Samsung has expanded its buyer care providers in collaboration with AT&T and launched new AI-powered instruments to reinforce assist. Acknowledging the significance of fast and dependable fixes, Samsung is aiming to supply the so-called next-generation care choices, to enhance response occasions and guarantee a handy buyer expertise.
Growth with AT&T
The South Korean large has partnered with AT&T to supply Same Unit Repair (SUR) choices, making same-day, walk-in care extra accessible; AT&T prospects can now schedule in-warranty restore appointments at almost 700 Samsung retail or uBreakiFix by Asurion places nationwide by means of AT&T Name Heart brokers.
This streamlined course of permits for sooner repairs, usually throughout the identical day, with out the necessity for information backup and switch, thus preserving the unique gadget settings and lowering e-waste. All repairs are backed by a 90-day restricted guarantee or the remaining interval of the unique guarantee.
AI-Powered Instruments for Enhanced Help
Samsung has launched AI-driven instruments to enhance the effectivity and accuracy of buyer assist — The Interactive Voice Response (IVR) system helps determine buyer intent and directs them to the suitable agent, offering insights earlier than the decision is answered.
IVR also can textual content prospects with close by service places, permit appointment bookings, present restore standing updates, and swap to SMS communication. Since 2023, over 3.5 million textual content conversations have assisted greater than 530,000 prospects, providing 24/7 entry to dwell representatives and lowering wait occasions.
The Human Ingredient in Buyer Care
Samsung emphasizes the significance of the human component in buyer care, with many customers preferring telephone or on-line chat assist.
The combination of AI goals to reinforce agent capabilities whereas sustaining customized service. Prospects can entry assist by means of numerous channels, together with the Samsung Care YouTube Channel, Samsung Members App, and Samsung Communities.
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