samsung shop app and b2b shop app
TRANSCRIPT
Samsung Shop App and
B2B Shop App
e-Commerce New Hire Training (NHT)
Version 2.0
Samsung proprietary and confidential2
Agents will be able to:
• Understand what is Samsung Shop App and
answer questions related to it.
Agenda and Objectives
Samsung Shop App
1. Overview
2. Knowledge Base
3. Samsung Shop App
4. B2B Shop App
5. Customer Questions
Current & Past Alerts
AppStack
Transfer Guide
Agents will be aware of:
• The B2B Shop App & AppStack
• Transfer to SMB for all inquiries related
to B2B Shop App.
3 Samsung proprietary and confidential
Overview
Samsung Shop App
Samsung proprietary and confidential5
Key Details You Must Know
Samsung Shop App
1. The Shop Samsung app allows you to easily shop, manage
orders, and get support at your fingertips.
2. Get exclusive offers that are ONLY available using the
Samsung Shop app.
3. Checkout quickly and easily with flexible payment options
including Samsung Pay and Samsung Financing.
4. Earn Samsung Reward points by purchasing select
Samsung products.
5. Receive free shipping and easy online returns.
6 Samsung proprietary and confidential
Knowledge
Base
Articles
Samsung proprietary and confidential7
Knowledge Base Articles
Samsung Shop App
Refer to the following Knowledge Base (KB) articles to support
customer contacts related to the topic:
Samsung Shop App
Samsung proprietary and confidential8
What can you do on the Shop App?
Samsung Shop App
See it in your room
View the newest TVs in your room using your phone's camera with our latest Augmented Reality
feature.
Samsung proprietary and confidential9
What can you do on the Shop App?
Samsung Shop App
View curated content and personalized product suggestions with new products and promotions, tailored to you.
Samsung proprietary and confidential10
What can you do on the Shop App?
Samsung Shop App
Support in the palm of your handGet notifications when your order is fulfilled so
you won’t have to worry about a thing. Need to
register a device or call customer support? It’s
just a few taps away.
Register your gift on Shop SamsungIt’s the easiest way to register your products with
Samsung.
Samsung proprietary and confidential11
What can you do on the Shop App?
Samsung Shop App
Get rewarded
Earn points from eligible purchases in the Shop Samsung app to redeem
towards Samsung products and more.
How it
works
B2B Shop App
13 Samsung proprietary and confidential
Overview
Samsung proprietary and confidential14
Key Details You Must Know
B2B Shop App
1. B2B Shop App added
for SMB customers
Get the same shopping
experience on
Samsung.com for
businesses.
Place orders and manage
your order and
subscriptions online.
2. AppStack provides bundled
app recommendations tailored
towards businesses, based
on their specific needs.
Small and Medium Sized
Business (SMB) customers
can now shop on Shop
Samsung app, to buy business
products and apps offered
through AppStack. This offers
the same shopping experience
as Samsung.com/us/business.
3. All contacts related to
AppStack should be
transferred to SMB/B2B
Order Support Agents.
15 Samsung proprietary and confidential
Knowledge
Base
Articles
Samsung proprietary and confidential16
Knowledge Base Articles
B2B Shop App & AppStack
Refer to the following Knowledge Base (KB) articles to support
customer contacts related to the B2B Shop App & AppStack:
Current & Past Alerts
AppStack
Transfer Guide
Samsung proprietary and confidential17
How it Works
AppStack
Samsung.com/us/business/AppStack
& B2B Shop App
Introducing AppStack, Samsung’s SaaS app marketplace for
business offering a curated collection of business software
from our partners that can help you operate successfully and
efficiently.
Samsung proprietary and confidential18
B2B Shop App
NEW Zendesk Contact Reasons
For contacts related to B2B Shop App or AppStack, use the appropriate contact reason in Zendesk.
NEW Zendesk Contact Reasons:
• Non Order
Related::Subscriptions::AppStack::Information Request
Partner App Support
• Order Related::Subscriptions::AppStack::Billing Inquiry
• Order Related::Subscriptions::AppStack::Increase or
decrease licenses
• Order Related::Subscriptions::AppStack::Cancellation
19 Samsung proprietary and confidential
Customer
Questions
Samsung proprietary and confidential20
Customer 1: “I am trying to place an order for the Galaxy S20+ through Shop App
but the free Galaxy Buds are not being added at the checkout page. Can you help
me please?”
“I’m sorry the free Galaxy buds aren’t being added to your cart!”
Customer Questions
What are some potential causes of this?
• Promotion is expired
• Promotion isn’t for Samsung.com
• Promotion is broken :o
• Customer doesn’t qualify
Samsung proprietary and confidential21
Customer 2: “How can I cancel an order on the Shop
Samsung app?”
Customer Questions
1. Open "Shop Samsung app" and sign in to your
Samsung account used to place your order. On the top
left corner, tap "Menu > My Orders"
2. Scroll to the order you want to cancel > and then tap
CANCEL
NOTE: Only the items that are not shipped can be
canceled. If the CANCEL button is not available for an
unshipped item, then the item has already been sent to
our fulfiller for shipment. You can refuse or return the
product instead.
Samsung proprietary and confidential22
Customer 3: “How do I redeem my Samsung Reward points
through the Shop Samsung App”
Enroll: Log on to your Samsung account and accept the Samsung Reward terms
& conditions.
Earn: After making a purchase and 15 days after your product is delivered, you
can check your Samsung Rewards point balance on Menu > My Rewards screen.
Redeem: To redeem your points within the Samsung Rewards catalog, accessed
through the Samsung Pay app (on Shop Samsung App), go to Menu > My
Rewards.
Customer Questions
Samsung proprietary and confidential23
Customer 4: “I am unable to update my shipping address at
the checkout page on Shop App. Can you help me?”
Sure, could you please help me with the shipping address you are trying to
update?
The below special characters can be avoided in the shipping/billing address, as it
may cause an invalid shipping address error at the checkout:&
#
!
<
%
–
I request you to try updating the address without any special characters.
Customer Questions
Samsung proprietary and confidential24
Questions
?Ask your
trainer!
24 Samsung proprietary and confidential