Care
Samsung se Posiciona como el #1 en Satisfacción al Cliente y Calidad de Servicio en Common para Móviles 5G
5/14/2024
In the case of mobile devices, shoppers put quite a lot of consideration into their buy, usually pushed by value, product high quality and a superb popularity for buyer care. In reality, 9 out of 10 smartphone clients 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 cell units within the 2024 American Customer Satisfaction Index Survey. The Index is predicated on buyer rankings of their very own cell units and identifies the trade 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.
“Folks keep in mind if 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 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 clients acknowledge not solely Samsung’s dedication to going above and past for them, but in addition the prime quality of our cell units.”
Handy Care in Extra Areas & Languages
Based on Samsung analysis, 76% of individuals say quick access to customer support and speedy options are the highest elements that impression their resolution 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 Right this moment, greater than 9,000 Samsung Cellular-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’ll 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 cell restore, prioritizing locations that do not need present Samsung Care choices and enabling extra folks to conveniently entry high quality care within the cities the place they dwell and work.
“It’s an honor to have a good time 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 Merchandising Officer of Batteries Plus. “At Batteries Plus, our aim is to repeatedly foster sturdy 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, with regards to buyer satisfaction, having simply accessible dwell help with representatives.4 To supply sooner entry on-the-go, Samsung clients 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 clients with their product care wants. With only a easy textual content, clients can attain a dwell consultant 24/7 from wherever they’re, lowering lengthy wait instances or a number of calls. The dialog will 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 help via AI translation providers. Now, Samsung Care is ready to rapidly acknowledge and translate conversations between Spanish-speaking clients and English-speaking representatives to supply higher help to extra folks. The providing obtained 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 start out a dialog with a Samsung Care consultant.
