Samsung Electronics Service Revamps Website... Strengthening Contactless Services

[Asia Economy Reporter Suyeon Woo] Samsung Electronics Service opened a new website on the 2nd that strengthens non-face-to-face services.

The revamped website focuses on enabling customers to conveniently use desired services such as product status checks and product purchases non-face-to-face without unnecessary in-person services.

First, a new 'Product Self-Diagnosis' feature is provided to allow customers to easily check the status of their home appliances. The 'Product Self-Diagnosis' connects the website and home appliances based on the Internet of Things (IoT), analyzing the product status in real time, suggesting solutions in case of abnormalities, and providing product management methods such as filter cleaning and consumable replacement.

Based on the product self-diagnosis results, customers can resolve issues using provided video content and customized chatbot consultations, saving time and costs from unnecessary center visits and on-site services. When on-site service is required, accurate product information and symptoms can be known in advance, improving the engineer’s work efficiency. Target products include Samsung refrigerators, washing machines, air conditioners, and dryers equipped with 'SmartThings,' with plans for continuous expansion.

Samsung Electronics Service New Homepage

Samsung Electronics Service also completely revamped the 'Online Product Mall' to allow convenient purchases of products such as air purifier filters and mobile phone cases without visiting service centers. Customers can easily purchase desired products even without knowing the product name. For example, by photographing the 'model name label' attached to an air purifier, product information such as filters matching the model is displayed as images. Customers can simply find and purchase the desired product images as if selecting items from a display shelf.

To help customers accurately find the information they want on the website, a search engine incorporating 'AI deep learning' technology was introduced. The deep learning search engine, trained on over 160,000 frequently asked questions including similar expressions, predicts the customer’s question intent and shows optimal search results.

Considering that over 70% of website visitors use mobile devices such as smartphones, a mobile-optimized application is also separately provided. Additionally, various features to enhance customer convenience on the website are offered, including personalized content recommendations based on usage analysis, location-based center finder, and easy login linked with SNS accounts.

Samsung Electronics Service stated, "We have significantly strengthened non-face-to-face service functions by closely analyzing social trends and customer needs," adding, "We will continue to strive to provide services beyond what customers want."

This content was produced with the assistance of AI translation services.