Chatbot-based ‘A/S (After-Sales Service) Request Service’

Kiturami (CEO Choi Jae-beom) announced that Kiturami Boiler was selected as an excellent company for the second consecutive year in the ‘2022 Call Center Quality Index (KS-CQI)’ survey conducted by the Korean Standards Association.

The ‘Call Center Quality Index’ is an evaluation index model in which the Korean Standards Association measures the quality of call center consulting services at 244 companies and institutions across 59 industries in Korea. From June to August this year, the indicators were calculated by conducting a ‘telephone monitoring survey’ targeting call center agents and a ‘satisfaction survey’ targeting call center customers.

Kiturami Boiler earned consistently high scores across 39 detailed evaluation items in seven components—△core services △supplementary services △reliability △courtesy △proactiveness △ease of access, and △physical environment—and, following last year, was selected as a ‘Call Center Quality Index Excellent Company’ in the residential boiler category for the second consecutive year.

To build a top-tier customer satisfaction system, Kiturami continues to innovate its services while also working to improve its systems in order to foster a healthy consulting culture. In particular, in 2018 it became the first in the boiler industry to introduce a chatbot (an abbreviation for chatting robot) technology-based ‘KakaoTalk A/S Request Service,’ and it has continued to lead the way in enhancing customer satisfaction through ongoing upgrades.

Operating 24 hours a day with no wait times, the KakaoTalk A/S Request Service has dramatically improved customer accessibility and convenience. As of October this year, it surpassed 320,000 Plus Friends—the largest number of users in the boiler industry—establishing itself as one of Kiturami’s key service channels.

In addition, Kiturami has established various systems to protect its agents, such as mandatory allocation of agent break times and a specialized manager system for malicious complaints (ESC). It also continues its efforts to cultivate professionalism and provide customer-satisfying services through regular job training.