Highlighting our leadership in Customer Service technology innovation, Samsung Electronics America’s Customer Care division recently received a Gold Best Innovation in CX (Customer Experience) (Over 10,000 employees) award from the 2022 International Customer Experience Awards. This honor recognizes Customer Care’s innovations and goal of providing best-in-class customer support via text messaging.

Texting is now a daily part of life for most US consumers. We often converse with friends, family, and co-workers via texting more than we speak on the phone or face-to-face. Samsung’s customers in the US can get support at their pace, wherever they are, 24/7/365. By using “Call or Text us at 1-800-SAMSUNG,” they can start their support case, take breaks, and pick back up when they are ready – all without starting over.

“The changes made over the last year have resulted in more than a million US consumers receiving ‘best-in-class’ support via text messaging,” said Mark Williams, Senior Vice President of Samsung Customer Care. “We’re truly honored to be recognized by the International Customer Experience Awards. At Samsung, we are committed to providing effortless and innovative service experiences that give our customers clear reasons to choose Samsung – time and time again.”

Customer Care’s continuous efforts to enhance the digital customer experience also achieved two Bronze awards for Best Digital Customer Experience (over 1,000 employees) and CX Team of the year (B2C – Business to Consumer). These honors come on the heels of the Customer Care division’s recognition by Newsweek and inclusion on “Newsweek’s America’s Best Customer Service 2023” list in the Online Home Goods Consumer Electronics category, as well as its #1 rating for “Overall Product Quality and Service” for TVs and Home Appliances in the 2022 American Customer Satisfaction Index Survey.1, 2

For more information on the 2022 International Customer Experience Awards, visit https://internationalcxaward.com/

To experience our text message support, simply text your needs to 1-800-SAMSUNG (1-800-726-78646) the next time you need help with one of our products!

1 Based on the 2022 American Customer Satisfaction Index survey of customers rating their own appliances.
2 Samsung tied with three other brands for Service Quality.