Samsung Electronics Service Selected as Excellent Call Center for 12 Consecutive Years in '2021 KSQI'

A Samsung Electronics Service consultant is taking a commemorative photo for being selected as an excellent call center by KSQI. (Photo by Samsung Electronics Service)

[Asia Economy Reporter Jeong Hyunjin] Samsung Electronics Service announced on the 25th that it has been selected as an excellent call center in the home appliance service sector for 12 consecutive years in the '2021 Korea Service Quality Index (KSQI)' organized by the Korea Management Association Consulting (KMAC).

In this survey, Samsung Electronics Service received perfect scores in ▲speed of connecting to consultants ▲friendly customer greetings ▲accurate and proactive guidance. A Samsung Electronics Service official said, "This is the result of continuously improving the quality of consultations at the call center by strengthening the non-face-to-face consultation system in line with recent consumer trend changes," adding, "The recent customer consultation trend is shifting simple inquiries to digital channels such as the homepage and chatbots, while more in-depth consultations and problem-solving are taking place at the call center."

Samsung Electronics Service introduced 'HRM Remote Consultation,' where consultants remotely check the status of products used by customers to conduct consultations. Consultants analyze product information based on Internet of Things (IoT) technology and remotely control the device to resolve issues without engineer dispatch service. Additionally, through the artificial intelligence (AI) chat consultation 'Chatbot Service,' customers can find center locations, check estimated repair costs, and receive product technical consultations. The chatbot has learned over 160,000 frequently asked questions based on AI deep learning technology.

Samsung Electronics Service also enhanced and newly launched homepage functions. It provides a 'Self-Diagnosis' feature that allows customers to check the status of their products on the homepage, analyzing abnormalities and suggesting solutions along with product management methods and timing such as filter cleaning and consumable replacement. Furthermore, the 'Online Product Mall' was completely revamped so that customers can purchase items like air purifier filters and phone cases without visiting service centers. By photographing the product model name label, product information suitable for the model appears as an image.

Samsung Electronics Service stated that it is also focusing on strengthening the technical capabilities of consultants. It supports consultants in acquiring professional qualifications such as consumer counselors and CS leaders and regularly conducts training on consultation techniques. Additionally, a knowledge information system producing video content on product functions and major customer inquiries has been established. Yoon Seokhan, Executive Director of Samsung Electronics Service Customer Consultation Team, said, "We will continue to pursue innovation to provide consultation services that exceed customer expectations."

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