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Immediate Success
The initial launch of Samsung Live Video Chat Support (originally named Samsung SPOT) achieved a CSAT score of 95/100 within the first three months, and did not drop below 90 in its first year. This was 15 points above the target, and became our most successful customer service tool.
With the high customer satisfaction rating, we were greenlit to integrate the service into the Samsung S+ native mobile app in 2015.
Live Video Chat Support
In 2014, I conceptualized and implemented a new live video chat support program for Samsung Customer support. Originally built on the Google Helpouts platform, I negotatied with Google to make Samsung the first corporate partner on Helpouts. After proving successful, we built a native solution on Samsung.com, and then integrated within the S+ mobile app.
Company
Samsung
Partnership
My Role
Original Concept, Project Owner, Partner Management, Training, UX Strategy, Testing, Reporting
Objectives and Goals
Samsung was on a mission to be ranked No. 1 in Customer Satisfaction in the United States. My team was dedicated to improving the Customer Service Experience, and increasing happiness while reducing product returns.
We had email, and text chat for real-time support but customers would often have trouble describing the problem or issue. These channels are also not very personal, as you cannot see or hear the person you are speaking with.
We also wanted to compete with the Apple Genius Bar, but could not achieve that scale as we did not have the physical footprint of their retail stores. This is where digital technology can help us compete, and win.
Research and Insights
Online video chat was becoming much easier to use, with the introduction of WebRTC in 2011. This peer-to-peer communication protocol allows web browsers and other applications to access camera and microphones without a plug-in or native application.
Google launched Helpouts in November 2013; a live video chat platform for experts to teach others new skills, like guitar or language arts. This was the perfect place to pilot a video chat support program for Samsung.
Face-to-Face Support
This was a really special project for me as it allowed me to showcase my creative problem solving skills, and lead a project from end-to-end across a massive corporate organization. The partnership with Google was also an opportunity to be in the room working as colleagues with the best talent in the world.
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