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Samsung: Providing in-home support and repair services for smart TVs and home appliances

Fast service and repair for smart TVs and household appliances

Excellent service is a key part of the overall customer experience at Samsung. The global leader in consumer electronics delivers on that promise with a new in-home service operated by B2X.

What was 
our strategy?

Nowhere are customer expectations higher than in the United States. Samsung’s aim is to deliver fast service and repair to customers who need help with their TVs and household appliances. Together with B2X, Samsung implemented an in-home service solution to fix appliances directly in customers’ homes.

What was the customer experience?

Customers who need help with a Samsung smart TV or appliance can count on an outstanding service experience:

A B2X technician will be there within 72 hours and fix the appliance in the home. Since the launch of the in-home service solution in North Carolina, the onsite repair rate during the first customer visit has significantly increased resulting in a better customer experience.

Solutions we are using

B2X SUPPORT

B2X SUPPORT provides trusted and personal support and service for in-warranty and out-of-warranty incidents delivering a seamless customer service experience.

B2X REPAIR

B2X REPAIR provides a scalable repair solution for electronic products – on all technical levels at the highest quality and highest cost efficiency.

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Alexander Villanueva

Head of Sales Americas

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