interactive video views
customer satisfaction rate
average resolution rate

About Samsung

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.

Industry Electronics
Company size 280,000+ employees
Headquarters South Korea


Reduce phone traffic to the call center
Increase the number of satisfied customers

Why Samsung chose to work with us

At Samsung, we started with interactive video in 2014. For us this really was the next step in online customer service and it suits our strategy to deliver strong Samsung Support. Together with Blue Billywig we started with a great pilot. At this moment the interactive videos are a stable part of our digital customer service strategy. Blue Billywig helps us and proactively thinks of ways to enhance our current results.

Sarie Jacobs, Online Support Manager at Samsung

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Watch Samsung's video in action

This video is in Dutch.

How Samsung uses our Online Video Platform

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.

Flowcharts & production

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.

FAQ videos

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.

Analytics & Optimization

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.

What Samsung has achieved

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.