Since its inception as a humble trading company in 1938, Samsung has gradually evolved into one of the world’s leading technology giants. And thanks to its continuous innovation and its passion for excellence, Samsung has managed to become a critical player which shapes the future of technology and lifestyle across the globe. During the growth history of Samsung, an unignorable part is the development of Samsung Electronics.
Samsung Electronics, whose revenue accounts for 70% of the total revenue of Samsung group, is well-known as a multinational major appliance and consumer electronics corporation, providing a wide range of electronic products, including mobile phones, laptops, televisions, digital screens and more.
Popular with consumers worldwide, Samsung Electronics deeply recognizes the importance of customer service, so it has promised “Always Here for You” to customers. And that’s also why Samsung Customer Service has continued to expand its range of offerings to ensure that customers can enjoy plenty of services. In this way, customers can always get the right care they need for Samsung every time.
Image Source: Samsung Newsroom
Samsung has a comprehensive and mature customer service and support system, which covers product support, order support, repair support and beyond, aiming at ensuring customers’ experience at every stage of their purchasing.
Also, its customer support form varies— Samsung Care, official service centers, FAQs, how-to videos, live chat…… Customers can always gain help from Samsung through the form that suits them best.
Faced with hundreds of thousands of inquiries and consultations every day, Samsung urgently needed a powerful platform for assistance, so that it can maintain its customer service level and further improve its quality and efficiency. Therefore, Samsung chose to collaborate with Sobot, an all-in-one contact center provider.
With its all-in-one solution, Sobot has helped Samsung realize data connectivity, and serve its customers in a united, intelligent and targeted way. Throughout the whole process of collaboration, Sobot constantly supports Samsung in several aspects.
Unify All Channels and Products for Omnichannel Service
As a consumer-oriented B2C company, Samsung attaches great importance to its retail and e-commerce business. Samsung Electronics has its own official online shopping website, in which all products are shown and sold to customers.
During the purchasing process, customers need to turn to agents for help frequently, but their consultation channels vary—some from the official shopping website itself, some from phone calls, some from social media or other forms. Sobot well integrates all channels in a united platform, relieving agents from switching among different operation systems when encountering customers from different channels.
Besides, Sobot’s united platform integrates all customer contact products that could be used during the service process, including chatbot, live chat, ticketing system, call center and more. That means, in this multifunctional platform, human agents can enjoy chatbot’s assistance, answer customers’ questions in text and voice, as well as transfer ticketing at the same time. In this way, businesses are able to provide omnichannel service to their customers effectively, dramatically streamlining agents’ workflow and enhancing the overall customer experience.
Integrate Various Systems for Data Connectivity
For Samsung’s customer service agents, it’s necessary to know the detailed information of customers and the products they’re interested in, so that they can address customers’ issues accurately.
Sobot’s platform helps Samsung overcome data fragmentation, making it convenient for agents to see all historical chats and phone calls of customers. Agents can thereby know customers’ previous questions and tackling results, which is helpful to avoid asking repetitive questions and improving efficiency.
Also, Sobot has integrated its customer contact platform with various systems internally and externally, such as ERP system, ticketing system and shopping order system, which contributes to both information connectivity and team collaboration. For example, due to the integration with shopping order system, agents can clearly see customers’ ordering information, thus better serving them in after-sale stage, like returning and exchanging products, refunding, logistics query and more. And due to the integration with ticketing system, agents can directly send the unsolved issues to the person in charge within the platform, omitting the process of transferring tickets manually through email.
Adjust Service Approach for Intelligent and Customized Service
Customer service can always be better. For businesses, it’s highly significant to adjust their customer service way in proper time. And the key to appropriate adjustments is finding the existing problems.
For Samsung’s agents, they were once burdened with the task of responding to repetitive questions; and for customers, there was no distinction in service between VIP and ordinary customers, so the customer experience was not so good.
Sobot assisted Samsung in making its customer service more intelligent and customized. By integrating with the order system, Sobot’s chatbot can gather contextual information, predict customer needs, and efficiently address some common and frequently asked questions. This approach significantly liberated human agents from answering repetitive questions, enabling Samsung’s agents to spend their time and expertise in more complicated and valuable work.
In addition, for VIP customers, Samsung provided video customer service, aiming at clarifying VIP customers’ needs and better solving their problems. VIP customers can enjoy such customized service and have better customer experience, which is beneficial for Samsung in customer loyalty improvement and customer maintenance.
Offer Full-cycle Support with a Professional Team
Sobot is more than a contact center provider—It supports Samsung during the whole process with its professional team.
Before the project formally started, Sobot provided consultation to Samsung Electronics, so as to find and analyze the existing problems, and give a comprehensive solution accordingly.
During the collaboration process, Sobot helped Samsung with deployment, private cloud development, product testing, implementation, operation training and more.
And after the delivery of the whole solution, Samsung could also enjoy the daily inspection and maintenance service of Sobot.
So Samsung can always turn to Sobot for help whenever it has confusions or problems, making all issues solved timely and accurately.
With Sobot’s all-in-one solution, Samsung Electronics has witnessed 30% increase in agent efficiency and its CSAT reached 97%.
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