CUCKOO International (Mal) Sdn Bhd
Awards:
2021
About CUCKOO International
Established in 2014, CUCKOO International’s journey began with the introduction of the CUCKOO brand, a well-known home appliance brand from South Korea, to Malaysians. With a passion to deliver Beyond Standards products and services, as well as to provide a one-stop healthy home solution to all, CUCKOO International positions itself as a Healthy Home Creator with the support of its brands - CUCKOO, WonderLab and WonderKlean.Through this, CUCKOO International has grown to serve and improve the living standards of over 4 million household users. The growth of the company stems from its holistic, innovative and Beyond Standards healthy home offerings and people, who work hard to deliver Beyond Standards customer experiences.
The CUCKOO Family – People Power
A people-centred company, CUCKOO International places people first in all its decisions and considerations as it recognises the power of people or humanistic touch in ensuring a Beyond Standards experience. Empowering its employees to do so, the CUCKOO Natural Executives, a network of sales professionals stationed across the nation, would take proactive actions to listen to consumers’ needs, and advise customers on the best suited products and services. More than just doing sales, these individuals are passionate people who aim to elevate the living standards of others. Using the power of people, CUCKOO’s Natural Executives has been making lasting positive relationship with customers, impacting the homes of Malaysians positively.Service Must Have Standards – CUCKOO Healthy Home Service Team
CUCKOO International places great emphasis on its aftersales service. This service, known as the CUCKOO Natural Care Service, is powered by over 2,000 professionally trained service specialists who is dedicated at providing the best possible service. Visiting customer periodically to keep in touch with customers, the service specialists would also ensure that customer’s CUCKOO product remains in the best working condition.Guided by the ‘Service Must Have Standards’ philosophy, CUCKOO’s service specialists, also known as Natural Doctor and Natural Doctress, would attend to each product service with extreme care using state-of-the-art tools, and even go the extra mile by providing added-value care services such as sterilising customer’s kitchen sink and chopping board. The service team also provides up to 30km off road services. Most recently, the company has also expanded its services through the launch of the WonderKlean brand. WonderKlean, through its service specialists known as home care doctors, provides a variety of home care services such as indoor disinfection as well as washing machine, kitchen appliances and mattress cleaning services.
CUCKOO Listens
CUCKOO’s friendly representatives are readily available to assist CUCKOO customers and fans on any queries or feedbacks via the official careline. An AI chatbot on CUCKOO’s website has also been developed to provide greater convenience for customers, ensuring a much shorter response time and providing more accurate findings or solutions for any questions raised throughout the day. These efforts ensure that all customers and potential customers can have their queries addressed before purchasing a product and to make informed decision before purchasing; and to receive and act on feedback given soonest.Building Lasting Relationships – CUCKOO Connects
CUCKOO International has developed a mobile application, CUCKOO+, to continue maintaining a close relationship with existing customers. Through CUCKOO+, care messages will also be shared from time to time. Customers could also collect points for rewards redemptions through CUCKOO+. CUCKOO customers are also invited to join activities organised by CUCKOO. Most notably, CUCKOO have invited customers to join in various concerts featuring local artists. As a personal gesture, the CUCKOO service and sales personnel would also send customers birthday cards or gifts on their birthday and would also call customers from time to time to check on customers’ products.The CUCKOO Journey – A Customer Journey Unlike Others
Customers who are new to the brand could conveniently reach out to CUCKOO’s Natural Executives stationed at any of the 500+ CUCKOO Brandstores and Brandkiosks located in most malls nationwide. Information are also readily available via the CUCKOO’s official website, social media pages and CUCKOO E-Brandstore, the online sales platform. Upon understanding the product, purchases can be done anytime, anywhere online via the CUCKOO E-Brandstore. Ensuring convenience, customers could pay in any of their preferred payment method – debit or credit cards or even E-wallets. This cashless system ensures transparency and eliminates the risk of scams.To arrange for service appointment, an in-web self-appointment option is provided to customers, giving customers greater options to arrange for a service appointment at their convenience. With a dedicated service team, the first in the industry to have a team solely focused on service (no sales), customers would be also ensured of a Beyond Standards service. Should customers require assistance, they could also reach out easily via any of the communication channels that are readily available via its Careline, online live chat with the AI chatbot or social media. Always ready to assist, the communication channels were open even during the Movement Control Order.