Samsung Electronics Service, Awarded 'Top Company' for Call Center Quality Index 4 Years in a Row

Selected as the 'Best Company in Home Appliances Sector' with Differentiated Consulting Service

A Samsung Electronics Service representative is consulting on home appliances. / Provided by Samsung Electronics Service

[Asia Economy Reporter Kim Pyeonghwa] Samsung Electronics Service announced on the 28th that it has been selected as the best company in the home appliance sector for four consecutive years in the '2022 KS-CQI (Call Center Quality Index)'. KS-CQI is an index that measures the service quality of call centers by conducting 'phone monitoring evaluations' and 'satisfaction surveys' on 209 companies across 59 industries by the Korea Standards Association.

In this year's survey, Samsung Electronics Service received high scores in areas such as differentiated service and proactiveness in resolving customer inquiries, earning the top company award. This is the result of strengthening non-face-to-face consultations such as chatbots and remote consultations, considering the increasing demand for non-face-to-face services from customers.

Samsung Electronics Service is increasing the utilization of chatbots so that customers can easily check the information they want without restrictions of time and place. To make it easier for customers to use chatbots, access routes are continuously being expanded through the Samsung Members app, SmartThings app, KakaoTalk, and visible ARS. As a result, recent chatbot users have increased by about 20% compared to the previous year.

Consultants are also seeing increased usage of the remote diagnosis service for home appliances (HRM) based on the SmartThings app, which remotely checks the product status. As the application of SmartThings to Samsung Electronics home appliances expands, customers using remote diagnosis have increased by about 30% compared to the previous year.

Yoon Seokhan, head of the Customer Consultation Team at Samsung Electronics Service, said, "We will continue to closely analyze customer demand and strive to provide essential services."

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