Samsung Appliance Users Can Now Take Photos Of Their Issues To Send To Customer Support

Posted: Jul 29 2019, 6:21am CDT | by , in Technology News

 

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Samsung appliance users can now take photos of their issues to send to customer support
Photo by Samsung

The service is now available to customers across 12 countries.

Samsung Electronics, one of the leaders of home appliances, is now introducing a new way for customers to report product issues: by photos.

The move is a step away from the traditional reporting of customer concerns and complaints that are done by sending emails or by speaking to phone representatives describing the technical problem.

Today, Samsung has announced the new visual support feature, which the South Korean tech giant said, is aimed at a more effective diagnosis and troubleshooting between customers and Samsung’s line of customer service representatives.

The company, which rivals Apple in the world of smartphones, is also dedicated to its home appliances lineup of products.

Samsung said it aims to make it easier for its consumers to report problems with their appliances by allowing them to take photos of the issues with their appliances when directed remotely by a Samsung call center agent. During a call to discuss a product issue, the Samsung representative will send a URL link to a customer, which they will use to launch the Visual Support permission process.

Apart from taking photos of a certain appliance’s issues, customers will also be asked to take the product’s serial number and model number, among other information. This way, a Samsung consultant can easily provide advice based on the photos sent by the customers.

Samsung said it has already started testing the service from some markets, and customers have rated the service with an average score of 93.4, up from the call-only service satisfaction score of 88.7.

The Visual Support service has been rolled across 12 countries including Korea, the U.S., the U.K., India, Singapore, Australia, Thailand, Vietnam, the Philippines, Malaysia, Indonesia and New Zealand.

Samsung said it plans to expand the service globally by the end of the year.

This story may contain affiliate links.

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<a href="/latest_stories/all/all/81" rel="author">Mandy Jean</a>
Mandy covers the latest news in Tech and Business.

 

 

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