Samsung, a leading name in electronics, sought to elevate its customer service while meeting strict data privacy standards. To achieve this, Samsung Spain partnered with Wavetec to deploy a digital queue system that streamlined operations and enhanced customer satisfaction.
The Challenge
Samsung faced two primary challenges:
- Service Differentiation: Premium customers with the latest high-end devices require a tailored and enhanced service experience.
- Operational Efficiency: Protecting customer data and ensuring efficient service processes were crucial.
- Branch Efficiency: Samsung needed to manage customer congestion and rework day-to-day processes for in-person service demand by introducing a virtual queuing system.
Offered Solution
Wavetec provided Samsung with a suite of solutions:
- Online Appointment Scheduling: Wavetec integrated appointment booking directly into Samsung’s website.
- WhatsApp Appointment & Ticketing Integration: Customers could manage appointments and receive digital queue tickets via WhatsApp.
- Ticketing Kiosk Integration: Wavetec’s technology-enabled seamless ticket issuance and appointment check-ins at Samsung kiosks.
- Video Call Appointments via Google Meet: Virtual appointments were introduced through Samsung’s website, integrated with Google Meet API.
- Samsung Care+ Integration: Appointments for customers with Samsung Care+ coverage are prioritized.
- Reporting & Analytics: A comprehensive dashboard offered insights into operational performance.
- Language Localization: Wavetec introduced Catalan language support across four branches and Basque in one branch, improving accessibility for regional customers.
Compliance & Security
Wavetec fulfilled Samsung’s enhanced security and data privacy requirements by providing them access to our servers, allowing them to ensure our security standards were aligned with Samsung’s expectations.
Seamless Integration with Samsung Kiosks
Wavetec worked closely with Samsung’s engineers to integrate our queue management solutions with Samsung’s kiosk systems, exemplifying a successful partnership as a registered Samsung partner.
Customer Journey
Customers can book appointments online or via WhatsApp, with premium device owners receiving prioritized service. In-store, Wavetec-powered digital kiosks ensure a smooth and secure customer experience.
- Channel Routing: Online appointment scheduling, WhatsApp queue integration, Virtual appointments via Samsung’s website
- Pre-Arrival: Appointment confirmation via WhatsApp or email (with Google Meet link for video calls), Customer data protection
- Arrival: Seamless kiosk check-ins, Ticket issuance at kiosks, Check-in with WhatsApp
- Engagement: Prioritized service for premium and Samsung Care+ customers, Real-time queue management, Remote engagement through video call appointments
- Serving: Enhanced service experience, Efficient in-store and virtual operations
- Refinement: Operational performance analytics, Continuous service improvement
The Outcome
The partnership with Wavetec led to:
- Improved Customer Experience: Enhanced services for premium customers resulted in increased satisfaction.
- Promotional Services: Customers at the branch stay updated regarding the latest promotions or services Samsung offers via WavetecCMS.
- Greater Efficiency: Optimized workflows and data privacy measures boosted operational efficiency.
Samsung’s adoption of Wavetec’s retail queue management set a new standard for customer service excellence in the electronics industry. It ensured compliance with data privacy regulations and delivered a superior customer experience.
