Samsung Company Help Desk Management

The human resource department has set aside the helpdesk department that handle affairs of the Company as they come from the customers. Customers are always concerned with the needs of the customers as they arise. Clients always want to make inquiries on various matters of the Company. Some of these concerns are complains that arise from products sold. Some are just potential customers who want to find out about the products being offered by the Company. This becomes difficult to manage because the Company owns several brands and online stores (Samsung, np). Having separate customer help desks for each business or the subsidiary has proved it difficult for the Company. This is because of two reasons. First, it is expensive to employee so many workers for this function.

This will mean that each desk will have at least two workers for a particular department or business subsidiary (Lewis, p69). In this case, the satellite will compile all of these information and display in the help one help desk section. Therefore instead of the customer care agents navigating in different websites, they will get all of this information in one place. This has been beneficial to Samsung. It has streamlined the customer care department. The agents only need to log into one portal that is meant for the staff to offer support to all the issues raised by the customers. It has focused on expanding its business into new products because the satellite has enabled it to manage its chain of operation in an integrated way (Klimuk, np).

Another helpdesk service is “mySamsung” application. It has been important to all smartphone users. It operates all the time hence sometimes called “Samsung 24/7”. It is free online customer service. Samsung understands that customers require swift solutions and quick services to the problems of their appliances and devices. This is why it is investing in the online customer support programs. The Company also realizes that there are those customers that need one on one touch with the customer care agents. The Company has availed the customer care phone contacts. The phone numbers vary from one country to another. The Company also invests in the help desk employees through on-job training. The training services are mostly on technology. The experts are hired so that they can offer comprehensive training to the customer care works (Samsung, np).

It also scrutinizes employees in this department before employing them. The following market information was obtained from the Bureau of Labor Statistics. This in turn makes customers to invest more in brand. This increases return on investment. This corresponds to their motto for the service “Done plus one”. To enhance this motto, the employees not only solve problems but also go beyond to delight clients so that they become lifelong fans for Samsung. Customers have increased their demand from the business. Bureau of Labor Statistics, 13 Apr.  2018, www. bls. gov/ooh/computer-and-information-technology/computer-support-specialists. htm. visionhelpdesk. com/why-your-company-should-use-a-satellite-or-multi-company-help-desk. html. Klimuk, E. "7 Ways That Innovative Companies Use Help Desk Ticketing Software. "Samsung boost efforts to improve customer service nationwide. " Samsung Global Newsroom – All the Latest News, Key Facts and Inspiring Stories About Samsung Electronics, 2018, news.