Samsung has launched a new service in Canada to allow customers to request live support remotely and get devices diagnosed over the phone through video calling. Visual Support, as it's called, enables customers to access “a contactless diagnostic tool” through a Samsung expert agent without getting bogged down with technical details themselves.
Customers in Canada who want to get support through the new service can visit the official Samsung livechat website, text WE CARE (932 273), or call 1 800 SAMSUNG (1 800 726 7864). They will then receive a URL via SMS from a Samsung technical product expert, and once the link is accessed, customers only have to follow a few steps to complete the Visual Support permission process.
Once the live feed between the customer and Samsung technical product expert is established, the supporting agent can analyze Samsung products through the customer's camera feed and assess the situation visually, request more information, and guide customers.
Throughout the process, agents perform an in-depth analysis, or as in-depth as the medium allows, so they can then determine remotely whether or not a customer may require in-home repair services, thus saving them time and effort. Samsung says Visual Support is available in English and French and supports American Sign Language and Langue des Signes Québécoise.
