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Samsung is introducing a Visual Support service to help with troubleshooting

By Aaron Yip & Tim Augustin - on 3 Sep 2019, 6:43pm

Samsung is introducing a Visual Support service to help with troubleshooting

Samsung Electronics Singapore has recently announced a Visual Support service as part of its Contact Centre offerings. This is meant to help users who have trouble accurately describing any issues they have with a product verbally. 

The Visual Support service will offer users troubleshooting advice from a consultant based on actual imagery of the product. You also won’t have to download an entirely separate mobile app just for help and support anymore, either. Users can simply request support from the Samsung Contact Centre directly. A URL link that goes straight to the Visual Support service will then be sent to the user via a simple text.

So, how does it work? Essentially, you start video streaming on your phone with a consultant, aiming the camera at whatever product you need help with. From there, the Visual Support service comes with a couple of functions to help you out:

  • Both you and the consultant can annotate the screen and highlight certain parts of the product. 

  • The Visual Support service can simply scan the product’s model name and serial number, so users don’t have to dig around for that information. 

  • While streaming, users and consultants can capture images of the product to use later in the process of repairing the product. 

  • Consultants can remotely turn on the phone’s flashlight to see better in low-light environments. 

We’ve now moved beyond simple phone calls for customer service, it seems. Technology!