Samsung Service introduces Visual Support feature for more effective diagnosis and troubleshooting

Samsung Electronics is known for its industry-leading array of devices, from smartphones to smart home products, that harness the latest technologies for optimized consumer convenience. But while the benefits and conveniences of such advanced functionalities are clear, in the case of an issue arising, it can often be difficult for a user to accurately detail complex problem situations by verbal description alone, subsequently affecting the efficacy of a Customer Service representative’s advice.

To mitigate this problem for consumers, Samsung Customer Service is introducing Visual Support Service as part of its Customer Service offerings.

Just one click for comprehensive Visual Support

Samsung’s Visual Support Service is a more personalized form of customer support wherein a consultant is able to provide advice based on actual visuals of the affected product provided by the user.

Easy and intuitive to use, once it has been requested by the customer or consultant, the consultant will then send a URL link via SMS message to the customer which launches straight into the Visual Support permissions process – there is no need for customers to download a separate application.

Once the customer has granted Visual Support secure permission, the consultant on the other end of the line is then able to analyze a product as seen directly through the customer’s camera. This enables the consultant to more accurately assess the situation, request more information from the customer, and guide them forward with specific measures.

The quick four-step process for enabling Visual Support

Useful functionalities for effective customer care

Samsung’s Visual Support service includes several useful functions for efficient and effective consultation. Both the consultant and the customer can use a mouse or a finger to annotate their device’s screen, meaning that both parties can indicate to the other the specific area of the product they are referring to. Furthermore, prior to Visual Support, the process of conveying a product’s model name or serial number – often complex in themselves – had to be manually done by the customer, but with Visual Support, this process is an easy and automatic one thanks to the scan function of the service.

Not only does Visual Support allow customers and consultants to simultaneously speak via telephone and stream images, but if the product’s lighting environment is not good, the consultant can also remotely turn on the customer’s phone flashlight in order to better assess the situation. The images captured by Visual Support during a consultation can also come in useful further down the product repair process.

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Screens showcase what customer consultation looks like using Visual Support.

Thanks to the improved troubleshooting of Visual Support, customers can easily and accurately receive a diagnosis from one of Samsung’s consultants without having to struggle with technical and complex product details themselves. The in-depth analysis granted by Visual Support also means that consultants can make a qualified judgments on whether or not a product actually needs to be sent for repair, saving time and effort for the customer.

To start with Visual Support, call our Service Hotline at 1-800-10-726-7864 (PLDT Toll-Free) or 1-800-8-726-7864 (Globe Toll Free) or (02) 8-422-2111 (Standard Landline)