{"id":72426,"date":"2024-07-10T10:33:55","date_gmt":"2024-07-10T14:33:55","guid":{"rendered":"https:\/\/news.samsung.com\/us\/?p=72426"},"modified":"2024-07-10T10:40:34","modified_gmt":"2024-07-10T14:40:34","slug":"samsung-expands-next-generation-care-with-att-and-introduces-new-ai-powered-tools","status":"publish","type":"post","link":"https:\/\/news.samsung.com\/us\/samsung-expands-next-generation-care-att-introduces-new-ai-powered-tools\/","title":{"rendered":"Samsung Expands Next-Generation Care with AT&T and Introduces New AI-Powered Tools"},"content":{"rendered":"

Samsung<\/a> products are an integral part of people\u2019s lives \u2014 and when their devices aren\u2019t working, our customers want quick and reliable fixes. We’ve always prioritized delivering customer-first Care<\/a> experiences to help them get back on track swiftly when the unexpected happens.<\/p>\n

Consumers today, especially younger generations, emphasize the need for a human interaction in customer care. While there is excitement about the efficiencies things like AI advancements will bring, 73% of consumers say companies are becoming too impersonal when it comes to connecting with their consumers indicating a strong desire for human connection, based on internal Samsung research in March 2024.<\/p>\n

\u201cWe are listening to what our customers want and we\u2019re investing significantly in new innovations to provide next-generation care options, speed up response times, and offer even more convenient access for product support,\u201d said Mark Williams, Vice President of Customer Care for Samsung Electronics America. \u201cIntroducing new partnerships and using AI-powered tools to further enhance the capabilities of our agents, allows for more efficient and effective experiences, extending our commitment to exceptional Care.\u201d<\/p>\n

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Expanding Care Options with AT&T <\/strong><\/h5>\n

We\u2019re making same-day, walk-in care more accessible for Galaxy users<\/a> who choose AT&T as their mobile network carrier. We\u2019re excited to announce our agreement with AT&T to bring Same Unit Repair<\/a> (SUR) options to AT&T customers, providing them with more choices for mobile phone repair. Today, in lieu of requesting a device exchange, AT&T Call Center agents can schedule in-warranty, walk-in service<\/a> repair appointments directly <\/em>at nearly 700 Samsung retail or uBreakiFix by Asurion locations nationwide. By removing extra steps and streamlining the process, booking an in-warranty mobile phone repair is now easier, so AT&T customers can get back up and running quickly, often in the same day.<\/p>\n

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Knowing that devices are very personal, Samsung prioritizes SUR. Whereas others may simply swap a consumer\u2019s device for a comparable new or refurbished unit, Samsung works hard to fix the consumer\u2019s specific device and repair it to factory quality condition. For added peace of mind, every repair is backed by a 90-day limited warranty or the remaining period of the original warranty. Samsung Authorized Service Centers employ Samsung-certified technicians and use Samsung genuine parts to repair consumers\u2019 devices. In addition, with SUR, typically no data backup and transfer is needed, so valuable time is not wasted setting up the phone all over again, as with a replacement phone. Plus, SUR is more sustainable by helping to reduce the amount of e-waste.<\/p>\n

\u201cAt AT&T, we\u2019re making access to Samsung device repairs even easier, so our customers can quickly get back to what matters most to them. By proactively streamlining the process, we\u2019re minimizing downtime and maximizing convenience for our customers, who are central to everything we do,” said Amanda Cacheris, Vice President of Features, AT&T.<\/p>\n

“By collaborating with AT&T, we were able to create a seamless system integration solution for better customer support,” stated Mario De Castro, Head of Mobile eXperience Customer Care at Samsung Electronics America. “Together, we strive to make device repairs simple, accessible, and result in the best possible outcome for our customers.”<\/p>\n

Benefits of Walk-In Service:<\/p>\n