Samsung air conditioners win consumers' hearts with innovations, after-sales and privileged services

Samsung air conditioners win consumers' hearts with innovations, after-sales and privileged services

SOCIAL & LIFESTYLE
Samsung air conditioners win consumers' hearts with innovations, after-sales and privileged services
Chatchai Santatianant, Vice President – Consumer Electronics, Thai Samsung Electronics Co., Ltd.

The estimated value of the air conditioner market in Thailand exceeds 27 billion baht annually and the competitiveness level keeps increasing every year. The hot weather during summertime helps drive sales volume. Innovations and energy-saver features are noted as selling points of all brands. Yet repeat orders and consumers' positive word-of-mouth only result from all-round superiority, including after-sales service. As a leading player in the air conditioner segment, Samsung never stops offering better products and services to make sure that all consumers who trust Samsung get the best.

Elevating services and extending customer engagement with a caring heart

"For Consumer Electronics, pre-sales actions are equally important as after-sales services. Samsung always keeps up with service excellence since we continuously prioritize salespersons' knowledge and after-sales programs to impress our customers with their kind assistance and elaboration of product details. We always have rigid criteria for our salespersons especially concerning their knowledge in our products. Our heartfelt services must cover the selection process, installation and all after-sales schemes.  Lately, we unveiled a campaign named ‘Samsung Cool Care Service' in which the first 10,000 owners of Samsung air conditioners who applied to join the program via Samsung LINE Official Account get a free cleaning and maintenance conducted by our on-site service teams comprising specialised staff and engineers. The said teams, trained by our production team to ensure service standards and quality, are able to provide a repair service right on the spot if any error is found. The campaign has entered its second consecutive year and this year's feedback is very positive. The rate of participation increased threefold in comparison with last year. Aside from a 10-year warranty on the inverter compressor, Samsung has a 24/7 customer contact centre for the convenience of customers. In keeping with the smartphone age, we provide constant updates of the latest offerings, service promotions, and exclusive deals through our Samsung LINE Official Account. With our superb products and finest services, Samsung would like to cultivate emotional attachments with our consumers which can lead to customer engagement and brand loyalty which should drive both the repurchase rate and positive word-of-mouth," Mr. Chatchai Santatianant, Vice President – Consumer Electronics, Thai Samsung Electronics Co., Ltd., explained.

Breaking all barriers with triangular design

Mr. Chatchai, focused on the origin of Samsung's trailblazing triangular air conditioner: "Samsung would like to be different from others in the air conditioner field and to revolutionise the whole market. We never stop observing our consumers as we would like to obtain their actual insights. At one point, we started to question why air conditioner units are always rectangular. This question was followed by a series of research programs until we successfully developed ‘Samsung The Triangle'. It turned the industry upside down as triangular air conditioners have a wider ventilation grille and a larger fan which significantly speeds up the cooling process, widens the airflow, and delivers a delightful experience of refreshingly chilled air to the user.  Cooling performance and energy efficiency alone are not enough. Today's consumers also insist on hygienic air to keep them healthy. Samsung is ready to meet this sophisticated requirement with three purifying technologies: the advanced PM 2.5 Filter which can detect harmful microbes smaller than 2.5 micron in size; the refined 3 Care Filter coated with agents that can effectively capture harmful microorganism and allergens, and; the outstanding Virus Doctor air purifying technology which can exterminate 99.99 percent of airborne viruses. We always want to present our best to consumers and we wish to remain the reigning consumer electronics innovator."

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