Customer Service Activities
Customer Service
Samsung Electronics aims to maximize customer satisfaction by delivering the best possible service, responding promptly and effectively to customer needs. Our customer service system incorporates AI analysis technology to improve the accuracy and speed of repairs, while also offering personalized emotional care. Additionally, we track service progress in real time through system integration.
As of the end of 2024, we operate 12,925 service centers across 217 countries to assist customers with product repairs. In addition, various consultation channels are available for submitting service requests and providing product feedback. Our website offers detailed instructions on how to use each channel. Customer needs and requests submitted through our specialized consultation channels, including chatbots, remote consultations, email, phone, and sign language support, are shared across our divisions to improve our products and services.
- Service Requests and Product Inquiries
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- Contact center: Phone, chat, email consultations and remote support
- Samsung.com Support menu: Self-check, product instructions
- In-store assistance: Galaxy Consultants
- Samsung Members application
- Product Repairs
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- Customer Service Center visits
- Home-visit repairs, pickup repairs, etc.
To offer customers more repair options, we operate a self-repair program that provides genuine parts, repair tools, and manuals. This program has been available for models sold since July 2021. It was launched in the United States in 2022, and expanded to South Korea, Europe, and Latin America in 2023. In South Korea, customers can purchase self-repair parts and tools through Samsung Electronics service centers or the Samsung Electronics Service website's consumables shop. Abroad, customers can purchase these items directly from the Samsung.com. Manuals are also available for easy download on the website.
Service Quality Improvement
We create guides on the standards and processes for service centers and call centers and share them with all our subsidiaries within and outside South Korea through our company-wide service standard system to ensure standardized service. Each local subsidiary tailors these global guidelines to suit local market needs and provides training based on localized manuals.
| Service Standards | Details |
|---|---|
| Service Standard Manual | Manuals for service processes: Contact center, service requests, technical training, repairs, result reporting, follow-up calls, billing, dispute resolution, etc. |
| In-Store Service Guide | Guidelines for adding in-store service features: Definition of in-store services, service features, layout, etc. |
| Technical Guide | Technical guidelines for product repairs |
We also conduct regular evaluations of service centers to assess their compliance with service standards, technical expertise, repair equipment, infrastructure, materials management, and financial stability. Improvement goals are established based on the size of each service center, and we provide incentives such as higher service fees or excellence awards based on the achievement of these goals.
We operate training programs for service center managers and repair technicians to provide consistent repair services to customers. These programs cover topics such as understanding product functionality and structure, repair techniques for new models, and customer service. Depending on the country and product characteristics, training is delivered either through remote video sessions or in-person classes. Employees can also access training videos and technical materials through the company’s internal system.
In 2024, a total of 5,940 training courses were offered through Samsung Business Academy, our global technical training management system for service operations. A total of 42,249 trainees completed these courses. Furthermore, repair technicians who were newly hired or whose repair authorization was due to expire within three months received training to obtain their certification. By the end of December 2024, over 90% of the 31,825 overseas repair technicians had obtained repair authorization.
Customer Communication
We have diversified our Voice of the Customer (VOC) channels to include call centers, our website, email, external websites, and more, to capture and address various customer issues related to product purchases, usage, and repairs. Each channel operates under defined operating procedures, and incoming VOCs are collected in real time and promptly processed through our integrated global VOC management system. This system ensures efficient sharing, analysis, and utilization of VOC data across relevant departments.
We regularly conduct customer satisfaction surveys for service users through email, our website, and other channels. The results are shared with relevant departments, which then take action to improve areas with low satisfaction or limited competitiveness. In 2024, we launched a platform for consultation satisfaction surveys, and by 2025, a repair satisfaction survey platform will be built to enable more systematic management of both consultation and repair satisfaction.
