European Communications, 28th April 2015 - Customer care overhaul required to improve user satisfaction, claim reports According to new findings from vendors Astellia and AetherPal, almost half of all mobile customers are dissatisfied with the level of customer care they are receiving from operators, who are in turn struggling to resolve problems stemming from increasingly complex devices. Vanilla Plus, 28th April 2015 - Major UK operators face 20% increase in smartphone customer care costs by 2020 Today’s findings come from AetherPal, a provider of mobile device support software to tier one operators globally. The challenges facing UK operators are consistent with those faced by all operators with high smartphone penetration in developed markets over the next five years: the same calculations predict a 17% increase for German operators at a collective cost increase of EUR€85 million (USD$91 million): and a 13% increase for operators in the USA at a collective cost increase of USD$200 million. Computer…Read More >
Ovum’s Customer Insight survey of over 9,000 respondents indicates that good customer service is the third most critical factor affecting a mobile customer’s loyalty to their mobile provider, and a high proportion of mobile customers are not satisfied with telcos’ delivery of customer care. Mobile operators’ customer service representatives (CSRs) still find it hard to resolve customer issues, as the knowledge and tools required to gain a full understanding of the customers’ complaints, regarding the device, the application used, or the network serving the customer, are either unavailable or inadequate. As the telecoms industry continues to face fierce competition, revenues and profitability will remain under pressure. IT solutions that ensure improved customer service delivery at reduced costs will be essential to mobile operators’ future growth.
AetherPal focuses on helping mobile operators to deliver improved customer service, by enabling CSRs to gain deeper i