Samsung was able to improve their customer care, relieve pressure on their call center, and reduce their costs by using interactive videos to answer frequently asked questions.
Samsung is one of the world’s largest producers of electronic devices. They specialize in the production of a wide variety of consumer and industry electronics, including appliances, digital media devices, semiconductors, memory chips, and integrated systems.
This video is in Dutch.
From TV’s to washing machines and from phones to vacuum cleaners; Samsung provides a wide variety of products. With such a varied offering, the customer support team has a many-faceted job. When Samsung noticed that many of the questions their helpdesk employees were answering were similar, if not identical, they decided to create interactive videos to guide customers through the problem solving process.
The frequently asked questions were translated to flowcharts that laid the foundation for the interactive videos. The videos were shot by Samsung’s production partner and then, using our platform, interactivity was added.
When watching the videos, viewers are able to navigate using a menu and only watch the content relevant to them and their situation. Step by step, they’re walked through the process of solving their problem, without the need of the helpdesk. The videos are available 24/7 and allow customers to solve their questions at any time, at their own pace.
Through the analytics dashboard, statistics like clicks were measured, which were used to optimize the videos in order to help Samsung’s clients even better.
Using our Online Video Platform, Samsung managed to boost the customer satisfaction rate to 76%. As an increasing number of clients use the video to answer their questions, incoming calls have been reduced significantly.
Fill out the form and one of our video experts will happily show you around our platform and answer any questions you might have.