Samsung Electronics once again took first place with its customer service – this time in the test of the German Institute for Service Quality for smart phone manufacturers. Along with other topics the phone support in the contact center was tested.Samsung Electonics were the e only to achieve a “very good” rating and improved from 73.5 to 80.9 points out of 100 compared to the previous year.
Since 2011, CCC has been supporting Samsung Electronics as a full outsourcing partner at the locations located in Berlin, Dresden, Vienna and Paris. Currently 400 CCC staff provide 1st and 2nd level support for Samsung customers.
CCC accepts requests through all contact channels such as chat, social media, phone, fax, letter and e-mail in three languages.
Marcus Nessler, Senior Manager Customer Relations, Samsung Electronics GmbH, congratulated the CCC team for the shared success:
“Service quality is of great significance for Samsung. Even more important is the support by a competent and reliable partner like the CCC. Receiving this recognition is a great acknowledgment of our cooperation and a credit to each and every employee.”
In the actual rating from the German Institute for Service Quality the result of Samsung was
“[…] In particular the telephony service achieved an excellent result. The employees on the hotline excelled with their competence and friendliness. With waiting times around an average of just over twelve seconds Samsung positively sets itself apart from its competitors. The service by e-mail also achieved good results with an average processing time of approximately twelve hours being comparatively short. […] ”
About the service study:
The German Institute for Service Quality tested ten major smartphone manufacturers on the German market. The service quality was determined on the basis of ten telephone and e-mail tests (mystery calls and e-mails), checks of the websites by trained test users and detailed online content analysis. The focus here was among others the information value and user-friendliness. A total of 310 service contacts served as the basis for the study.
More information is available at: disq.de/2015/20150630-Smartphone-Hersteller.html
In recent years, Samsung Electronics always secured a top three placement amongst the Smartphone and computer manufacturers.