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Wireless Provider Wishes

At CTIA Wireless 2009, cellular customers speak up and make their wireless wishes known
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Phil Harvey
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Wednesday April 8, 2009 5:09:02 PM
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re: " I guess the whole idea of turning a very manual, fairly long process into something much shorter and less painful has some appeal."

True in customer service.

Dentistry, too.

jasonlackey
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Wednesday April 8, 2009 5:05:04 PM
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It was interesting being at CTIA - I got to do customer care demos at the InnoPath booth for pretty much the entire show. We have some new technology using OMA-DM and a bunch of other TLAs to help mobile network operators and device makers deliver better customer support over the air. Long and short of it is that most of the people I talked to said that they did not really enjoy dealing with customer support and they felt that the calls usually took too long, often were frustrating and all too often if the call was about anything other than billing or service plans required at least one escalation. People talked about being hung up on, being transferred around and being transferred into black holes.

The cool thing was when I showed them the OTA technology we have - stuff where I can fix a broken email account over the air with a couple clicks of a mouse or update firmware, install software, configure the phone etc, most people thought that would make a big difference. I guess the whole idea of turning a very manual, fairly long process into something much shorter and less painful has some appeal. I guess things like 10 minutes with Steve the helpful CSR are probably more appealing that 30 minutes with Steve the helpful CSR.

Phil Harvey
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Monday April 6, 2009 11:07:17 AM
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Yeah, the perspective of the average CTIA floor walker is something we don't hear that often. And you're right: They weren't all that critical, beyond what we normally hear. 

Would have been funny to throw you in the mix and hear some gripes about LTE deployments right smack in the middle of two folks talking about phone colors and whatnot.

 

ph

Gabriel Brown
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Monday April 6, 2009 4:29:59 AM
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Nice idea. Bit of an easy crowd. That phones 'work without wires' seems enough for some people once you throw in a bit of customer service and lower prices.

Liked the guy from Pensylvania. Adding more towers is suitably difficult.  

Feel sorry for the Canadians. No flat rate mobile data. Really?

The blogs and comments are the opinions only of the writers and do not reflect the views of Light Reading. They are no substitute for your own research and should not be relied upon for trading or any other purpose.
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