Samsung Using Technology to Redefine Service Delivery and Experience Across India

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Samsung, India’s largest consumer electronics and smartphone brand, has strengthened its service offerings in the country to offer delight to consumers this festive season.

Samsung is using cutting-edge technology such as Remote Support and Live Chat using an AI-based Chatbot to offer faster resolution of consumer complaints.

With India’s largest service network of over 3,300 service points including 535 customer service vans that go to all corners of the country, Samsung will ensure that consumers in major cities who buy premium products this festive season like Samsung TVs (55 inch and above), 300 liter and above Samsung refrigerators, front load washing machines and five-star inverter and Wind Free ACs, will get installation within four hours of delivery.

This festive season, Samsung has announced a wide range of exclusive deals, offers and assured gifts across its large product portfolio, valid till October 31, 2019. Through these offers, Samsung aims to make aspirational products more accessible for consumers.

“This festive season, we aim to extend best-in-class service to all our consumers with our 3,300 customer service points, including 535 customer service vans. Festive season in India is a time when people shop to upgrade their lifestyle. Our diverse product portfolio has something for everybody. Our new service offering, Live Chat along with Remote Support are part of our strategy to deepen our consumer connect and further our brand love. We wish everyone a very happy and prosperous festive season,” said Sunil Cutinha, Vice President, Customer Service, Samsung India.

Samsung’s service centers have over 10,000 specialist engineers trained at Samsung’s in-house training academies. To support the needs of its consumers, Samsung has 24×7 premium call centers that extend help in nine languages. Consumers can also seek priority services by simply booking an appointment online and schedule a visit to their nearest service center at a convenient day and time.

In addition, Samsung’s 535 customer service vans travel to every corner of the country, making Samsung’s service network the largest in this industry in India and strengthening its commitment to provide quality customer service in both urban and rural India. The service vans are equipped with multi-skilled engineers, key components, a generator set and key jigs/fixtures for providing quick response and on-the-spot resolution.

In an industry first initiative, Samsung provides interactive repair facilities for our mobile phone at all service centers across India. Mobile is repaired in front of customer leading to transparency in repair process. Further, to ensure customer satisfaction, Samsung uses its cutting-edge technology to connect and resolve their issues. Some of them are:

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

Live Chat – Customers can reach out to Samsung instantly on its website wherein trained agents and an Artificial Intelligence (AI) based Chat Bot provides instant and accurate information for any queries 24*7, without any wait time.

Video Tips on Samsung Website & YouTube – In this age of social media, it’s an advantage to provide solution to common problems and issues through tutorial videos and product care tips via platforms such as YouTube. Consumers can find amazing tips and do-it-yourself videos on YouTube that can help them resolve their issues. These learning videos allow concepts and ideas to actually become a recall experience.

As part of these efforts, Samsung also has a comprehensive app called ‘Samsung Members’ which provides customers with the option of live chat, placing service requests, tracking repair progress, remote support and phone diagnostics. Customers can engage with other Samsung fans on the ‘community’ section too.