Telcos united in call for unified customer care

When we launched Support Robotics we made it our mission to be a game-changing company that helped telcos deliver better customer support in new ways. Good old tried and tested customer support tactics just didn’t seem to be working in telco anymore and the industry’s experience managers were frustrated. Our devices were getting smarter, but to the end user, customer service looked pretty much the same as it did 10 years ago.

We decided it was time to reboot customer service in telco.

Are telco experience managers falling out of love with NPS?

Fred Reichheld created the Net Promoter System back in 2003 and it’s been the favoured measure for customer satisfaction in telco ever since. But fifteen years on, many of the experience managers we talk to are starting to ask some big questions about NPS.

A tale from the front line: in-store customer service is broken all over the place

When we launched Support Robotics we made it our mission to be a game-changing company that helped telcos deliver better customer support in new ways. Good old tried and tested customer support tactics just didn’t seem to be working in telco anymore and the industry’s experience managers were frustrated. Our devices were getting smarter, but to the end user, customer service looked pretty much the same as it did 10 years ago.

We decided it was time to reboot customer service in telco.