Here’s the translation into American English:
Samsung Electronics has significantly expanded its Home Appliance Remote Management (HRM) service to 122 countries, offering support in 17 languages. This initiative aims to improve the diagnostic and troubleshooting experience for users of smart appliances worldwide.
The HRM service connects SmartThings-enabled devices with Samsung’s service network, allowing for continuous monitoring of appliance conditions and access to real-time diagnostic data. With the customer’s consent, service advisors can remotely access vital information, such as temperature levels in refrigerators or the performance of air conditioners, facilitating immediate solutions to reported issues.
Since its initial launch in Korea in 2020 and its pilot phase in 10 countries last year, the service has evolved for global implementation. Samsung has increased its multilingual support, expanding from offering service only in English and Korean to incorporating other languages such as Spanish, Portuguese, German, French, Russian, and Czech. This effort aims to effectively cater to a diverse and growing customer base.
Miyoung Yoo, Executive Vice President and Head of Samsung’s Global Customer Satisfaction Team, emphasized that the service is a manifestation of the company’s commitment to proactive customer care. Through connectivity and real-time data, Samsung aims to streamline the user experience and enhance customer satisfaction.
Additionally, a screen-sharing feature has been integrated into appliances with displays, such as Bespoke refrigerators, allowing users to show issues in real time to service advisors. This tool, introduced in 2021, has been expanded to include various screens, enhancing diagnostic capability.
The HRM service not only promises quick solutions but also minimizes the need for in-home visits. In situations where on-site service is necessary, technicians access previous diagnostic data, enabling them to bring the appropriate parts and reduce repair time, proving especially useful in large countries and hard-to-reach regions.
The adoption of the HRM system has notably increased, with a significant rise in usage rates following enhancements in language support. By July 2025, service calls that utilized HRM had doubled compared to January. In France, the usage rate increased by over 30 percentage points after incorporating French support, highlighting the importance of accessibility.
Customer satisfaction levels are also on the rise. In India, where there is a high rate of HRM usage, the satisfaction score for remote service calls grew by more than 10 points compared to the previous year. Areas for improvement include troubleshooting effectiveness and professionalism in interactions, which contribute to a more positive experience for users.
As Samsung continues to expand its customer service solutions like HRM, the company is positioned to provide more convenient and efficient service methods, improving the consumer experience and setting new standards in global customer care.
Referrer: MiMub in Spanish
