Gurugram, May 26: Marking three decades of its customer service journey in India, Samsung India has highlighted its remarkable transformation from a modest service operation in Delhi in 1996 to one of the country’s largest and most technologically advanced customer care ecosystems.
Samsung’s service evolution mirrors India’s own digital transformation. In the mid-1990s, customer complaints were manually recorded in registers, and service engineers relied on logbooks, paper slips, and physical visits to address customer concerns. By the end of 1996, the company had already expanded its service network to 21 centres across the country, while the introduction of pagers in 1997 marked an early step toward technological integration.
Over the years, Samsung steadily strengthened its customer support infrastructure. A significant milestone came in 2003 with the launch of its first in-house call centre in Delhi and the introduction of a toll-free customer support number. Today, Samsung operates more than 3,000 service touchpoints, employs over 12,500 trained engineers, and maintains 16 strategically located parts warehouses across India.
The company has increasingly embraced digital and AI-powered solutions to enhance customer experience. Through SmartThings-enabled Proactive Care, Samsung appliances can identify potential performance issues and alert users before disruptions occur. Customers also benefit from 24×7 support through toll-free helplines, WhatsApp assistance, remote diagnostics, online appointment booking, and voice support available in 10 Indian languages.
Samsung has further expanded its digital-first initiatives through services such as smartphone pick-up and drop facilities and its Digital Service Center platform, offering self-help resources, troubleshooting support, and transparent pricing information. AI-driven technologies, including intelligent co-pilots, speech-to-text systems, and sentiment analysis tools, are helping service teams respond more efficiently and empathetically to customer needs.
Beyond customer support, Samsung has invested in skill development through four training academies and its “Dost Service” initiative. In partnership with 22 Industrial Training Institutes (ITIs), the programme has trained more than 14,500 service engineers across India. The company is also promoting sustainability through its “Care for Clean India” initiative, encouraging responsible e-waste disposal and recycling.
As Samsung celebrates 30 years in India, the company says its customer service journey reflects not only the advancement of technology but also its continued commitment to customer trust, innovation, and care. From handwritten registers and pagers to AI-powered connected homes and predictive support systems, Samsung’s evolution underscores the changing face of customer service in the digital age.
