At Coway, we established Service Lab to design and improve customer experience. The Service Lab operates under the slogan “see from the customer’s perspective and innovate their experience through new ideas”. By understanding their perspectives, we turn their negative experience into a positive one and gain competitive advantages in the market by commercializing the experience they have in our brand.
01Divided into 4 areas: CX* Report, CX Research, CX Project, and CX Platform.
* CX : Customer Experience
02Define and perform our key tasks such as customer experience analysis on new product/service, CS Barometer with real-time access to service status, service research activities, service innovation projects, and customer experience innovation forum.
In July, 2017, we established “REDcap” to innovate customer experience and implement customer-oriented business management. As an organization fully prepared to meet the needs of our customers, they handle complaints and provide service on site in case of emergency.
To make sure that REDcap is operated efficiently, we have changed our system so that emergency issues that may affect safety and health are handled within 24 hours. We also have a Blue Whistle system to keep REDcap informed of any emergency situation and complaints identified during the service for immediate action.
