Samsung’s Visual Support service is part of its Global Contact Center offering, bringing a more personalised form of customer support wherein a consultant is able to provide advice based on actual visuals of the affected product provided by the user.
Easy and intuitive to use, once it has been requested by the customer or consultant, the consultant will then send a URL link via SMS message to the customer which launches straight into the Visual Support permissions process – there is no need for customers to download a separate application.
Once the customer has granted Visual Support secure permission, the consultant on the other end of the line is then able to analyse a product as seen directly through the customer’s camera. This enables the consultant to more accurately assess the situation, request more information from the customer and guide them forward with specific measures.
Samsung’s Visual Support service includes several useful functions for efficient and effective consultation. Both the consultant and the customer can use a mouse or a finger to annotate their device’s screen, meaning that both parties can indicate to the other the specific area of the product they are referring to.
Furthermore, prior to Visual Support, the process of conveying a product’s model name or serial number – often complex in themselves – had to be manually done by the customer, but with Visual Support this process is an easy and automatic one thanks to the scan function of the service.
Not only does Visual Support allow customers and consultants to simultaneously speak via telephone and stream images, but if the product’s lighting environment is not good, the consultant can also remotely turn on the customer’s phone flashlight in order to better assess the situation. The images captured by Visual Support during a consultation can also come in useful further down the product repair process.
Due to the improved troubleshooting of Visual Support, customers can easily and accurately receive a diagnosis from one of Samsung’s consultants without having to struggle with technical and complex product details themselves.
The in-depth analysis granted by Visual Support also means that consultants can make qualified judgements on whether or not a product actually needs to be sent for repair, saving time and effort for the customer.
Visual Support is currently operating in 12 countries including Korea, the USA, the UK, India, Singapore, Australia, Thailand, Vietnam, the Philippines, Malaysia, Indonesia and New Zealand.
Samsung plans to launch the service globally by the end of the year, as well as to grow the supported product lineup to include medical device products and others in the near future.