Samsung is always at the forefront of innovation and customer-centric initiatives, solidifying its position as a leading brand for Malaysian consumers
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| Teng Kah Wee, Head of Customer Satisfaction, Samsung Malaysia Electronics receiving the awards. |
Samsung Malaysia Electronics’ commitment to the highest levels of customer satisfaction and continuous enhancement of its customer service programmes have enabled the company to clinch a double victory at the Asian Experience Awards 2023. Samsung was awarded Malaysia Brand Experience of the Year – Electronics and Malaysia Service Experience of the Year – Electronics.
“At Samsung, we always put our customers at the forefront of everything we do. We are pleased to be recognised for our efforts towards delivering excellence in brand and service experiences with these awards,” says Teng Kah Wee, Head of Customer Satisfaction, Samsung Malaysia Electronics. “We will continue to invest in customer-centric innovation to remain the top choice among Malaysian consumers and further strengthen their trust in the brand.”
To ensure a seamless and satisfying experience for customers throughout their ownership of Samsung devices and appliances, the company has been diligently upgrading its customer service initiatives. This includes the strategic expansion of its multichannel network to offer personalised support that caters to the varying needs and preferences of customers.
A total of 24 mobile and 90 home appliance walk-in service centres nationwide provide greater convenience to customers, regardless of their location. Customers have easy access to professional technicians who can provide speedy and efficient solutions.
Samsung Malaysia’s 24/7 care lines is reinforced with the introduction of a dedicated hotline for premier service inquiries on the Galaxy Z Fold and Galaxy Z Flip, underlining its commitment to customers’ specialised needs. Additionally, the Live Chat platform offers real-time, human support via text messages.
To enhance diagnostic accuracy, the company has introduced its innovative remote management and visual support. This advanced system is particularly beneficial for non-defect-related issues, which are common with home appliances.
The Samsung Members app is a one-stop portal that offers comprehensive and exclusive customer care services, simplifying device setup, management, and optimisation. It is also the platform where Samsung Malaysia provides exclusive experiences, merchandise, and promos, specially curated for #GalaxyTroop.
In line with its commitment to customer satisfaction, Samsung Malaysia stands behind its products by offering a manufacturer’s warranty on all its devices and appliances. Customers can easily check the warranty status and initiate claims, receiving guidance and support throughout the process.
