- Consumers have a wide range of different channels and options ensuring the quality of service
March 18, 2018
SAO PAULO - In the last two years, Samsung has expanded and remodeled its official channels to better serve its customers in Brazil, whether through the call center, email, chat, Facebook and even Twitter by direct messages (DM) as well as incorporating automation and artificial intelligence. Currently, Samsung´s customers have a wide spectrum of options and channels to solve doubts and problems.
The partnership between Samsung and Atento, the leading company in customer relationship services and business process outsourcing (CRM/BPO) in Latin America, has facilitated the evolution to a new level of service, allowing Samsung´s customers to have an even more personalized and excellent service. The objective is that custumers know and use the official channels of the company to solve problems and also to share and get answers to questions about specific products, for example.
The new Samsung´s customer relationship center set up by Atento in Brazil, has more than 1.200 workstations and has permitted to extend the call center's service hours. From now on they will be as follows: from 8 a.m. to 10 p.m., from Monday to Friday, and on Saturdays, from 9 a.m. to 6 p.m. For attention through social media, the hours are from Monday to Friday from 8:00 a.m. to 10:00 p.m., and on Saturdays from 8:00 p.m. to 3:00 p.m.
Located in Sao Paulo, the new customer relationship center encompasses customer care operations, after-sales services, back office and strategic digital solutions delivered through social media. Services range from the first point of contact with the customer to the full customer lifecycle, including monitoring and direct interactions with the customer at any time.
"Samsung always acts with the objective of satisfying the needs of its consumers, providing an excellent customer experience in all interactions from beginning to end. We closely follow the trends and needs of customers to anticipate and provide them with the best and most differentiated experience "explains Luiz Xavier, Customer Service Director of Samsung Brazil.
For Mário Câmara, Managing Director of Atento Brazil, “The new customer relationship center was designed to meet all international requirements and specifications demanded by the client. Important investments were made in infrastructure, technology and training so that Samsung provides, more and more, a unique, personalized and complete customer experience.”
According to Alejandro Reynal, Chief Executive Officer of Atento, “Atento´s investment in an increasingly digital value offer have been fundamental for the consolidation and consequent expansion of the alliance with Samsung in Brazil. Samsung is a client of reference for Atento in Brazil but also in Spain and Peru.” Mr. Reynal added," In addition, Samsung’s strengthen relationship with our Company in Brazil reinforces our commitment to a value offer based on innovation and a perfect match with today´s new consumer needs. It also reflects the avant-garde position that Atento has in its market, where it promotes and guarantees the best customer experience in an environment heavily impacted by the digital transformation".
Samsung offers more than just products so that each person can get further
Samsung, a world leader in technology, offers a portfolio of products for people to transcend their limits and barriers and achieve their dreams and goals in life. The company has innovation in its DNA and constantly invests in research and development to offer the most advanced to its users. People are the main focus of the brand and, for this reason, Samsung offers a series of services, benefits and exclusive experiences for customers through Samsung Care and Samsung Club post-sale programs, as well as music and sports events, with the Samsung Conecta, and supports projects that encourage those looking for a better future, with the Samsung Social. We do the unexpected so you can do the impossible. # DoWhatYouCan't.
For more information, access the official service channels of the brand: www.samsungcare.com.br
About Samsung Electronics Co., Ltd.
Samsung inspires the world and creates the future with innovative ideas and technologies. The company is redefining the world of televisions, smartphones, wearables, tablets, appliances, connection and memory systems, LSI system and LED solutions. For more information on the latest news, please visit the Samsung Brazil press room at http://news.samsung.com/br