The ‘KS–CQI (Korean Standard Contact Service Quality Index)’ survey, conducted by the Korean Standards Association, selected Samsung Electronics as a ‘2022 Call Center Quality Index.’ While the omen took place Samsung was able to maintain the legacy from the years.
Korean Standard Contact Service Quality Index survey
The survey has been conducted through the ‘phone monitoring evaluation’ and ‘satisfaction survey’ to measure the tendencies of the organization where the Samsung rock. This survey has tallied 59 industries and 209 companies’ potency in order to select quality service of call centers. Samsung picked the best out of all by getting high scores in many evaluation categories such as friendly response, proactive explanation, and providing differentiated services.
As the Korean Samsung Newsroom source said Chatbots and remote counseling are some kinds of non-face-to-face counseling that constantly gain enhancement was great in demand and it is receiving a great response. This year non-face-to-face service usage rate has greatly improved on comparing the previous response.
The number of chatbot users also increased by about 20% compared to last year. Samsung Electronics Services is increasing the use of chatbots so that customers can easily check the information they want without the time and place restrictions.
Through big data analysis, it provides the most frequently searched information by customers in a timely manner. Including self-inspection of air conditioners in summer and how to use a Kimchi Refrigerator for Kimchi, it provides timely information.
Samsung Electronics Call Center Quality service
In the making of the easy term to use a chatbot, the access route is also continuously expanding. This also includes the Samsung Members app, SmartThings app, KakaoTalk, and Visible ARS.
Customers can solve problems without a business trip service, saving time and money. SmartThings application for home appliances is expanding all of the where. Customers using remote diagnosis also increased by more than 30% compared to last year. Customers used to use SmartThings to use the ‘Home Appliance Remote Management (HRM)’. That is developed with Samsung’s unique technology by a counselor to remotely check the condition of the product and take immediate action.
Consultants use technical terms and particular parts’ names with the customers which easy to reflect on or fetch the situation. Once the consultation did the whole content that would be helpful to send it via SMS. This is to support the customer to find and utilize the necessary content.
Seok-Han Yoon, managing director of Samsung Electronics Service’s customer service team said in the contrast.
“We would like to thank our customers for choosing us as the best call center quality company.”
Conclusion…
As the source assertive, Samsung Electronics Service also introduced a ‘sign language consultation’ service for hearing and speech-impaired customers this year. Sign language consultation is also available when visiting a service center or applying for engineer travel services. So, the tool can help bridge barriers between people who can speak verbally and people who cannot.
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