Are your customer service capabilities ready to deal with tomorrow’s devices?

The first iPhone was launched in 2007. And yet, with more than a decade of smartphone ownership under our belts, many telcos still struggle to achieve high levels of customer satisfaction when it comes to managing issues, faults and repairs.

The real cost of ‘No Fault Found’

It’s been said that no more than one in 10 of all phones sold are reported as faulty at some point. Of these, roughly half are returned, and half of those returned are found to have had nothing wrong with them. No Fault Found in telco is a $4bn problem.

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.

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.

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.