Client case

Service of today
is the marketing of tomorrow

Note: Subtitles of this video are available in English

Service as a distinguishing asset

Samsung operates in a highly competitive market where it is difficult to be unique in terms of product offerings only. That’s why Samsung stands out from the crowd when it comes to service.

Nowadays there are a lot of touchpoints where the consumer has an experience with a company. Samsung wants the customer to have a positive experience on every touchpoint in the customer journey.

Since Samsung has been working with InSocial, they have had a uniform feedback platform with which different channels and moments in the customer journey can be measured in the same way. This way you can keep an overview, making analyzing and comparing much easier!

“We were able to move quickly with InSocial. Within a week we launched our first survey! We now measure all of our customer contact moments in a uniform manner.”

Tom van de Wal, Manager Service Innovation & Intelligence at Samsung Electronics Benelux


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