With the latest launch from Samsung, the Galaxy S8 has proven to be what customers want and need. With growing intensity in the competition of mobile devices, mostly smartphones, Samsung to many has become a leading brand. With its HDR or “high dynamic resolution” screen bringing photos and videos virtually across its entire display screen, this “luxury” device is sweeping over the others.

It’s like the saying goes; however, “looks aren’t everything”. The Galaxy S8 not only has been visually delightful, but the way this product launch has been from a customer service perspective, has carrier agents demonstrating leadership in customer experience and creating an in-depth support system that is working greatly.

Prioritizing the Customer Experience

The common ideas and goals of customer service are to be the solution to a customer’s problem. Sounds simple enough, but what if businesses can concentrate on providing supportive tools that educate customers on their favorite devices? To aim for a more desirable customer support system instead of complaint calls that most of the time can go nowhere.

The advancement of technology has provided innovative customer service methods such as the evolution of online chatbots by means of artificial intelligence and online self-support materials for an even better experience for customers.

On account of the carriers’ support strategy for the Galaxy S8, it is wise to stop and observe their techniques as they can be lessons of future customer experience strategies.

Making Use of Intelligent Resources

The carriers‘ ability to forecast customer needs improves their customer support and strategies for upcoming products and launches. To successfully hit their target areas, they dive into the past history, or data, of their consumer products and pinpoint what specific product support was needed from different customers and demographics in their target market.

Take a look at two smartphone customers. One customer is a fitness enthusiast and the other is an avid reader. With health apps, such as Samsung Health, these customers will most likely need assistance in how to monitor their health and fitness activity and sync their GearFit tracker. Let’s look at the avid reader. Many reading-based tablets offer apps to reach their downloaded books onto smartphones so customers can read whenever and wherever if their tablet isn’t with them. These customers will most likely look up FAQs and how-to tutorials in order to successfully transfer their data over with little to no hassle.

The Galaxy S8 Launch

The launch of Samsung’s latest trend had many wanting a look at their newest features. With new applications and cosmetics of the device, especially Bixby, an intelligent assistant, we had hopes for its reveal.

Unfortunately, Bixby was not ready on launch day, which carrier agents then decided to shift into the security of the S8 and security support information.

However, even with the absence of Bixby, a collection of user downloads on support materials revealed just how much of an impact Bixby was, taking almost half of the downloads.

Even with the focus on security, it still was considered not a top customer interest compared to general inquiries of the S8.

Large portions of other ranges of customer support were also to make an extensive appearance and self-help solutions for the S8 launch, yet the newest perks of the S8 spread the notion of how much predictive analytics is needed in order to follow customer support trends and modify customer support systems.

Machine Learning Leading Upcoming Launches

Making an insightful and helpful customer experience rewards companies with positive acknowledgment from current customers and draws in more customers within their target market. Everything falls into what strategy a company uses to guarantee brand reliability when a brand adds another device to their product line.

Effective launches are impossible without customer understanding, and to assemble customer knowledge is the ability to use past data, machine learning, and the following of customer service trends.

The carrier agents’ ability to attract with these benefits suggests how successful they can be when presenting unrivaled products and building up their omni-channel methods to customer support and the broader customer experience.

Interesting Links:

Subscribe to our digital news and awards updates here

Subscribe

About The Author

CEO of DeviceBits

JC Ramey has built a career in enterprise software and telecommunications. Starting in research and development of 3G and 4G wireless networks at Bell Labs, he has moved in his career to the executive ranks of both private and publically held companies based in Silicon Valley. Today he focuses on the rapidly growing market of predictive support solutions and niche data products to drive change in both large and small businesses. His expertise in commercializing and operational efficiency of software products has led to the successful acquisition of four ventures in the past decade. At DeviceBits, he is the Chief Executive Officer and Founder, where he is focused on rapidly expanding the brand value of the organization. Today he is building a world class team based in Columbus to serve the needs of the entire mobile landscape.