News Column

Samsung introduces Vitamin app

July 7, 2014

Staff Writer

Samsung has introduced the Vitamin app for its mobile devices, to provide customer intelligence through analytics by seamlessly delivering information about the device, at the click of a button.

According to Samsung, the app helps customers gain an understanding of the various functionalities and capabilities of Samsung products, as well as enjoying a direct communication channel to Samsung.

"The Vitamins app supplies healthy and fresh information about our products, anywhere, anytime thus delivering an enhanced brand experience. Consumers can get the most up-to-date information on products by simply downloading it from the Samsung App and Google Play stores," explains Michelle Potgieter, director of corporate marketing and communications at Samsung SA.

She says the app offers a safe and convenient portal for the management of Samsung products, with a personalised support centre, empowering users to send requests, administer product warranties and track repairs.

"With this app and the improved eco-system offering, Samsung is driving customer-centricity to a whole new level of engagement."

The customer care section on the app is a one-stop shop for advice guides including frequently asked questions. Customers can use the easy-to-understand book-in service to register products for technical inquiries, service reservation and check product repair progress across the entire Samsung range.

This section also offers a more comprehensive guide to understanding a product's warranty terms and conditions, network data set-up and a daily LiveChat support feature.

The troubleshoot segment features frequently searched-for products, finding a model number and how-to guides which respond to questions varying from battery charging challenges to camera functionality, adds Samsung.

According to the smartphone company, in order to provide a value added service and further enhance the customer experience, a smart service feedback form is included for easy access to the smartcare support team.

Customers can complete the relevant information and the team will get in touch as soon as possible to assist with any suggestions and queries, it adds.

The virtual experience is an interactive step-by-step guide for customers to get more information pertaining to their devices. It is complemented by how-to videos and features capabilities to link to YouTube and other video sites for service, marketing and a host of useful clips, for an improved user experience, says Samsung.

To further improve consumer mobile communication experience, integrated within the Vitamin app is the "push" function which utilises a delivery notification system with real-time capabilities to alert the user to any software upgrades or changes on the device.

With this feature, updates are implemented for holistic brand satisfaction, without user intervention.

"Consumers are demanding more from customer service, so meeting their expectations requires an enterprise-wide understanding and commitment and Samsung is ready for this paradigm shift," says Potgieter.

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Source: ITWeb

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