Samsung is a South Korean-headquartered global conglomerate, providing products ranging from engineering and construction services to semiconductors. It is perhaps best known for its consumer electronics division, which provides some of the world’s best-selling TVs, mobile devices, and digital appliances.

The challenge: The Covid-19 pandemic presented a number of challenges to consumer-facing brands – particularly those that previously heavily relied on in-store customer support. To ensure customer care remained at a high standard during a difficult time, Samsung needed a solution that would provide remote support and care services.

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