Samsung Electronics Service Launches Advanced ‘Visual Remote Support’ for Home Appliances

Unlike traditional call or remote software-based support, the new service allows customer service agents to directly observe the condition of a product through the customer’s smartphone camera. (Image from Samsung Electronics)

SEOUL, June 28 (Korea Bizwire) —Samsung Electronics Service has rolled out a next-generation customer support system dubbed “Visual Remote Support,” significantly enhancing its existing remote consultation services by enabling real-time visual diagnostics via smartphone cameras.

Unlike traditional call or remote software-based support, the new service allows customer service agents to directly observe the condition of a product through the customer’s smartphone camera. Once a user clicks a text message link and consents to video access, their phone’s camera activates, allowing the agent to view the product live and offer precise troubleshooting guidance.

This innovation addresses the limitations of earlier remote support, which relied on software access to devices connected to a network and could not assess physical or peripheral issues—making it largely ineffective for appliances like refrigerators, air conditioners, and TVs.

With Visual Remote Support, customers no longer need to struggle to describe malfunctions. It offers faster, more accurate diagnostics and reduces the need for in-person technician visits, saving time and cost. For service engineers, this means fewer unnecessary trips and better preparation for on-site repairs, improving both efficiency and service quality.

The service requires no additional app installation, incurs no data charges when used over Wi-Fi, and can be easily accessed via Samsung’s customer support line (1588-3366).

“With the increasing complexity of smart appliances integrating AI and IoT, diagnosing issues through voice calls alone has become more difficult,” a Samsung Electronics Service representative said. “This visual support tool enhances not only customer convenience but also the effectiveness of our service operations.”

Since pioneering remote computer diagnostics in South Korea in 2000, Samsung Electronics Service continues to lead innovation in customer support, reinforcing its reputation as a top-tier service provider.

Kevin Lee (kevinlee@koreabizwire.com)