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Now available in 122 countries and 17 languages, HRM delivers faster, more seamless customer support across borders

 

Samsung Electronics Co., Ltd is expanding it Home Appliances Remote Management (HRM) service globally, enhancing the remote diagnostic and troubleshooting experience for smart appliances users around the world. The service is now active across 122 countries including Canada with support for 17 languages, enabling seamless support for a wide global customer base.

 

HRM is a service that connects SmartThings-connected appliances to Samsung’s service network, maintaining a continuous record of device conditions and enabling real-time monitoring through the service center.

 

 

“Samsung’s HRM service exemplifies our commitment to proactive, smart customer care,” said Miyoung Yoo, EVP and Head of Global Customer Satisfaction Team, Digital Appliance (DA) Business at Samsung Electronics. “Thanks to the combination of seamless connectivity and real-time insights, this service helps to reduce complexity for our customers, ultimately enhancing their overall satisfaction.”

 

Enhancing Service for Screen Appliances

In line with the expansion of screen-equipped appliances like Bespoke refrigerators and washing machines, Samsung has also introduced a screen-sharing feature to enhance diagnostic capabilities. For various screens of 7”, 9”, and Family Hubs, its users can share their device screens in real time with service centre advisors, allowing diagnosis of display-related issues, app malfunctions or multimedia playback problems.

 

Immediate Solutions and Reduced Service Visits through Remote Assistance

Samsung’s HRM service improves a new avenue for customer care by enabling real-time remote solutions for simple product issues that previously required in-home technician visits. For instance, for a customer that reported that the washing machine’s buttons were not responding, the advisor was able to diagnose through the HRM system that the Child Lock setting was active. With simple guidance on how to disable the setting, the problem was solved instantly without a technician’s visit. In another case where a customer reported condensation on the refrigerator door, with user consent, the advisor was able to remotely turn on the internal heater, which effectively eliminated the moisture.

 

In cases when an on-site visit is ultimately necessary, HRM improves the experience by allowing technicians to review detailed diagnostic data in advance. They are able to arrive at the site prepared, potentially reducing repeat visits and repair times.

 

Growing Adoption and User Satisfaction

With the continued expansion of customer support solutions like HRM, Samsung is realizing convenient and efficient ways to care for home appliances – reducing downtime, enhancing the user experience and setting new standards for global service. As HRM reaches more countries, languages and product categories, Samsung remains committed to delivering smarter, more connected care for the homes of the future.

 

 

 

 

HRM is supported on SmartThings-enabled models released after 2019. Must download the SmartThings app available on Android and iOS devices. A Wi-Fi connection and a Samsung account are required.

In Korea, HRM supports refrigerators, washing machines, dryers, air conditioners, vacuum cleaners, and dishwashers. In Canada, HRM supports refrigerators and washing machines.

Macroeconomic factors could also support EM stocks. The US Fed is forecast to cut rates further, creating room for further monetary easing and stronger growth across a number of emerging markets, Trivedi writes.

And the US dollar “will likely stay on the back foot” relative to emerging markets currencies amid a softening US labor market and a potential increase in investment flows into EM stocks and bonds as investors diversify away from the dollar. A weakening dollar can boost flows into EM stocks as investors look for higher returns outside the US.

Which Stock Markets Are Forecast to Grow?

Within Asian markets, Goldman Sachs Research sees investment opportunities in Chinese and Korean equities.

In Korea, 70% of stocks trade below book value (the implied value of a stock based on the company’s assets minus its liabilities). Ongoing reforms to the way companies are governed in Korea could also drive up the country’s equity prices, as could Chinese efforts to address disorderly price cutting and excessive competition among producers.

Meanwhile, Saudi Arabian equities could benefit from the potential easing of limits on foreign ownership of listed companies, which Goldman Sachs Research estimates could unlock passive inflows up to $10 billion to the Saudi markets.

“On balance, this should be supportive of Saudi equities—which have lagged EM in the year to date—and fits with our regional diversification theme,” Trivedi writes.

On the other hand, Indian equities have lagged other emerging markets this year. High valuations, higher-than-expected tariffs, and challenges for the software sector from the increased price of US H1B visas suggest that a broad recovery might not be imminent.

Beyond Asia, the team anticipates continued gains from South African stocks as rising gold prices help mining companies and inexpensive domestic sectors could benefit from a potential growth recovery and lower borrowing costs.

Why are emerging currencies strengthening against the US dollar?

Emerging market currencies outperformed their peers from major developed economies in September, and Goldman Sachs Research anticipates that this outperformance could continue.

There are three key factors supporting the appreciation of EM currencies relative to their DM peers. Firstly, high levels of carry (when investors borrow currency in a country with lower interest rates in order to invest somewhere with higher rates) are contributing to the attractiveness of emerging markets currencies relative to other major currencies.

Secondly, the team notes that the US dollar has been acting more like a cyclical currency lately—one which appreciates as the economy grows and declines when the economy is under pressure—particularly when a shock emanates from the US.

As a result, EM currencies are likely to weaken less significantly against the dollar in the event of changes to risk sentiment or downward revisions to growth expectations in the US.

And finally, the strong performance of EM equities is also likely to have played a role in the appreciation of EM currencies relative to their developed market peers.

The team has found that there is a relationship between the performance of EM currencies and relative equity returns. In short, “the best environment for EM foreign exchange is when both the MSCI EM and S&P indices are going up and MSCI EM is outperforming,” Trivedi writes.

 

This article is being provided for educational purposes only. The information contained in this article does not constitute a recommendation from any Goldman Sachs entity to the recipient, and Goldman Sachs is not providing any financial, economic, legal, investment, accounting, or tax advice through this article or to its recipient. Neither Goldman Sachs nor any of its affiliates makes any representation or warranty, express or implied, as to the accuracy or completeness of the statements or any information contained in this article and any liability therefore (including in respect of direct, indirect, or consequential loss or damage) is expressly disclaimed.