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Customer Care 2.0: Helping Mobile Consumers Help Themselves
Andrew Coward
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For anyone buying a smartphone today, the burden for supporting that device typically falls with the network operator, who is responsible for making sure that the phone works well. In the days of feature phones, this meant dealing primarily with call quality and battery issues. Today, technical support means resolving sluggish performance, application problems, battery drain, configuration issues and bill shock due to unexpected data usage.
As smartphone sales have grown, the impact to customer care has been dramatic. The length of time to resolve each technical support call has, on average, risen by ten minutes and the number of escalations from Tier 1 to Tier 2 call agents has doubled.
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