Case Study: Samsung achieves 30% higher agent efficiency with Sobot

Samsung - Customer Case Study

Samsung faced a significant challenge as its agents had to handle a high volume of customer inquiries by individually switching between multiple platforms without chatbot support. This process was inefficient and failed to differentiate service for VIP customers. To address this, Samsung partnered with Sobot to implement an omnichannel customer service solution.

Sobot’s solution unified all of Samsung's customer channels onto a single platform and integrated a chatbot to handle repetitive queries. This allowed agents to focus on more impactful work. Sobot also enabled personalized experiences by categorizing customers into skill groups, offering VIPs specialized service. This resulted in a 30% increase in agent efficiency, a 97% customer satisfaction score, and a 15% boost in pre-sales conversion.

Samsung