Samsung Malaysia Electronics Wins Both Brand and Service Experience of the Year at Asian Experience Awards

It has been at the forefront of innovation and customer-centric initiatives, solidifying its position as a leading brand in the Malaysian market.

Samsung Malaysia Electronics bagged a double victory at the Asian Experience Awards 2023, where the company was recognised as both the Malaysia Brand Experience of the Year - Electronics and the Malaysia Service Experience of the Year - Electronics for its commitment to customer satisfaction and continuous enhancement of its customer service programmes.

Over the past 30 years, Samsung Malaysia has been operating as the marketing and sales arm of Samsung Electronics in Malaysia, overseeing customer service, marketing, and sales operations.

To ensure a seamless and satisfying experience for customers throughout their ownership of Samsung devices and appliances, the company has been diligently upgrading its customer service programmes.

One of the cornerstones of this initiative has been the expansion of our service network, both online and in-shop, across the entire country. This strategic move aims to provide greater convenience to customers, regardless of their location in Malaysia.

Our comprehensive service network encompasses a multichannel approach, including service centres, a 24/7 care line, Live Chat support, the Samsung Members application, and the Samsung official website. These channels offer personalised support to cater to customers with varying needs and preferences.

With a total of 24 walk-in handphone service centres and 90 home appliance service centres spread across Malaysia, our customers have easy access to professional technicians who can provide speedy and efficient solutions for their devices and appliances.

Whilst technology has paved the way for digital interactions, Samsung Malaysia recognises that customers still value the human touch. The introduction of a dedicated hotline, 1800-88-7799, for Galaxy Fold and Galaxy Z Flip premier service inquiries, showcases our commitment to addressing specific customer needs. Additionally, the Live Chat platform offers real-time support through text messages, providing convenient solutions at customers' fingertips.

To enhance diagnostic accuracy, Samsung Malaysia has introduced remote management and visual support, allowing assessment to be conducted on a product's environment and appearance remotely. This advanced support system is particularly beneficial for non-defect-related issues, which are common with home appliances.

Samsung Members, previously known as mySamsung since 2016, is a one-stop portal accessible through a smartphone application. This platform offers comprehensive and exclusive customer care services, simplifying device setup, management, and optimisation. As a token of appreciation, loyal customers are also treated to rewards and exclusive perks through the Samsung Members app.

In line with our commitment to customer satisfaction, Samsung Malaysia stands behind its products by offering a manufacturer's warranty on all its devices and appliances. Customers can easily check the warranty status and initiate claims, receiving guidance and support throughout the process.

Samsung Malaysia’s achievements in both brand excellence and service experience have endorsed its commitment to delivering exceptional value to its customers.

The Asian Experience Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for providing meaningful brand experiences to stakeholders, please contact Jane Patiag at jane@charltonmediamail.com.