Care
Samsung se Posiciona como el #1 en Satisfacción al Cliente y Calidad de Servicio en Common para Móviles 5G
5/14/2024
On the subject of cellular gadgets, shoppers put plenty of consideration into their buy, usually pushed by worth, product high quality and a great fame for buyer care. In truth, 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 gadgets within the 2024 American Buyer Satisfaction Index Survey. The Index is predicated on buyer rankings of their very own cellular gadgets and identifies the business leaders they acknowledge for excellence in product and repair high quality. Amongst 5G telephones, Samsung additionally achieved high scores for general high quality, product high quality, and display screen efficiency.
“Folks keep in mind once you care for them. That’s why we’re investing so deeply in our buyer care expertise to assist them get again up and operating sooner when the surprising 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 in addition the top quality of our cellular gadgets.”
Handy Care in Extra Places & Languages
In response to Samsung analysis, 76% of individuals say easy accessibility to customer support and speedy options are the highest elements that affect their determination to purchase a brand new product.2 Over the previous a number of years, Samsung has grown its service community, attaining #1 High quality and Service Protection within the U.S. for cellular gadgets.3 At the moment, greater than 9,000 Samsung Cellular-certified technicians within the U.S. supply 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, usually accomplished on the identical day. We’ll work with our companions to scale the variety of Samsung Licensed Care areas much more to cowl 84% of the U.S. inhabitants with same-day in-warranty cellular restore, prioritizing locations that do not need current Samsung Care choices and enabling extra individuals to conveniently entry high quality care within the cities the place they stay and work.
“It’s an honor to have fun alongside Samsung as these outcomes will not be 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 marketing and Merchandising Officer of Batteries Plus. “At Batteries Plus, our objective is to repeatedly foster robust relationships between companions and shoppers alike, making certain 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 assist with representatives.4 To supply sooner 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 instances or a number of calls. The dialog might be paused and restarted on the buyer’s comfort, and the data is saved within the chat so it doesn’t should be repeated every time.
Moreover, Samsung is enhancing the care expertise much more by extending SMS textual content messaging capabilities to incorporate Spanish language assist 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 assist to extra individuals. The providing acquired a 2024 Excellence in Buyer Service Award from Enterprise 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 assist from the Samsung Care Workforce? Go to the Samsung Care YouTube Channel, try the Samsung Members App and Samsung Communities or name or textual content 1-800-SAMSUNG to start out a dialog with a Samsung Care consultant.
