mySamsung aims to make users ‘feel at home’

• Can access customer service, device info, and ownership privileges
• Already available in Malaysia, Singapore and the Philippines

 
SAMSUNG Electronics Co Ltd has rolled out a regional ownership programmed called ‘mySamsung’ which allows customers to manage their devices through an app of the same name.
 
The programme aims to make users ‘more at home’ with their devices and more comfortable with the brand as well, according to Samsung South-East Asia and Oceania media solutions centre vice president Nicholas Wodtke.
 
“We want people to feel that there is a location where they feel at home and where they can talk to Samsung directly.
 
“And we want customers to know that we’re listening to them,” he told a media briefing at the ongoing Samsung South-East Asia Forum 2016 in Kuala Lumpur, which kicked off Feb 1.
 
Arguing that mySamsung is more than just an app, Wodtke said it is a platform where all Samsung customers can access customer service, device information, and ownership privileges.
 
“It’s basically an ownership programme which offers all kind of features, in one stop. It’s an ownership experience that gets better,” he declared.
 
According to the company, mySamsung is currently offered to owners of Galaxy S5, Galaxy S6, Galaxy S6 Edge, Galaxy S6 Edge+, Galaxy Note 4, Galaxy Note Edge, and Galaxy Note 5 devices.
 
However, at the media briefing, Samsung’s South-East Asia and Oceania media solutions centre marketing director Karen Peck said the app will be pre-installed in “soon-to-be announced” Samsung devices.
 
“As of now, the mobile app is compatible with Samsung Galaxy S4 and above and Samsung Note 3 and above devices,” she said.
 
Wodtke said the Android app is already available in Malaysia, Singapore and the Philippines, and will roll out “soon” to New Zealand and Taiwan.
 
The app is only available in English for now, but he said Samsung is looking to provide Bahasa Malaysia support within the first half of this year.
 
What mySamsung does
 
According to Wodtke (pic), mySamsung will try to solve a problem for its users before they have one.
 
“This is because mySamsung can intelligently recommend things that you should do with your device.
 
“For example, when your phone battery is low, the app would recommend you optimise battery performance by switching to the power saving mode or adjusting the display brightness,” he said.
 
Another feature is a ‘Message Centre’ that allows customers to have a dialogue with Samsung.
 
“Let us know if you’re happy with our products and also what we can do improve your experience with us. It’s a two-way communication between you and us,” Wodtke declared.
 
The app also allows users to search for the service centre nearest them.
 
“There will be no need for users to hunt for Samsung’s contact support. Through the app, you can get the contact information and exact location of your preferred service centre,” he said.
 
“mySamsung also encapsulates information regarding the device such as the device’s serial number, model, purchase date and IMEI number, so that users don’t have to fumble for them when they need to service their phone,” he added.
 
Another feature is Smart Switch, through which users can sync all details between old and new devices, covering both Android and iOS devices, according to Wodtke.
 
He claimed that the “seamless” transferring process can be done “in a matter of minutes.”
 
Meanwhile, the app’s ownership privilege features include special invitations to Samsung events, gifts or discounts.
 
And to ensure customers get the most out of their devices, the mySamsung app also provides tips on a monthly basis.
 
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