Samsung Service Launches Virtual Visual Support – an Instant and Contactless Diagnosis Tool for Canadians

Samsung Customer Service today announced Visual Support, a new feature for Samsung products that helps customers with a visual diagnosis of their product at their convenience. The service is currently available for Samsung Televisions and Digital Appliances.

Easy and intuitive to use, once a customer requests the Virtual Support service, a Samsung technical product expert will send a URL link via SMS message to the customer, which launches straight into the Visual Support permissions process – with no need for customers to download a separate application.

Once Visual Support permission has been granted, the supporting agent can analyze the product as seen directly through the customer’s camera. This enables the product expert to assess the situation visually, request more information from the customer, and guide them forward suggesting specific measures.

“With the launch of Visual Support, customers can now access a contactless diagnostic tool through one of Samsung’s expert agents without the hassle of handling technical details themselves,” said Frank Martino, Vice President, Corporate Service, Samsung Electronics Canada. “The in-depth analysis granted by Visual Support also means that agents can make a qualified judgments on whether or not a product needs an In-home repair, saving time and effort for the customer.”

Visual Support service also extends to sign language support as well. In partnership with Canadian Hearing Services, Visual Support features include both English and French support with American Sign Language and Langue des Signes Québécoise.

To access Visual Support or to speak with a Samsung customer service agent, visit www.samsung.com/ca/livechat, text WE CARE (932 273), or call 1 800 SAMSUNG (1 800 726 7864).

In 2022, Samsung Customer Service won the International Award for ‘Best Customer Experience in Crisis’ from the International Customer Experience Award for the company’s efforts to help Canadians stay connected with ‘Door to Door Repair Service’ and other service options available with 24/7 support online.