Care
Samsung se Posiciona como el #1 en Satisfacción al Cliente y Calidad de Servicio en Basic para Móviles 5G
5/14/2024
In the case of mobile devices, shoppers put lots of consideration into their buy, typically pushed by value, product high quality and a very good repute for buyer care. In actual fact, 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 relies on buyer rankings of their very own cell units 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.
“Folks bear in mind while you deal with 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 clients acknowledge not solely Samsung’s dedication to going above and past for them, but in addition the top quality of our cell units.”
Handy Care in Extra Places & Languages
Based on Samsung analysis, 76% of individuals say quick access to customer support and speedy options are the highest components that impression their choice 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 At this time, greater than 9,000 Samsung Cellular-certified technicians within the U.S. supply 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, typically 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 cell restore, prioritizing locations that don’t have present Samsung Care choices and enabling extra individuals to conveniently entry high quality care within the cities the place they stay and work.
“It’s an honor to rejoice alongside Samsung as these outcomes are usually 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 marketing and Merchandising Officer of Batteries Plus. “At Batteries Plus, our aim is to repeatedly foster robust 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, in terms of buyer satisfaction, having simply accessible stay assist with representatives.4 To supply sooner entry on-the-go, Samsung clients can entry Samsung Care through SMS textual content messaging to 1 800 SAMSUNG. Since 2023, we’ve engaged in over 3.5 million conversations through textual content message, helping greater than 530,000 clients with their product care wants. With only a easy textual content, clients can attain a stay consultant 24/7 from wherever they’re, decreasing lengthy wait occasions or a number of calls. The dialog might be paused and restarted on the buyer’s comfort, and the data 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 assist by AI translation companies. Now, Samsung Care is ready to shortly acknowledge and translate conversations between Spanish-speaking clients and English-speaking representatives to supply higher assist to extra individuals. 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 assist from the Samsung Care Crew? 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.