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News : Samsung Enhances Contactless Customer Service Offerings With New WhatsApp Support

#contactcenterworld, @samsung

New Delhi, India, July 6, 2020 -- Samsung, a consumer electronics and smartphone brand in India, has started offering customer support through WhatsApp to provide prompt resolution to queries of consumers from the comfort of their homes. With this Samsung has strengthened its contactless customer service offerings in the country.

Samsung consumers have several contactless service options, helping them resolve their issues without stepping out of their homes. They can opt for Remote Support, Live Chat, technical assistance through the call center or access do-it-yourself videos on the Samsung Website and on YouTube.

Consumers can send a simple message on Samsung’s WhatsApp support number to register for the service. On WhatsApp, they can seek technical support for any Samsung product, get information about service centre locations, status of a repair, new offers and also request for demo and installation of Samsung products they have just bought. This service is available from 9 am to 6 pm, on all days of the week.

"At Samsung, consumers are at the heart of everything we do, and we are committed to provide them with a customer first care experience through best in class services. WhatsApp support is another step we have taken to provide contactless service options to our consumers, especially in the current situation. We are confident that this will help us deepen our consumer connect while providing greater convenience to them. We are hopeful our consumers will utilize the WhatsApp support service to ensure they stay home and stay safe," said Sunil Cutinha, Vice President, Customer Service, Samsung India.

In addition to the new WhatsApp support, Samsung offers several other digital customer service options to consumers:

Remote Support: This is provided to all Samsung smartphone and Smart TV users. A Samsung call center agent can work on a consumer’s smart phone or smart TV remotely through the internet and diagnose the issue online to provide instant resolution. 

Live Chat: Consumers can reach out to Samsung instantly on its website samsung.com/in/support where trained agents and an Artificial Intelligence (AI) based Chat Bot provide instant and accurate information for any queries 24×7. 

Technical Assistance through call center: Expert call center agents offer technical support over call. Consumers themselves follow the technical advice given to them and resolve the issue.

Video Tips on Samsung Website & YouTube: Consumers can find product care tips and do-it-yourself videos on the Samsung website and on YouTube that provide solutions to common problems. These learning videos allow concepts and ideas to actually become a recall experience.

Samsung Members App: Samsung also has a comprehensive app called ‘Samsung Members’ that provides consumers with the option of live chat, placing service requests, tracking repair progress, remote support and phone diagnostics. Consumers can engage with other Samsung fans on the ‘community’ section too for self-help and product feature understanding.

#contactcenterworld, @samsung

Posted by Veronica Silva Cusi, news correspondent
Source: https://news.samsung.com


About Samsung Electronics:
Company LogoSamsung Electronics Co., Ltd. is a South Korean multinational electronics company headquartered in Suwon, South Korea.
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Today's Tip of the Day - Repeat Calls

Read today's tip or listen to it on podcast.

Published: Tuesday, July 7, 2020

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2020 Buyers Guide Visual Communications

 
1.) 
Chatvisor

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

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