How Samsung Transformed Their Customer Support

Posted by Directly

Innovating to Bring Care Even Closer to the Customer

Watch this pre-recorded presentation to hear from Michael Lawder, SVP of Customer Care at Samsung, discuss how Samsung is using their loyal customers, who are avid product users – dubbed “Samsung ambassadors” — to help other customers with their tech questions in real-time, right on their smartphone.

Key takeaways include:

- Samsung has dramatically reduced response times while increasing CSAT and decreasing costs

- The rollout has delivered over 90% customer satisfaction rate on the Samsung + mobile customer service application

- Only 10% of cases need to be escalated to an agent, most often for scheduling service appointments

- The importance of adopting a convenient, anytime, anywhere communication system for real-time support