In terms of mobile devices, customers put quite a lot of consideration into their buy, typically pushed by worth, product high quality and a very good fame for buyer care. Actually, 9 out of 10 smartphone prospects usually tend to purchase from a model that gives good customer support.1
Underscoring the corporate’s efforts in product high quality and repair, Samsung Electronics America achieved #1 buyer satisfaction and #1 general service high quality amongst 5G cellular units within the 2024 American Customer Satisfaction Index Survey. The Index relies on buyer scores of their very own cellular units and identifies the business leaders they acknowledge for excellence in product and repair high quality. Amongst 5G phones, Samsung additionally achieved high scores for general high quality, product high quality, and screen performance.
“Individuals keep in mind while you care for them. That’s why we’re investing so deeply in our buyer care expertise to assist them get again up and working quicker when the sudden occurs,” stated Mark Williams, Vice President of Buyer Care at Samsung Electronics America. “We’re proud that the ACSI outcomes present how our prospects acknowledge not solely Samsung’s dedication to going above and past for them, but additionally the prime quality of our cellular units.”
Handy Care in Extra Places & Languages
In line with Samsung analysis, 76% of individuals say quick access to customer support and speedy options are the highest elements that impression their choice to purchase a brand new product.2 Over the previous a number of years, Samsung has grown its service community, reaching #1 Quality and Service Coverage within the U.S. for mobile devices.3 Immediately, greater than 9,000 Samsung Cell-certified technicians within the U.S. provide handy walk-in, mail-in and We Come to You restore choices.
In 2024, we’ll construct upon our Batteries Plus partnership to supply much more handy in-warranty walk-in service for Galaxy smartphone repairs, typically accomplished on the identical day. We are going to work with our companions to scale the variety of Samsung Authorized Care locations much more to cowl 84% of the U.S. inhabitants with same-day in-warranty cellular restore, prioritizing locations that shouldn’t have present Samsung Care choices and enabling extra folks to conveniently entry high quality care within the cities the place they stay and work.
“It’s an honor to have a good time alongside Samsung as these outcomes are usually not simply an acknowledgment of their dedication to excellence, however a testomony to the collaborative efforts shared amongst companions like Batteries Plus,” stated Derek Detenber, Chief Advertising and Merchandising Officer of Batteries Plus. “At Batteries Plus, our objective is to repeatedly foster robust relationships between companions and customers alike, guaranteeing that each interplay in our shops displays our dedication to service and satisfaction.”
Along with comfort and velocity, 73% of individuals say that, in terms of buyer satisfaction, having simply accessible stay help with representatives.4 To supply quicker entry on-the-go, Samsung prospects can entry Samsung Care by way of SMS textual content messaging to 1 800 SAMSUNG. Since 2023, we’ve engaged in over 3.5 million conversations by way of textual content message, helping greater than 530,000 prospects with their product care wants. With only a easy textual content, prospects can attain a stay consultant 24/7 from wherever they’re, lowering lengthy wait occasions or a number of calls. The dialog could be paused and restarted on the buyer’s comfort, and the knowledge is saved within the chat so it doesn’t must be repeated every time.
Moreover, Samsung is enhancing the care expertise much more by extending SMS textual content messaging capabilities to incorporate Spanish language help via AI translation companies. Now, Samsung Care is ready to shortly acknowledge and translate conversations between Spanish-speaking prospects and English-speaking representatives to supply higher help to extra folks. The providing acquired a 2024 Excellence in Buyer Service Award from Business Intelligence Group and a Gold Award for Innovation in Buyer Service from the 2024 Stevie Awards.
For extra on Samsung Care, go to Samsung.com.
Want help from the Samsung Care Workforce? Go to the Samsung Care YouTube Channel, take a look at the Samsung Members App and Samsung Communities or name or textual content 1-800-SAMSUNG to begin a dialog with a Samsung Care consultant.
