How Samsung is Changing the Repair Game
My brand-new washing machine decided to quit on me a couple of days ago. So, naturally, I called up Samsung's customer care. What happened next was a stroke of innovation.
I've dealt with other companies like LG and Apple for service in the past. Usually, they'd schedule an appointment, and I'd have to clear my schedule to wait at home. Then, the technician would arrive, look at the machine, and quickly fix it, often something I could've done myself if I had the right guidance and tools. I often wondered why companies weren't adopting video consultations before sending technicians out. It could save a lot of time and resources.
To my surprise, Samsung is now doing just that. The customer support executive we connected with sent us a link via SMS and asked for camera permission.
After granting it, the customer support rep could see our washing machine and guided us through some tests to see if it was a minor issue we could fix ourselves. Unfortunately, it wasn't, so we had to schedule a physical appointment.
But the real takeaway here is how technology can significantly benefit both customers and brands, especially in enhancing the post-purchase customer experience. Are you making the most of tech for your business?