14-04-2022 08:47 PM in
But during a March 31st video call with experts, a recording of which was shared with The Verge, a Samsung employee described the chat platform the experts use as a “hybrid” for both customer service and sales and encouraged them to keep handling support chats even though they may not have the training.
When one expert said he wasn’t sure they should be doing customer service chats, pointing out that those chats didn’t really help with their conversion rate, she doubled down. “I want to encourage you to continue to do that.” She said providing excellent customer service would help with customer retention, which would help with the experts’ CSAT scores.
Samsung e-commerce and e-promoters sales manager Scott Walker said on the March 31st call that the sales experts should think of their customer service work as a team effort. “You kind of have to focus on the whole team intermeshed with our brand,” Walker said. If experts “make the customer really feel good about the information that you’re telling them, they’re going to come back. You may not get that sale, but somebody else will.”
While experts are supposed to get credit for a sale if a customer buys within two weeks of a chat, at least five experts told The Verge they aren’t always seeing that in practice.
Samsung refused to comment for this story after repeated requests, directing us to Ibbu. In an email to The Verge, Ibbu says that misdirected chats represent only a small percentage of customers that the sales experts handle.
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