At the top of this article, you can see what Samsung's chat system looks like. After just a few seconds on the homepage of Samsung.com, a “Chat with an expert” box pops up, and with a single click, you get connected to a person. This pop-up appears on nearly every page on Samsung's website, and at a glance, it seems like a customer service line. The Verge's report says this is actually a system exclusively full of salespeople who are “commission-only, with no hourly rate.” If they don't make a sale, they don't get paid.
…
These employees technically aren't supposed to handle customer support queries, aren't trained in customer support, and won't get paid for doing a customer support chat. None of the people visiting Samsung.com know that, though. The official documents instruct salespeople not to respond to customer service requests and instead direct people to Samsung's support page and close the chat. The catch is, customers can also rate the salespeople after this interaction. Employees tell The Verge that not doing customer service for free leads to lower satisfaction scores, and low satisfaction scores lead to being fired. The employees say they are also encouraged to do these free customer support calls by both Samsung and its partner in this chat enterprise, a company called “Ibbu.”