Selected as the Best Company in Expert and Customer Satisfaction Survey Hosted by Korea Standards Association
A Samsung Electronics Service consultant is conducting a customer consultation. [Photo by Samsung Electronics Service]
[Asia Economy Reporter Kim Heung-soon] Samsung Electronics Service announced on the 28th that it received the highest rating in the home appliances and mobile phone categories of the '2021 Call Center Quality Index (KS-CQI)' organized by the Korea Standards Association.
KS-CQI is a system that measures the service quality level of call centers by integrating 'expert phone monitoring evaluation' and 'customer satisfaction survey of call center users' across 52 industries and 183 companies.
In this survey, Samsung Electronics Service received the highest scores in multiple evaluation categories such as friendly and trustworthy responses and proactive explanations, and was selected as the best company in both the 'home appliances and mobile phone categories.'
Samsung Electronics Service operates its call center 24 hours a day, 365 days a year to allow customers to conveniently receive product consultations. Dedicated consultants specialized by product, such as refrigerators, washing machines, and TVs, are assigned to respond to customer inquiries.
The website has also been completely revamped to enhance the convenience of using non-face-to-face services. By using the 'Product Self-Diagnosis' function on the website, customers can diagnose whether there is an issue with the product and receive solutions, as well as easily check product management methods such as the timing for consumable replacements and filter cleaning.
Additionally, through the AI chat consultation service 'Chatbot,' customers can use desired services such as booking on-site service and checking estimated repair costs without restrictions of time and place. The chatbot, which has learned from over 160,000 consultation data based on artificial intelligence (AI) deep learning technology, predicts the intent of customer questions and provides optimal information. Furthermore, the 'HRM Remote Consultation' service is also operated to quickly resolve customer inconveniences remotely.
Samsung Electronics Service emphasized, "We actively support obtaining professional counseling qualifications such as psychological counselors and consumer counselors so that consultants can empathize with customers' situations and provide consultation services tailored to their level."
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