Samsung, India’s most trusted customer electronics brand, has launched the new ‘Smart Touch Call’ service that will reduce wait time for customers when they call Samsung’s Customer Care to resolve their queries, helping them save time as they manage their work and personal responsibilities from home.

Customers calling Samsung’s Customer Care will have the option to switch to a synchronized voice and screen interface instead of a traditional call center experience. Smart Touch Call is an intuitive service experience that captures the caller’s needs and enables them to interact with the system.

Using this digital self-service option, customers will be able to find a resolution to most of their common queries such as locating the nearest service center from them, repair tracking, software updates, spare part pricing, warranty information, in-home service reservation, appointment booking, order status, product registration and several Do It Yourself product troubleshoots.

Tired of long wait time on customer service calls? Move from the traditional call menu to a visual screen interface with the new Smart Touch Call service when you dial #Samsung customer care and resolve most of your common queries in a jiffyhttps://t.co/wyHVSe44p4 pic.twitter.com/VGEk77xn53

— SamsungNewsroomIN (@SamsungNewsIN) October 20, 2021

“The Smart Touch Call service has been intelligently designed keeping in mind the current needs of our customers, helping them save their time as they juggle between multiple personal and professional roles. At Samsung, we believe in creating innovative customer-centric solutions to meet the changing needs of our users and we are confident that this new service will reduce call wait time and provide customers quick self-service options for their queries,” said Sunil Cutinha, Vice President, Customer Service, Samsung India.

How Smart Touch Call Works

Any customer who dials in to Samsung’s Customer Care (1800-5-7267864) and opts for Smart Touch Call will get an SMS or a pop-up menu while being on call. Customers can select the self-help option or select their preferred communication mode like email support, WhatsApp support, chat support or voice support. Callers can fill out a form with their details and concerns even before getting connected with a customer service agent, for faster resolution.

With Smart Touch Call, customers can expect a lower call wait time and a faster call transfer time that is caused due to wrong menu selections.

To help customers resolve their product service issues without stepping out of their homes. Samsung has recently expanded its contactless service offerings in the country with a new pick-up and drop service for smartphone and tablet devices. Customers visiting Samsung service centers can also opt for drop-only service to get their mobile devices delivered to their home post repair. The pick-up and drop service I currently available in 46 cities and can be availed by connecting with Samsung customer service on Whatsapp number 1800 5 7267864.

In addition, customers who want to visit any of Samsung’s service centres to get their smartphones and tablets repaired can book their appointments online on www.samsung-appointment.com or through the Samsung MyGalaxy App and the Samsung Members App, for a preferred day, time and location.

Samsung also offers several digital service options to its customers, helping them resolve their issues without stepping out of their homes. Customers can opt for WhatsApp, Remote Support, Live Chat, technical assistance through the call center or access do-it-yourself videos on the Samsung Website and on YouTube.

At the service centres, apart from all hygiene measures being taken at the entry points – temperature checks and hand sanitization – service counters have been equipped with sneeze guards and queue management is in place allowing only limited customers in at one time.

Samsung, India’s most trusted consumer electronics and smartphone brand, has started offering customer support through WhatsApp to provide prompt resolution to queries of consumers from the comfort of their homes. With this Samsung has strengthened its contactless customer service offerings in the country.

Samsung consumers have several contactless service options, helping them resolve their issues without stepping out of their homes. They can opt for Remote Support, Live Chat, technical assistance through the call center or access do-it-yourself videos on the Samsung Website and on YouTube.

Consumers can send a simple message on Samsung’s WhatsApp support number 1800-5-SAMSUNG (1800-5-7267864) to register for the service. On WhatsApp, they can seek technical support for any Samsung product, get information about service centre locations, status of a repair, new offers and also request for demo and installation of Samsung products they have just bought. This service is available from 9 am to 6 pm, on all days of the week.

“At Samsung, consumers are at the heart of everything we do, and we are committed to provide them with a customer first care experience through best in class services. WhatsApp support is another step we have taken to provide contactless service options to our consumers, especially in the current situation. We are confident that this will help us deepen our consumer connect while providing greater convenience to them. We are hopeful our consumers will utilize the WhatsApp support service to ensure they stay home and stay safe,” said Sunil Cutinha, Vice President, Customer Service, Samsung India.

In addition to the new WhatsApp support, Samsung offers several other digital customer service options to consumers:

• Remote Support: This is provided to all Samsung smartphone and Smart TV users. A Samsung call center agent can work on a consumer’s smart phone or smart TV remotely through the internet and diagnose the issue online to provide instant resolution. Over 70,000 queries are resolved through this service every month.

• Live Chat: Consumers can reach out to Samsung instantly on its website samsung.com/in/support where trained agents and an Artificial Intelligence (AI) based Chat Bot provide instant and accurate information for any queries 24×7, without any wait time. Over the last few months, over nine thousand queries have been resolved through this feature on an average every day.

• Technical Assistance through call center: Expert call center agents offer technical support over call. Consumers themselves follow the technical advice given to them and resolve the issue.

• Video Tips on Samsung Website & YouTube: Consumers can find amazing product care tips and do-it-yourself videos on the Samsung website and on YouTube that provide solutions to common problems. These learning videos allow concepts and ideas to actually become a recall experience.

• Samsung Members App: Samsung also has a comprehensive app called ‘Samsung Members’ with over nine million users that provides consumers with the option of live chat, placing service requests, tracking repair progress, remote support and phone diagnostics. Consumers can engage with other Samsung fans on the ‘community’ section too for self-help and product feature understanding.