[Edaily Reporter Kwon Oh Seok ] DaelimTrading(006570), a company specializing in bathroom and kitchen building materials, has rolled up its sleeves to boost customer satisfaction by combining its nationwide offline service network with a 24-hour artificial intelligence (AI) consultation system. The company’s strategy is to solidify its brand competitiveness not only through product sales but also through thorough after-sales service (A/S).

DaelimTrading announced on the 15th that, to minimize customer inconvenience regarding after-sales service, it has systematically operated designated service centers by region nationwide while fully implementing AI voice bots and chatbots to streamline the service process—from initial reception to on-site resolution.
Currently, DaelimTrading operates a total of 44 designated A/S service centers nationwide, including 25 in the Seoul Metropolitan Area, 12 in the Yeongnam region, and 7 in the Central region. Through these locations, the company provides personalized service and operates an on-site resolution system based on the principle of completing service within 48 hours of receiving a request. In fact, the “next-day resolution rate”—where action is taken immediately the day after a service request is made—reaches 95%.
In addition, the company has integrated AI voicebots and chatbots into its ChannelTalk-based unified customer service environment to establish a 24-hour, seamless response system. This two-track strategy involves AI automatically handling simple and repetitive inquiries immediately, while cases requiring specialized on-site assistance are promptly referred to designated service centers.
The effectiveness of this approach is clearly demonstrated by the numbers. Of the 100,320 customer inquiries received by DaelimTrading in the first half of this year (January–June), 36,095—approximately 36% of the total—were handled by AI voicebots and chatbots. The cumulative response rate for all inquiries during this period reached 92%, and it soared to 96% in April and May, when demand was particularly high.
Thorough, data-driven quality control is another notable aspect. DaelimTrading has enhanced transparency by maintaining a 98% rate of service history uploads to the system. The “revisit prevention rate”—which refers to the percentage of cases where issues are fully resolved in a single visit, thereby eliminating customer inconvenience—also remains high at 97%. Furthermore, the company handles after-sales service requests and on-site dispatch not only for its own products but also for external partner brands such as Ewha TNC.
A DaelimTrading official emphasized, “Just as important as the product’s inherent quality, the speed and accuracy of after-sales service following a purchase are key indicators that determine customer satisfaction.” The official added, “By organically linking our 44 designated service centers nationwide with our AI smart consultation system, we will elevate our response speed and service quality to the next level, and we will continuously refine our on-site systems by leveraging our accumulated data.”