A Samsung is using a communication application with users and putting salespeople to answer questions from customers in the United States. In addition to not receiving training to fulfill the function, professionals can spend weeks without any remuneration, as they only receive when they manage to close a sale of a product.
The information was released this Thursday (14) in a report on the website. The Verge. The vehicle gained access to documents and recordings of meetings that prove Samsung’s practice and also talked to employees of the Ibbu app, which is used by the South Korean brand.
According to Jennifer Larson, one of the sources, she and the other chat sales experts on Samsung’s website are paid only on a commission basis and do not have an hourly rate. Because of this, if they don’t sell anything in a month, they just don’t get paid in that period.
She said that in the beginning the work was good, since earnings reached $1,200 (about R$5,600 at the current price) per week, but that the lack of clear instructions from supervisors made everything a nightmare. Trained to sell, people like Jennifer are having to do customer support and help with issues they don’t know how to solve.
In addition to the problems of lack of adequate training and non-payment, customers who access the SAC from Samsung’s website end up having to deal with people whose only financial incentive to be there is to sell a new product.
“We are like the first line of defense, but they [gerentes] they don’t teach us how to deal with customers or how to answer their questions. Why should I waste customer time?” asked Jennifer.
Contrary to Ibbu’s answer (see the end of the text), Jennifer and other experts interviewed said that SAC calls represent 25% of Samsung’s chat services.
Another problem pointed out by workers is the classification system. If workers do not maintain a minimum customer satisfaction rating, they can be fired. According to the information that the The Verge had access, experts are expected to have average scores of at least 4.3 (on a scale of 0 to 5).
The issue complicates the lives of professionals, as it is very common for clients to assign a bad grade without knowing that whoever is on the other side is not trained to resolve the situation and is not even being paid for it.
Scott Walker, an e-commerce sales manager at Samsung, told a March employee meeting that sales specialists should think of their customer service work as a team effort.
“You kind of have to focus on the whole team that is woven into our brand,” Walker said. If the experts “make the customer really feel good about the information you’re telling them, they’ll come back. You may not get that sale, but someone else will,” said the executive at the meeting with employees.
As if all these questions weren’t enough, Jennifer and other employees pointed out that Samsung’s systems are full of bugs. One of them caused the price of a product to change when a customer placed it in their shopping cart.
THE TecMundo contacted Samsung do Brasil to see if the company would comment on the matter and even to find out if Ibbu is used here, as it is available in virtual stores such as the Play Store. Despite this, the company has not yet officially commented.
in response to The VergeIbuu reported that the problem of salespeople answering the SAC is a matter of misdirection and represents a small percentage of the total calls.
“Visitor requests are pre-qualified through a chatbot that filters and forwards purchase requests to specialists, excluding Customer Service requests. However, a very limited number of visitors may still occasionally bypass our automated chatbot filters and make customer service related queries. However, these requests represent only 2.5% of all conversations answered by Ibbu experts,” the company said.