Acquire

Samsung
Industry

Information Technology

Headquarters

Seoul, Sou

Active Users/Month

200000000

Customers Since

Jan 2016

Samsung is a Fortune Global Top Company and one of the largest producers of electronic devices worldwide. From mobile devices to home appliances to medical equipment, Samsung provides the tools people need to lead happier, more productive lives.

Samsung uses Acquire to engage website visitors and turn them into customers. Using Live Chat, the team can help customers find what they need, address hesitations, answer questions, and drive them towards purchase.

To deliver exceptional, personalized experiences for the thousands of customers who visit Samsung’s website in Spain, the team relies on Acquire. With Acquire, Samsung can easily engage customers online, quickly answer questions or address concerns, and eventually guide buyers through the purchasing process.

Acquire has helped Samsung to engage with their online customers and help them with questions they have on products and take them through the buying cycle to drive sales of existing and newly released products.

To deliver exceptional, personalized experiences for the thousands of customers who visit Samsung’s website in Spain, the team relies on Acquire. With Acquire, Samsung can easily engage customers online, quickly answer questions or address concerns, and eventually guide buyers through the purchasing process.

1. Forty thousand conversations and counting with live chat

It became obvious to the time-strapped Samsung team that they needed another way to communicate with their customers online. With Acquire’s live chat, customers can reach out with questions and concerns without having to pick up the phone or score for resources. Because agents respond almost instantly, customers move through the purchasing journey quicker, reducing the chance they’ll drop-off along the way.

Implementing Live Chat in an e-commerce environment allowed Samsung to:

– Provide better customer support

– Boost sales

– Improve customer experience

– Reduce delays in serving customers

2. Engaging customers with personalized messages

To drive online sales, the team at Samsung built a campaign that sends targeted messages to customers based on their behavior on the website. For instance, when customers who view new products online, they might receive an automated message that gives additional details about the product, answers FAQs, or reminds them to complete the purchase.

3. Connecting the dots between chats and revenue

Online sales is a key metric for the team, so it was imporgtant for them to track how chats converted into sales and how sales representatives performed. With Acquire, the team can track conversion from message to purchase and see directly the impact of breaking down barriers between Samsung and its customers.

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