At Coway, we focus on the innovation of our service to provide unparalleled customer experience while adding more services to our Heart Service as part of our customer care program.
In addition to the basic Cody care service, we provide such services as Cody-on, Special Care, and IoCare product innovation and after-sale care service as part of our new Heart Service.
Coway "Cody-On Service" is designed to visualize and provide the details of product inspection at a glance through mobile devices. Previously, it was difficult for our Codys to explain their service results to customers after conducting Heart Service. However, with the Cody-On Service, customers can understand the outcome of the service they carried out. It also provides a quick service preview in advance through notifications.
As part of our "Special Care Service", we replace parts of water purification systems. Previously, we provided this service for rental customers after 29 months of use. As of May 2017, this service applied to all models on cold/hot/purified water flow, tubing and faucet. Our specialized service engineers known as "Special Doctors" visit customers and conduct necessary maintenance including check-up, sanitation, cleaning and replacement of parts.
Business Case
At Coway, we take a survey on our Heart Service to identify their level of satisfaction and monitor feedback as part of "After-Sale Service". We introduced a one-stop quality assurance system from complaints handling to follow-up on improvement. In addition, our Quality Committee consisting of managers in charge or product development, production, customer service and quality control carries out improvements while enhancing our competitive advantages in service through real-time management based on IoCare.
