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News Summary:

In the staged demo, we saw the customer support rep remotely access a test phone and reset its Bluetooth settings.

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The live help feature is what makes Samsung+ so compelling. Previous versions of the app already offered phone support and live video support, but with Samsung+ 3.0, the company now lets support representatives remotely take control of your device.

During a staged demo, Samsung walked us through the process of letting a customer support rep take over our phone. According to Samsung, customer support reps can access only areas of your phone that you specifically allow them to. So if you don’t want them to look at your photo gallery, they won’t be able to.

In the staged demo, we saw the customer support rep remotely access a test phone and reset its Bluetooth settings. The rep demonstrated how he could draw on the phone’s screen to show users where specific settings they might need to use in the future are located.

Samsung isn’t the first company to make live video and remote customer support a feature of its products. Amazon has been doing the same thing for quite some time with its Mayday button on its Fire tablets.

The one downside to Samsung’s service is that it has tiered levels of support ranging from Silver to Gold and finally Platinum. The base tier is Silver, but if you own a number of Samsung devices, you are automatically bumped up a level.

Why does that matter? Because higher tiers give users access to things like 24-hour video chat support, while lower tiers can access video support only during business hours.

Gold and Platinum tier members also get things like discounts on shipping and repairs.

 

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