Samsung Colombia. How B2C brands can win CX challenges

Samsung is a South Korean-headquartered global conglomerate, providing products ranging from engineering and construction services to semiconductors. It is perhaps best known for its consumer electronics division, which provides some of the world’s best-selling TVs, mobile devices, and digital appliances.

The challenge: The Covid-19 pandemic presented a number of challenges to consumer-facing brands – particularly those that previously heavily relied on in-store customer support. To ensure customer care remained at a high standard during a difficult time, Samsung needed a solution that would provide remote support and care services.

The solution: Prior to the pandemic, Samsung and Konecta had already been working together to develop tools for online and remote customer care. These plans were expedited by the introduction of lockdowns, with the top priority to translate the great experience consumers had come to expect in stores to the digital world. 

The team had to acknowledge and then bridge the gap between these two different customer care delivery models. They wanted to take this further by making the experience not only just as good, but even better wherever possible using the right digital technologies. 

Through the partnership, Samsung rolled out several tools to provide top class customer care to people using its technologies in their own homes. One of these was a remote tool through which an adviser can access a customer’s TV set or smartphone and resolve the enquiry in a simple and straightforward way. 

Our team in Konecta designed the powerful, remote support tool to make this level of customer experience possible, while also training advisers to support clients during the transition. We demonstrated that, by combining great talent and intelligent tools with your existing channels, you can significantly enhance your customer experience – just as Samsung did.

“With Konecta’s support, we have developed an online tool, where an agent can access the customer’s cell phone camera and check what is going on with their product. By doing that, this highly specialised agent manages to provide the customer with a solution from the comfort of their own home.” 

Thomas de Aquino Araujo, SVC director, Samsung 

At Konecta, we strive to guarantee our clients’ business continuity. We have to ensure the customer is able to continue operating and managing their business, whatever happens. There is a lot of pressure on all organisations around the world to become more competitive. To help them with that, we have developed a model that allows these organisations to transform their processes on a front-to-end basis, using automation, RPAs, DPAs, omnichannel, AI, and analytics technologies. These tools guarantee the customer’s experience and ensure an efficient and more competitive model for the market.

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