Mobile devices are essential to modern enterprises, and their significance is rising as digitalization becomes integral to business operations. New methods by which businesses can use mobility to improve productivity and efficiency continue to emerge, bringing an increasing number of devices and configurations into play.
As a result, support services like B2B technical support are increasingly vital, ensuring that complex issues do not disrupt daily business operations.
When deciding on business software to improve efficiency, enterprises must consider the customer support their providers offer.
- Challenges and requirements faced by B2B technical support teams.
- Required skills of a B2B technical support agent.
- About Samsung’s Technical Enterprise Support.
- The benefits of Samsung’s Technical Enterprise Support.
B2B technical support has unique challenges and requirements
The aim of technical support is simple and universal: to fix the customer’s problem. This requires expertise in the relevant technology and effective communication to assess the issue and determine the solution.
B2B technical support challenges are intensified for larger businesses, and are unique in two ways:
1. Enterprise technical issues are uniquely complex. With applications running on an array of devices across thousands of employees, the number of issues that could emerge in enterprise mobility management is staggering.
2. Speed is crucial. ITIC reports that "44% of mid-sized businesses and enterprises in North America stand to lose more than $1 million from just a single hour of downtime." B2B support teams that can resolve an issue faster than their competitors have the potential to save significant funds.
Empowered technical support agents to tackle complex problems
Business software is often a complex mix of industry-specific, commercial, and customized solutions. Fixing issues requires deep technical expertise and industry knowledge, and are high stakes.
Investing in software with premium B2B technical support pays for itself. An effective B2B support service can save hundreds of hours of productivity in a single engagement. To achieve this, B2B technical support agents need to be trained in several key areas:
Product expertise
In a B2C technical support scenario, the apps and devices being supported have their own documentation for common issues, and agents can relay those quite easily to their customers.
However, in a B2B technical support scenario, without a manual or a list of FAQs, solving problems often requires a degree of investigation and discovery. Understanding the technology, the interoperability of each program and device, and the potential points of failure in enterprise mobility management is no small task. B2B support agents must have deep expertise in their field to navigate these complexities.
For this reason, business-to-business services like B2B technical support agents often require specialized training and a deeper understanding of enterprise systems.
Bespoke service
Enterprise customers often use software that is uniquely tailored to their industry and needs. Unlike B2C technical support, which tends to be more general and impersonal, B2B technical support must be intimately familiar with each client’s specific requirements, and be able to coordinate effectively with multiple vendors to find solutions.
Communication
Small technical disruptions can have significant effects on business operations. To resolve complex issues with haste, communication has to be impeccable. Organizations don’t have time to explain the intricacies of which devices they deploy, the firmware versions they run, or the customizations they’ve made.
This is where a proactive technical support partner makes a difference. By staying in constant contact with clients and maintaining up-to-date documentation, they’re prepared to tackle urgent issues as they come up. Beyond just emails and support tickets, regular direct communication enables enterprise technical support to troubleshoot, resolve, and identify problems faster and more effectively.
For enterprises relying on Samsung Galaxy devices and software, Samsung Enterprise Technical Support offers a comprehensive solution to these challenges.
Samsung's Enterprise Technical Support sets a new standard
Samsung Enterprise Technical Support is an end service tailor-made to meet the specific needs of enterprise customers. It comes directly from the minds behind Samsung Galaxy mobile devices and solutions, offering everything from troubleshooting issues and rolling out updates to training—all managed by an all-in-one global expert assigned to your account.
Three benefits of Samsung Enterprise Technical Support
Enterprise customers are offered:
Integrated technical support provided by mobile technology experts
When work device problems strike and a Samsung Galaxy device or solution is part of the equation, the Samsung Technical Advanced Response (STAR) team consisting of Samsung’s mobile technology professionals is at hand to help.
STAR can slot into calls with Enterprise Mobility Management (EMM) vendors to provide the smooth communication and collaboration enterprises need to resolve issues with unparalleled speed.
Direct and swift support
Enterprise Technical Support customers benefit from faster resolution to their disruptions without the typically lengthy process of identifying the right personnel for the task . As a global team of experts with hubs in the Americas, Europe, and Asia, STAR is agile enough to provide prompt, bespoke responses to issues for customers around the world.
Ongoing customer issue management
We’ve outlined the importance of dedicated and integrated contacts for B2B technical support. With Enterprise Technical Support from Samsung Knox, that contact is your Support Account Manager (SAM).
Armed with a comprehensive understanding of your IT environment, your Support Account Manager (SAM) becomes an extension of your team, monitoring device safety, alerting you to potential threats, overseeing the resolution process, and keeping you informed.
Samsung's advantage in enterprise technical support
There’s more. As an exclusive benefit, Samsung provides Enterprise Technical Support customers with exclusive access to product roadmaps, security vulnerability information, and OS beta programs, enhancing their support experience.
Perhaps most excitingly, Samsung’s team of experts will even provide training for Samsung Knox solutions. As the Harvard Business Review reports, learning how to fix a problem is often preferable to having it solved for you; 61% of their B2B customer respondents agreed.
With B2B Technical Support, you get a team that solves the problem and teaches you about it, all at once.
