Samsung Introduces Visual Support for Customer Service
Service calls can be a challenging and tricky situation for both customers and the service reps on the line trying to walk the customer through their present troubles. Often, a service rep may find themselves offering up less-than-efficient troubleshooting solutions all because the customer can’t quite clearly verbalize what it is that’s causing their product, appliance, etc., to malfunction. Recognizing that exact type of challenge, Samsung set out to provide a solution that would make everyone’s lives easier—on both ends of the service call.
The result of that work is Samsung’s new customer service feature, Visual Support. In a statement announcing the service, Samsung explained that Visual Support is a “more personalized form of customer support” where the consultant is able to more accurately diagnose a problem and provide the best advice to the customer based on actual visuals of the affected product.
Explained simply, Visual Support gives the Samsung consultant access to the user’s smartphone camera, effectively bringing them into the room and up close and personal with the impacted product. Once the customer or consultant request the Visual Support experience, the customer receives a URL via text message that launches the Visual Support interface. The customer then grants access and permissions for the experience—which includes camera access and the ability to turn on and off the user’s smartphone flash (in case it’s hard for the service rep to see)—and then the Visual Support consultation begins.
Some of the other features and efficiencies include the ability to annotate on the devices screen, which allows both parties on the call to identify specific areas on the product that they’re referring to; and the ability for the support consultant to get an accurate product name and serial number, so they can quickly figure out the exact product that they’re dealing with.
Aside from seeing improved customer satisfaction ratings, the Visual Support system has a number of other benefits for Samsung and their service reps. Namely, the company can save time and money by dispatching fewer technicians. Visual Support helps make clear exactly what’s going on with a product so that Samsung can make more accurate determinations as to whether it’s worth sending a technician to the customer’s home or not. Additionally, Visual Support lets the Samsung support team assess the product’s environment as well as its appearance—something that’s not so easy to do on a general phone consultation. As such, the company noted that the accuracy of diagnoses on home appliance products in particular, which often experience non-defect-related issues, has significantly improved.
Visual Support has been operating in 12 countries around the globe on a trial basis, including the U.S., Korea, the U.K., India, Singapore, Australia, Thailand, Vietnam, the Philippines, Malaysia, Indonesia, and New Zealand. Samsung said that, after the favorable response from customers and consultants, they plan to launch the service globally by the end of the year. Additionally, they expect to expand the supported product lineup to include medial devices and other products in the near future.