Care
Samsung se Posiciona como el #1 en Satisfacción al Cliente y Calidad de Servicio en Basic para Móviles 5G
5/14/2024
On the subject of mobile devices, customers put a variety of consideration into their buy, usually pushed by worth, product high quality and an excellent repute for buyer care. The truth is, 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 total service high quality amongst 5G cellular gadgets within the 2024 American Customer Satisfaction Index Survey. The Index is predicated on buyer scores of their very own cellular gadgets and identifies the business leaders they acknowledge for excellence in product and repair high quality. Amongst 5G phones, Samsung additionally achieved high scores for total 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 operating sooner 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 in addition the prime quality of our cellular gadgets.”
Handy Care in Extra Places & Languages
In keeping with Samsung analysis, 76% of individuals say quick access to customer support and speedy options are the highest elements that affect their choice to purchase a brand new product.2 Over the previous a number of years, Samsung has grown its service community, attaining #1 Quality and Service Coverage within the U.S. for mobile devices.3 At this time, 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, usually 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 would not have current 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 usually are 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 aim is to repeatedly foster robust relationships between companions and customers 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, relating to buyer satisfaction, having simply accessible stay help with representatives.4 To offer 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, aiding 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, decreasing 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 providers. Now, Samsung Care is ready to rapidly 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, try the Samsung Members App and Samsung Communities or name or textual content 1-800-SAMSUNG to begin a dialog with a Samsung Care consultant.
