Tag: telecom

Digital Customer Care Boosts Satisfaction in the Wireless Space

Cells talking about customer satisfaction with their cell provider

Digital has surpassed voice. According to a study by J.D. Power, online service tools have won over traditional phone-based care as more wireless customers are resolving inquiries online, either through self-service tools or via live chat. Increased satisfaction…

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You’re Only as Good as your Last Show: How Digital Channels Help Customer Retention

customer retention

As the old show biz adage tells us, “you’re only as good as your last show.” The same holds true for many industries; for example, telecom. Imagine that your contract with your provider is nearing its end. Your…

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Comcast, Bank of America Make Customer Service Hall of Shame

A new report shows that many of America’s biggest corporations are doing a poor job when it comes to customer service. It suggests that new approaches to dealing with customers, such as introducing social media or text messaging…

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