Samsung Introduces Visual Support for Customer Service
Service calls can be a challenging and tricky situation for both customers and the service reps on the line trying to walk the customer through their present troubles. Often, a service rep may find themselves offering up less-than-efficient troubleshooting solutions all because the customer can’t quite clearly verbalize what it is that’s causing their product, appliance, etc., to malfunction. Recognizing that exact type of challenge, Samsung set out to provide a solution that would make everyone’s lives easier—on both ends of the service call.
The result of that work is Samsung’s new customer service feature, Visual Support. In a statement announcing the service, Samsung explained that Visual Support is a “more personalized form of customer support” where the consultant is able to more accurately diagnose a problem and provide the best advice to the customer based on actual visuals of the affected product.
Explained simply, Visual Support gives the Samsung consultant access to the user’s smartphone camera, effectively bringing them into the room and up close and personal with the impacted product. Once the customer or consultant request the Visual Support experience, the customer receives a URL via text message that launches the Visual Support interface. The customer then grants access and permissions for the experience—which includes camera access and the ability to turn on and off the user’s smartphone flash (in case it’s hard for the service rep to see)—and then the Visual Support consultation begins.