring on-site technician dispatch for minor inquiries.
  • Headquarters-to-Technician Expert Support: For overseas service operations, outsourced technicians can connect with headquarters experts via the video consultation platform to confirm accurate troubleshooting procedures. This real-time collaboration enhances diagnostic accuracy and significantly improves first-time fix rates across international markets.


LG Electronics remote support service screen



Results Achieved with RemoteCall Visual Support

The company’s global relay server infrastructure enables seamless video consultation across time zones and regions. Whether a customer in Seoul needs help with a refrigerator or a technician in Los Angeles requires expert guidance on a washing machine repair, the same high-quality video support is consistently delivered worldwide. This scalable global capability has translated into measurable operational impact. In the United States alone, approximately 2,000 service requests per month are now resolved through video consultation, generating substantial cost savings while significantly improving customer satisfaction.

1. Customer Experience Transformation

With LG Telepresence powered by RemoteCall, customers can instantly connect with support agents through their smartphones, receive real-time visual guidance, and resolve issues that once required days within approximately 10 minutes.

2. Reduced Unnecessary Visits

By remotely resolving nearly 20% of service cases that previously required on-site visits, LG Electronics significantly reduced dispatch costs and reallocated technician capacity to more complex issues requiring physical intervention.

3. First-Time Fix Rate Improvement

With accurate remote diagnosis conducted prior to dispatch, technicians arrive on-site equipped with the correct tools and replacement parts. This preparation increases first-time fix rates, reducing operational inefficiencies and customer frustration.

4. Lower Repeat Visit Rates
Pre-visit video consultation enables more precise troubleshooting, minimizing the likelihood of incomplete repairs and substantially reducing repeat visit rates and overall service processing time.

5. Decreased VOC (Voice of Customer) Complaints
As issues are accurately diagnosed and resolved more efficiently, complaints related to repair costs, service delays, and recurring failures have declined, leading to measurable improvements in customer satisfaction.

6. Enhanced Global Service Consistency
Through real-time collaboration between headquarters and overseas service partners, LG Electronics ensures consistent diagnostic standards and service quality across all markets, regardless of local technician experience levels.

7. Knowledge Transfer Mechanism
Beyond immediate issue resolution, video consultation serves as an ongoing knowledge-sharing platform. As local service partners repeatedly handle similar cases with headquarters guidance, their technical expertise improves organically, strengthening long-term service capabilities.

RemoteCall Takeaways

  1. Data-Driven Implementation: A rigorous year-long evaluation process—including consumer research and usability testing—ensured the solution aligned with real customer needs before global rollout.
  2. Enterprise-Grade Global Infrastructure: Worldwide relay servers enable seamless cross-border video consultation, supporting both direct customer engagement and technician-to-headquarters collaboration.
  3. Scalable Visual Remote Support: Real-time video sharing extends expert support to any physical environment—from simple TV setting adjustments to complex appliance diagnostics.
  4. Cost Efficiency at Scale: By eliminating approximately 20% of unnecessary dispatches and resolving over 2,000 cases per month in the U.S. alone, LG Electronics achieved substantial operational savings and optimized technician utilization.
  5. Standardized Global Service Quality: Headquarters-level expertise can now be delivered consistently across markets, regardless of geographic location or local partner skill variations.
  6. Measurable Customer Experience Improvement: Reduced repeat visits, faster resolution times, and improved first-time fix rates have collectively driven significant reductions in VOC and strengthened overall customer satisfaction.
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