How Samsung's Community Transforms Support and Empowers Customers
Samsung Electronics America (SEA) builds technology to connect people. They have the largest cross-product category portfolio of any company, and they do a majority of their sales through retail partners. Before they partnered with Khoros, Samsung’s customer engagement strategy was focused on creating self-help content on Samsung.com, but they wanted to continue to evolve their digital presence. To reach their goals, Samsung partnered with Khoros to build the Samsung Member Community.
The biggest problem Samsung faced before they partnered with Khoros was understanding which digital channels they should be on. They knew their customers wanted to connect in more places than Samsung.com, but they didn’t know how to find out which channels mattered most to their audience, and they didn’t know how to shift their digital traffic from Samsung.com to the channels where their customers were already having conversations. Samsung wanted to build a community where their customers could find expert support for every question, and they wanted it to be a place where their most loyal customers could connect around Samsung products. Once Samsung partnered with Khoros, they were able to make smart decisions about where to focus their efforts. Now, with support from Khoros, Samsung interacts with their audience on Twitter, Facebook, and on their community.
Khoros is a global leader in digital-first customer engagement software. We build enterprise software for digital customer service, online brand communities, and social media management — differentiated by award-winning services with 20+ years of experience. Over 2,000 brands, including 52 of the Interbrand 100 companies, use Khoros to power approximately 500 million daily digital interactions, and create customers for life. Khoros has over 10 industry awards from TrustRadius, Stevie Awards, G2, and more. Khoros, built from Spredfast + Lithium, is part of Vista Equity Partners with nine offices globally.