Hoy en día debido a la crisis sanitaria que enfrentamos son muchas las marcas que han optado por tomar medidas para adaptar los canales y métodos de atención. Esto para proporcionar a los consumidores todo el apoyo necesario cuando demandan servicio técnico, y es que el consumidor en la era COVID-19 ha cambiado sus hábitos -prefieren el contacto no presencial- y esto requiere que las compañías dirijan sus esfuerzos hacia los canales de atención online.
Lo cierto es que con las cuarentenas establecidas en comunas a lo largo del país, la gran mayoría de las tiendas han permanecido cerradas. Al mismo tiempo, las personas están más tiempo en sus pantallas y dada la pandemia están más en contacto con sus productos de tecnología, lo que ha hecho que en Samsung Electronics Chile hayamos reforzado nuestro servicio de Remote Support.
Frente a esto, desde nuestra compañía hemos apostado por reforzar las instalaciones remotas para todas las líneas de productos. Pero, ¿en la práctica cómo se traduce esto? Este servicio proporciona la guía y el soporte correcto al usuario final para que pueda usar su dispositivo sin la necesidad de recibir a un tercero en el hogar- independiente de la antigüedad de los productos o donde lo hayan comprado-.
Asimismo, nuestro Call center está preparado con contenidos y guías para brindar a los clientes un proceso de configuración fácil y rápido para que tengan la seguridad de hacerlo correctamente por sí mismos.
Nuestro desafío no es otro que entregar a nuestros consumidores toda la información necesaria para que puedan resolver sus problemas técnicos en el menor tiempo posible, entregándoles una experiencia segura y personalizada desde casa. De este modo la tecnología continuará siendo su mejor aliado.
Por Bernardita Orellana, Gerente de Comunicaciones en Samsung Electronics Chile
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