Samsung revamps service centers with lounge-style spaces and quicker support

Samsung is redesigning its service centers to improve smartphone customer service. This change will create a smooth process from service to sales, strengthening Samsung’s after-sales support with a focus on customer care. The upgraded centers will have sofa-style seating with built-in wireless charging, creating a lounge-like space. Redesigned accessory walls will display Samsung’s wearables, and large digital screens will showcase the latest products for an interactive experience.
The service centers will feature dedicated kiosks that will help customers connect with support specialists, explore new products, and learn about offers and discounts. Customers will be able to schedule visits in advance via an online appointment system, reducing wait times.
Samsung, in a press release, said “Designed to deliver an integrated omni-channel experience, the remodelled service centres incorporate advanced digitalised processes to cater to evolving expectations of Samsung’s young and dynamic customer base.”
“They not only boast a diverse product portfolio but also lead the way in technological innovation with advanced diagnostic tools that detect issues with pin-point accuracy,” it further added.
Sunil Cutinha, VP, Customer Satisfaction, Samsung India said “Over the decades, we have expanded a robust network of service centres to support our existing customer base which is concurrent to the needs of our sales partners. As consumer expectations evolve every day, we wanted to transform these spaces by infusing youthful and efficient design elements to make them more appealing, while keeping traditional customer needs in mind. At the heart of this is Samsung’s commitment to providing a premium experience to its customers”.
Samsung has over 3,000 service touch points in India, including service centers, resident engineers, and collection points. The redesigned service centers will be introduced in phases across key cities.