Innovating to Bring Care Even Closer to the Customer
Watch this pre-recorded presentation to hear Michael Lawder, SVP of Customer Care at Samsung, discuss how Samsung is using their loyal customers – dubbed “Samsung ambassadors” — to help other customers with their tech questions in real-time, right on their smartphone.
Key takeaways include:
– Samsung has dramatically increased deflection rates while increasing CSAT and decreasing costs
– The rollout has delivered over 90% customer satisfaction rate on the Samsung + mobile customer service application
– Only 10% of cases need to be escalated to an agent, most often for scheduling service appointments
– The importance of adopting a convenient, anytime, anywhere communication system for real-time support
