Dyson announced on September 7 that it has unveiled a new global customer support policy called 'Never Without Your Dyson.' The initiative focuses on integrating intelligent diagnostics, proactive product management, and expert assistance into a single service framework.
According to Dyson, customer service requests in South Korea have decreased by approximately 90% over the past three years, with the average service processing time reduced from over 10 days to about 2.5 days. The insights and experiences gained in South Korea have been incorporated into this global policy.
Online support will also be expanded. Customers can access 24/7 assistance for product usage, troubleshooting, and maintenance through an AI chatbot on the website and app. By connecting the 'MyDyson' app with connected products, users can monitor product status and maintenance schedules.
For first-time users, Dyson offers a 'Dyson Concierge' service. This includes one-on-one online consultations with Dyson experts to guide customers through installation, product setup, and feature utilization. Currently, this service is available for select robotic vacuum models.
In offline support, Dyson is enhancing diagnostic and repair services provided by professional engineers. If repairs cannot be completed within 72 hours, customers will receive a free loaner product until their repairs are finished. To date, approximately 43,000 products have been loaned through this program in South Korea, which is the first customer support service of its kind trialed globally by Dyson.
Dyson will also gradually introduce the 'Dyson Total Restore' service in South Korea, which helps customers maintain their products for long-term use. This service includes product condition checks, thorough cleaning, airflow and battery inspections, and replacement of genuine parts when necessary.
Tom Moody, Dyson's Chief Customer Officer, stated, "Insights gained from our customers in South Korea have played a crucial role in extending customer support from purchase through usage and maintenance. We aim to implement this globally so that customers can receive the support they need anytime, anywhere."
* This article has been translated by AI.
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