Samsung's Call Centre launched to offer superior customer services in UAE

The call centre, which is a part of Samsung's customer relationship management (CRM) initiative, is designed to help the company understand its customers' requirements and subsequently fulfill their expectations.

The call centre, 800-SAMSUNG, is also the first in the UAE to benefit from Etisalat's upgraded service, which allows companies to register their names or services as a part of the 800-toll free dial-up number that can be accessed by simply dialing the numbers on the key pad which represent the alphabets.

Mr. Y. Y. Shin, General Manager of Samsung's Gulf Customer Satisfaction Headquarter (GCSHQ) said: "Samsung is a customer-centric company and we always aim to put the customer first in everything that we do, whether it is designing aesthetics of our sophisticated digital products or offering an easy to remember toll-free number to address queries pertaining to Samsung products. We have reaffirmed our commitment to our customers in the UAE by launching the first Samsung Call Centre. With this call centre, we aspire to be even more focused in our approach towards our valued customers and address their feedback on a one-to-one basis."

The key element of the Samsung call centre is its simplicity. Customers simply have to call 800-SAMSUNG during work hours and they will be instantly connected to the company's bilingual call agents, capable of speaking in Arabic and English languages.

Customers have everything to gain from this: they can avail assistance on different subjects, right from obtaining product information to make informed purchase decisions to logging their feedback about Samsung products and seek after sales support. Furthermore, customer can even offers suggestion on what additional features they would like to see in Samsung products, to ensure that upcoming products can be customized to include their wish-list.

The project has been initially rolled out only to customers in UAE, however in the second and the third phases, Samsung plans to extend the call centre services to customers in the GCC countries and across the Middle East region respectively.

"Samsung Electronics began to employ CRM in late 1999, in order to understand the requirements of its customers and build stronger relationships with them." Mr. Shin added.

The letters of the 800-SAMSUNG are based on combinations of numbers. So to reach the call centre, all a customer needs to remember is the correct name 'SAMSUNG' and then dial the letters on the keypad, which would translate to the numbers 800-7267864.

"Etisalat's revamped '800- My NAME' has taken an unprecedented advantage of latest technology to further enable businesses exploit marketing potential. Armed with this innovative feature, we are confident that our efficient customer service team will further establish a new benchmark in world-class customer relationship management," Mr. Srikant Gullapali, Manager, Samsung GCSHQ concluded.