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Samsung: In-store consultants provide superior customer care for Galaxy smartphones and tablets

Premium service as a competitive advantage in a fast growing mobile market

Samsung offers its smartphone and tablet customers in Brazil a unique service experience in nearly 200 retail stores. Highly qualified Samsung Galaxy Consultants answer all types of questions.

What was 
our strategy?

Brazil is one of the fastest growing smartphone and tablet markets in the world. For Samsung, Brazil has long been a core market. The Korean consumer electronics giant pursues a clear strategy: differentiation through excellent service.

With an innovative service concept, customers benefit from a unique service experience. Whether there are questions before purchasing the device or help is needed with repairs, the Samsung Galaxy Consultants are available as a personal guide.

What Samsung says:

“Together with B2X, we have implemented a premium in-shop service concept called Samsung Galaxy Consultant. Our consultants are present in nearly 200 retail stores across Brazil.”

Luiz Xavier,
Service Director Brazil, Samsung

What was the client experience?

Samsung has chosen B2X as its exclusive service partner. B2X takes full responsibility for operating the innovative in-store service concept and rolling out the new after-sales solution throughout Brazil.

Within a very short period of time, 200 service experts have been trained and certified and since then, they’ve been active in nearly 200 retail stores. If smartphone and tablet customers need fast, personal help, they can now turn to a Samsung Galaxy Consultant directly in the store.

Solutions used:

B2X Instore and Retail Solutions

The power of on-the-spot customer service in retail and sales stores is a powerful driver of compelling customer experiences.

B2X Walk-in Service Center Solutions

Leverage the power of personal walk-in center service experience from providing technical advice to genuine break/fix repair services.

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Thomas Skorzewski

VP Business Development and Sales

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