HT Bureau
GUWAHATI, July 7: Samsung, the largest consumer electronics brand in India, has introduced its Digital Service Centre, an all-encompassing platform designed to offer consumers a personalised customer service experience for their Samsung products.
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To access the Digital Service Centre, consumers can visit the support menu on the official Samsung website at https://www.samsung.com/in or directly log in to www.samsungdigitalservicecentre.com.
The Digital Service Centre provides tailored support based on the individual needs of consumers once they log in to their Samsung account. This includes a simplified user navigation journey, easy access to self-help content categorised by product type, do-it-yourself (DIY) videos specific to each product category, a mobile app experience, and a consolidated page displaying model-specific repair and spare part prices.
The DIY videos available through the platform enable consumers to find resolutions to various product-related issues. These videos cover topics such as utilising the screen mirroring feature on Samsung TVs, connecting a Soundbar to the TV, installing a Samsung semi-automatic washing machine, setting up the Freestyle projector, or utilising the auto restart feature on Samsung Galaxy smartphones.
Within the Digital Service Centre, consumers can book appointments for priority service at service centres, take advantage of pick-up and drop-off services, locate nearby service centres, access warranty policies, track repairs, obtain information about service costs, schedule callback requests through remote and visual support, and receive software updates.
“At Samsung, we have always believed in catering to the evolving needs of customers. The Digital Service Centre is a step towards simplifying post-purchase services and providing personalised support to our consumers. We understand that to fully empower consumers, they need to be offered easy access to a digitalised ecosystem. The platform boasts easy navigation for consumers and also provides them access to product-specific DIY videos, helping them resolve their queries with ease,” said Sunil Cutinha, vice president, Customer Service, Samsung India.
Additionally, the Digital Service Centre offers access to several other digital service options provided by Samsung, enabling customers to resolve issues without leaving their homes. These options include WhatsApp support, remote support, technical assistance through the call centre, and access to DIY videos on the Samsung website and YouTube.
Samsung also operates the ‘Smart Touch Call’ service, which minimises wait times for customers when contacting Samsung’s Customer Care to resolve their queries. Customers have the option to switch to a synchronised voice and screen interface instead of the traditional call centre experience. Smart Touch Call provides an intuitive service experience that captures the caller’s needs and allows them to interact with the system efficiently
