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.

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.