Printers can be a real pain sometimes. They jam or break down at the most inopportune times, often leaving you helpless until an engineer comes to the rescue.
Samsung ensures speedy and reliable service for its customers so they don’t have to face such situations. Part of this is ensuring that its engineers are properly equipped to provide high quality service to clients. We’re featuring three apps that help engineers speed up and simplify the printer error troubleshooting process: Remote Call, Smart Update, and the Smart Printer Diagnostic System.
A New Service App for Remote Support
Newly released this month, Remote Call is a paid remote service app for the Smart UX Center. Designed to minimize service visits, the app connects engineers directly with customers that request service.
The user can easily reach an engineer by entering a 6-digit connection code provided by a support representative. Once connection is established, the engineer can view and control the user’s multifunction printer to fix errors. While fixing the problem, engineers can use the on-screen drawing feature to mark areas on the Smart UX Center screen to give detailed guides to the user. Furthermore, the text chat function allows the user and engineer to communicate in real time.
Remote Call saves time and resources for both engineers and customers by providing remote service. Without making appointments, without taking hours to visit, errors can be resolved with a simple call.
Maintaining a Healthy System with Smart Update
Also released this month is Smart Update, a firmware update app on the Smart UX Center.
Users can use Smart Update to download the latest firmware for the Smart UX Center. Keeping the firmware updated ensures that the system runs properly and stays secure.
Whenever an update is required, Smart Update automatically finds and downloads the latest firmware version. So when a service engineer or IT manager comes for a checkup, he or she can work right away without waiting for the firmware search and download. In addition, any update needs to be authorized. User authentication is required to download the updates, which come from Samsung’s server itself, ensuring security.
The World’s First Printer Troubleshooting App
Saving time and cost is important, but so is accuracy and quality. In July 2014, Samsung released the world’s first mobile printer troubleshooting app, the Smart Printer Diagnostic System (SPDS). The app, with visual guides for troubleshooting Samsung printers, was designed to help provide consistent and high quality service to customers.
With a tap of the engineer’s smartphone on the device, the app recognizes the printer’s error and generates a diagnosis. Then, following the guides (including about 600 short videos), the engineer can fix the problem.
SPDS is the one and only app that is completely mobile and provides comprehensive service guides for technical support engineers on the move. By providing an extensive guides and shared knowledge on how best to troubleshoot printer errors on site, SPDS minimizes repair time and cost.
Samsung aims for ongoing innovation to sharpen its edge in service and maintenance. With advanced technology and a customer-centric mind, we will be there whenever users and engineers need us. Find out more about our service at our blog, and visit the Samsung Printing App Center to see our full array of useful apps.