Instant and Contactless Diagnosis Tool
Samsung Customer Service is introducing the Visual Support service as a component of its customer service offerings. Visual Support enables customer service agents to visually examine a product or installation site remotely during a real-time consultation with you, through your phone’s camera. The goal is to help you communicate more effectively with the agent so they can better understand the issue you are trying to troubleshoot that otherwise may be more difficult to convey with words alone.
Just one click for comprehensive Visual Support
A quick four-step process for enabling Visual Support
SMS sent to Customer's Phone
The agent will send a URL link via SMS message to the customer which when clicked launches the Visual Support permissions process - there is no need to download a separate application.
Customer Allows Permission
Once the customer has granted Visual Support secure permission, the agent is able to examine a product as seen directly through the customer's camera.
Visual Support Activated
Visual Support helps the agent to better assess the situation, including by requesting more information from the customer, and providing guidance to the customer through specific directions.
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