Reduce Truck Rolls and Poor Customer Service Ratings
March 4, 2019
Isn’t it frustrating when your brand new broadband customers get stuck at the first hurdle? Let’s imagine the experience for a...
Are your customer service capabilities ready to deal with tomorrow’s devices?
November 9, 2018
The first iPhone was launched in 2007. And yet, with more than a decade of smartphone ownership under our belts, many telcos...
The real cost of ‘No Fault Found’
September 12, 2018
Every telco has to deal with thousands of mobile phones being returned for repair – and knows that a lot of them are tested...
Telcos united in call for unified customer care
August 16, 2018
When we launched Support Robotics we made it our mission to be a game-changing company that helped telcos deliver better...
Are telco experience managers falling out of love with NPS?
August 13, 2018
Fred Reichheld created the Net Promoter System back in 2003 and it’s been the favoured measure for customer satisfaction in...
A tale from the front line: in-store customer service is broken all over the place
August 10, 2018
We sent our CEO along to a major UK phone retailer as a secret shopper, and here's what he learned about the current state of...
