Samsung service center near me

Ambar Vinayak Mohite
Nov 6 · 4 min read

Samsung introduced a visual support service

Samsung Electronics is known for its industry-leading array of devices, from smartphones to smart home products that use the latest technology for optimal consumer convenience. But although the advantages and benefits of such advanced functions are obvious, in the event of a problem it is often difficult for the user to accurately detail complex problem situations using only an oral description, which subsequently affects the effectiveness of the recommendations of the CS consultant.

To mitigate this problem for consumers, Samsung Electronics for the first time this year introduced a visual support service as part of its Global Contact Center offer.

Just one click for comprehensive visual support

Samsung Global Contact Center Visual Support is a more personalized customer support form where a consultant can provide advice based on actual visual data about a vulnerable product provided by the user.

Simple and intuitive to use, after the customer or consultant requests it, the consultant will send the client a URL link through an SMS message that immediately starts the Visual Support permission process — users do not need to download a separate application.

Many customers have already expressed their satisfaction with this innovative service; in a customer satisfaction survey conducted in countries where visual support is available, the average score was 93.4, while the satisfaction rate for call-only services was 88.7.

Customer reviews so far have reflected a change in satisfaction ratings; An Australian client who used this service to fix the drainage of the washing machine noted: “I didn’t need to contact Samsung a second time by email to send the necessary photos, because the consultant had just used the photo taken during the conversation using visual support .”It was very convenient.” Another client in the Philippines explained why they rated the service 5 stars: “It’s great that Samsung offers new ways to help its customers, especially for those like me who are not particularly tech.” and I don’t know anything about non-standard washing machines. “

After the client has provided a secure Visual Support permission, the consultant at the other end of the line will be able to analyze the product visible directly through the client’s camera. This allows the consultant to more accurately assess the situation, request additional information from the client and direct him forward using specific measures.

Useful features for efficient customer service

Samsung Visual Support includes several useful features for effective and efficient consultation. Both the consultant and the client can use the mouse or finger to comment on the screen of their device, which means that both sides can indicate to the other side the specific area of ​​the product to which they refer. In addition, prior to visual support, the process of transferring the model name or product serial number — often difficult in itself — had to be done manually by the customer, but with Visual Support, this process was simple and automatic thanks to the scanning function. service.

Visual support not only allows clients and consultants to simultaneously talk on the phone and transmit streaming images, but if the lighting conditions of the product are not good, the consultant can also remotely turn on the client’s phone flashlight to better assess the situation. Images obtained by Visual Support during the consultation may also come in handy during the product repair process.

With improved troubleshooting for visual support, customers can easily and accurately get a diagnosis from one of Samsung’s consultants without having to deal with the technical and complex details of the product themselves. The in-depth analysis provided by Visual Support also means that consultants can make a qualified judgment about whether the product should really be shipped for repair, which saves the customer time and effort.

Convenient, accurate and efficient customer service

Not only customers noted their satisfaction with the service, but also Samsung consultants and repair engineers. One consultant noted that after consulting a television product that had abnormal color problems, “the customer’s request was much easier to understand when looking at the screen together than just explaining the problem by phone. For counseling, it’s much more effective to see the soundbar or monitor terminal. “ In the same way, Samsung repair engineers found that they only make house visits when they really need to, and can enter repair situations with a much more detailed understanding of the product and any questions.

With the advent of visual support, consultants can now directly evaluate the product’s environment as well as its appearance, which could not be previously verified with general telephone counseling. As a result, the accuracy of diagnostics of household appliances, which often experience problems that are not related to defects, has significantly improved.

Visual Support currently operates in 12 countries, including Korea, the USA, the UK, India, Singapore, Australia, Thailand, Vietnam, the Philippines, Malaysia, Indonesia, and New Zealand. After a positive response from customers and consultants, Samsung plans to launch the service globally by the end of the year, and also expand the range of supported products to include medical products and other products in the near future.


Originally published at https://www.affishopee.com.

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