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Samsung Invests in South Carolina for High-Stakes Customer Support Center
Samsung partners with Harte Hanks to open a customer support hub in South Carolina, creating over 150 jobs dedicated to handling complex customer issues.
Key Points
- Samsung partners with Harte Hanks to open a customer support hub in South Carolina, creating over 150 jobs dedicated to handling complex customer issues.
- The investment reflects a strategy of using skilled human agents for high-stakes problems that automated systems cannot resolve, aiming to build customer loyalty.
- The new center is strategically located near Samsung's existing support teams to foster closer collaboration on the most difficult customer cases.
In a new partnership, Samsung and Harte Hanks announced the opening of a support hub in Greenville, South Carolina, creating over 150 jobs. The center is a bet on skilled human agents to handle the toughest customer problems in an era increasingly dominated by AI.
Location, location, collaboration: The move is strategic, placing the new agents near Samsung's existing support operations team in Greenville. This proximity is designed to foster closer collaboration on the most difficult customer cases, which a Samsung executive called moments that “change customer loyalty,” according to reporting from Customer Experience Dive.
The human premium: The investment mirrors a larger industry trend where automated channels handle simple queries. This places a higher premium on the skilled agents left to resolve the difficult and emotionally charged issues that can make or break a customer relationship.
The strategy suggests that for high-value brands, the final escalation point for customer support remains a decisive human-to-human interaction, directly tying agent expertise to customer retention.
