Samsung Updates Its On-Device Customer Support App

The latest Samsung+ app gets new live remote support features that help users gain faster assistance to resolve device problems.  

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Samsung has released Version 3.0 of its Samsung+ customer support app, which for the first time will give customers live remote help with their devices through the app.

The updated app is available immediately through Google Play and can be downloaded to a wide variety of Samsung smartphones and tablets, bringing users more options for getting technical support on their devices. The Samsung+ app comes preloaded on select Samsung mobile devices, including the latest Galaxy S7 and Galaxy S7 Edge smartphones, depending on the carrier. It can be downloaded and installed by U.S. users on older Samsung devices.

The live support features of the new app offer live support via video chat with the option to text, or phone support with a Samsung representative seven days a week, according to a March 31 announcement by Samsung.

Also included is a new Samsung Assist feature that helps users get hands-on support, direct to their device screens, wherever they are located. Using Samsung Assist, users can get help from Samsung support representatives who can remotely operate and troubleshoot the device after being given permission by the customer. This feature is currently available on the latest Galaxy S7 and Galaxy S7 Edge smartphones and will be added to other Galaxy devices and tablets through carrier updates over the coming weeks, according to Samsung.

Another new feature of the Samsung+ app is a self-guided support option, called On Demand Answers, which provides FAQs and troubleshooting tips that aim to help users solve their device issues on their own.

A new Device Diagnostics feature monitors a device's battery health, data and security and offers tools that can help users optimize their device battery life and organize and streamline their on-device storage.

The app also includes an available library of tips and tricks and personalized support to help users do more with their devices, and even includes tips and tricks for Samsung home appliances and consumer electronics to make it easier for users to gain access to that information.

A new Community feature is also now in the Samsung+ app, giving users the opportunity to gain access to more content about Samsung and its products. A Galaxy Life feature gives users personalized offers, discounts on the latest Samsung products and other promotions.

Existing Samsung smartphones that will work with Samsung+ include the Samsung Galaxy S7, Samsung Galaxy S7 Edge, Samsung Galaxy S6 (including the Active model), Samsung Galaxy S6 Edge, Samsung Galaxy S6 Edge+, Samsung Galaxy S5 (including the Active and Sport models), Samsung Galaxy S4 (including the Active and Mini models), Samsung Galaxy S III, Samsung Galaxy S II, Samsung Galaxy Note 5, Samsung Galaxy Note 4, Samsung Galaxy Note Edge, Samsung Galaxy Note 3 and Samsung Galaxy Note II.

Samsung tablets that will work with the latest app are the Samsung Galaxy Tab A (8- and 9.7-inch), Samsung Galaxy Tab S2 (8- and 9.7-inch), Samsung Galaxy Tab S (8- and 10-inch), Samsung Galaxy Tab Pro (8-, 10- and 12-inch), Samsung Galaxy Tab 4 (7-, 8- and 10-inch), Samsung Galaxy Tab 3 (7- and 8-inch and Lite), Samsung Galaxy Tab 2 (7- and 10-inch) and Samsung Galaxy Note (8- and 10-inch and Pro 12-inch).

Samsung's latest flagship smartphones, the Galaxy S7 and the Galaxy S7 Edge, went on sale on March 11 in the United States. The handsets are water-resistant and are powered by Qualcomm quad-core 2.15GHz/1.6GHz processors for U.S. users and include 4GB of LPDDR4 memory, 32GB of built-in storage, microSD expansion slots, a 12-megapixel dual-pixel rear camera and a 5-megapixel front-facing camera. The Galaxy S7 Edge features a 5.5-inch quad-HD Super AMOLED display and a screen that wraps around both right and left edges of the device, while the Galaxy S7 has a 5.1-inch quad-HD Super AMOLED display. Both models run on the Android 6.0 Marshmallow operating system.