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Samsung: Experience Store in Mexico City delivers top-notch customer experience with premium service

Full range of consumer electronics devices to try and buy with best-in-class service

With a premium service concept, Samsung’s Experience Store offers a comprehensive retail customer experience in Mexico City. From software configuration to express repairs on-site, service experts provide fast and competent assistance.

What was 
our strategy?

With more than 20 million people, Mexico City is one of the liveliest cities in Latin America. In the new Samsung Experience Store, people experience the full range of consumer electronics first hand.

The Experience Store sets new standards when it comes to customer care. Samsung Galaxy Consultants, which are managed by B2X, are available to answer any questions that store visitors may have.

What Samsung says:

“We want to provide premium service in the store. The service offering we have established together with B2X is a clear differentiator for our brand.”

Celso Mondragón,
Customer Service Director Mexico, ‎Samsung

What was the client experience?

With its Experience Store, Samsung is keeping a huge brand promise: premium service in store. On behalf of Samsung, B2X assumes complete responsibility for the implementation and operation of the service.

Customers that have questions and require help with their smartphone or tablet can talk directly to a consultant. The service waiting time is significantly reduced and customers benefit from the highest quality of service.

Customers can easily find the new Experience Store as well as other service locations via Samsung’s service locator.

Solutions used:

B2X SUPPORT

Help customer get the most out of their device with self-help and assisted support services.

B2X REPAIR

Repair product issues in no time with best-in-class repair and field service solutions.

B2X SMARTCARE Technology

Get on top of all service operations through our unique service management platform.

Read the full story

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Alexander Villanueva

Head of Sales Americas

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