The Samsung Galaxy S7 and S7 Edge will be in the customers’ hands tomorrow, a smartphone that millions of Android users have been patiently awaiting. Samsung has presented a smartphone loaded with new features and innovative upgrades. The Samsung Galaxy S7 and S7 Edge boast features like: wireless charging, water and dust resistance, a much more powerful battery, and the return of MicroSD.
Great innovation often creates new challenges for mobile operators on the frontline of a customer’s questions and issues. Being prepared with device specific selfservice content ensures your customers are not left in the dust as you scramble to figure out how to not only handle but ultimately resolve their concerns.
Here are some features that the Samsung Galaxy S7/S7 Edge will include and how we anticipate a substantial number of your customers will react to them:
1. The Return Of MicroSD Support…With A Twist
Consumers were disappointed when Samsung dropped support for MicroSD expansion when they launched the Galaxy S6. Their complaints are heard, as it has returned in the Galaxy S7/S7 Edge.
The difference this time, however, is that Samsung will not use the “adaptive storage” function built by Android. Some difficulty and confusion could arise for users who unintentionally install an app (or anything else) on their MicroSD card, as it will be missing when removed from their smartphone to be used in any other capacity.
Adaptive storage means the operating system would see the smartphone’s internal storage and the MicroSD card as a single unified block. Instead, owners of the Galaxy S7/S7 Edge will be able to use the MicroSD card to save things like apps on it as well, meaning they’ll be able to use it interchangeably with other smartphones or devices.
Customer support could look as simple as asking the customer to check whether their MicroSD card is currently inside their smartphone.
2. “I can’t turn my phone’s screen off!”
Samsung is on the cutting-edge of a new trend among smartphone-makers with their addition of “always-on display” as a new feature.
This feature will be a new experience for the vast majority of Galaxy S7/S7 Edge users, many of whom will be resistant to the idea of wasting even a little bit of battery life. “I can’t turn my phone’s screen off!” is surely to become a common and irritating phrase for customer support teams. The solution, however, is quite simple. Samsung allows users to change their always-on display settings by going to the Always-On setting. There, they’ll be able to shut-off the feature altogether, or pick from seven clock themes, two calendar modes, or a few image options.
“Always-on display” is quite a simple idea; just enough pixels are always lit on your lock screen to show some basic information like the time and a few notifications. That removes the need to constantly tap your smartphone’s power button to check the time or see if you’ve receive a message. The combination of a mostly black screen, an efficient display, and a much stronger battery makes this a subtle but very practical feature in the Samsung Galaxy S7/S7 Edge.
Additionally, some customers may also complain about not receiving all notifications on the always-on display. As of now, Samsung has decided to restrict notifications exclusively to their own applications. This means that Gmail or Google Calendar notifications, for example, will not appear.
3. Default-App Opening
With the Galaxy S7/S7 Edge, Samsung has decided that your first choice on how to open an app or link is the way you will always want to do it. Even for experienced Android users, this will be totally unfamiliar – yet alone for new ones. Android devices have usually allowed their users to set a default-app opening option if they wanted, but has never forced them to do so.
Most Android devices allow users to decide how they want to open certain types of links. For example, you may want to open Facebook links with the Facebook app, but open YouTube links with your browser.
Your customers will be able to reset their settings for default-app opening, but this will certainly be a regular frustration since it is not common sense to believe you can change how a link opens.
Selfservice support for your new Samsung Galaxy S7/S7 Edge customer is something that Mobile operators supported by Qelp receive on the day of market launch.