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THE INVESTOR
October 17, 2019
Big Reunion

Retail & Consumer

Philip Morris launches online IQOS customer service

  • PUBLISHED :September 19, 2019 - 16:18
  • UPDATED :September 19, 2019 - 16:18
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Philip Morris Korea announced on Sept. 19 that it has launched a new website for users of its heat-not-burn device IQOS.

“We launched the website for customers who need quick service anytime, anywhere. We expect that this personalized service will enable customers to resolve problems swiftly,” Chong Il-woo, managing director of Philip Morris Korea said in a statement.




On the website, customers can check detailed information about inventories of IQOS such as its color and amount of exchangeable and new items before visiting a store. The website also has a search engine, which helps customers find a center that is close by and can provide the required service most quickly.

According to the company, customers can also use Korea’s leading mobile messenger KakaoTalk to access its hotline service to get information, including instructions on how to use IQOS and ways to clean the device. This service is for customers who cannot visit the offline service center or need help during off-hours. 

Phillip Morris’ iQOS is currently estimated to have the largest market share here with 50 to 60 percent, while its competitor KT&G and British American Tobacco are expected to have around 30 and 10 percent, respectively.

By Song Seung-hyun (ssh@heraldcorp.com)

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