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An Actual Person Who’s Friendly, Articulate is Top Priority When Calling Customer Service

Customers prefer to connect with an actual person, not an automated one, when they call the customer service department of a business or medical organization, according to new research from Clutch, a leading B2B ratings and reviews firm. Nearly a quarter of people surveyed (21%) said interaction with a ‘real,’ as opposed to a robotic, person is their top priority when…

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improve on customer service as new innovations shake up communications sector

Telcos urged to improve on customer service as new innovations shake up communications sector After nearly two decades of uninhibited growth and profitability, African telecoms operators (telcos) are facing the converging forces of digital disruption. Some of the factors contributing to this are: easily accessible broadband internet, popular over the top (OTT) services such as WhatsApp, and changing consumer needs….

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Telecoms, travel and energy industries are worst for customer service

Telecoms, travel and energy brands are the most hated industries for their customer service, while car maintenance brands have the most impressed customers, Which? analysis reveals. Telecoms brands scored an average of 69% for customer service, based on the big brands we included in our survey of 3,690 members of the public. Energy firms weren’t far behind, with an average…

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Up to 15% of Churn Occurs in First 3 Months of Service

Professional services firm Cartesian have asserted that ‘early-life’ churn can represent as much as 15 percent of lost accounts in a recent article on their website. Service providers must prioritize customer retention to compete in markets where customers have multiple options. We previously stressed the importance of customer retention initiatives, specifically focusing on churn due to moves, churn mitigation for OTT offers,…

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Deutsche Telecom service certified by TÜV

Telecom service receives overall rating “Good”; Hotline, shops and technical service are competent, reliable and friendly Competent, reliable and friendly – the customers of the Telekom assess the service at the hotline, in the shops and at the technical service. In February, TÜV Rheinland surveyed 2,670 customers in a representative sample. Thanks to the positive feedback, Telekom is awarded the…

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Cost of poor service of mobile providers in UK? £2.98bn

The annual report from Ombudsman Services, which is one of Ofcom’s Alternative Dispute Resolution (ADR) handlers for consumer broadband, phone and mobile complaints, has revealed that UK people made 55 million complaints during 2016 and 13% were telecoms related. Last year more than a quarter (28%) of consumers spent less with a company or took their custom elsewhere after receiving…

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Customers Choose Best Prepaid & Postpaid Mobile Providers in Germany

A study by market researcher ServiceValue has identified prepaid provider Congstar and postpaid provider Fonic as the best mobile service providers. For the ServiceAtlas Mobile Phone 2017 study, around 2,630 customer opinions were given on 20 general and brand-specific service features for 13 prepaid and 15 postpaid providers. Performance: – Prices / Products – Quality – Price-performance ratio – Customer…

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Vodafone Italy Launches AI-based Digital Customer Service ‘Bot’

Vodafone Italy has officially launched ‘Vodafone Bot’, an artificial intelligence system that provides real-time answers via chat to simple questions of clients, being able to also transfer calls directly to the operator when needed. READ MORE: Italy Telecom market The New Vodafone virtual assistant will be available on its Facebook page Vodafone it and can be accessed on desktop and mobile through private chat, or through the Messenger…

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EE Becomes First UK Mobile Operator To Bring Back All Customer Service Calls To The UK And Ireland

EE delivers on pledge to answer 100% of EE customer service calls in the UK and Ireland, as part of plan to provide best service in the industry Over 1,000 new customer service roles created in the UK and Ireland in 2016 alone EE, the UK’s biggest mobile operator and part of BT Group, announced today that all of its…

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BT To Add Further 500 Customer Service Jobs In UK And Ireland

BT Group PLC on Monday said it will recruit another 500 customer service staff in the UK and Ireland. The new roles are in addition to the telecommunications firm’s previously announced target of 1,000 UK and Ireland customer service jobs by the end of March 2017. BT said that most of these roles will be frontline positions in customer care…

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