Wireless Customers Happiest With In-Store Support
Most wireless consumers are addressing problems with their service online but “nothing matches the overall customer satisfaction and experience that in-store representatives can provide,” said a J.D. Power report released Thursday. “Within other channels, customers may be dealing with a…
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bot or an overseas call center,” said Ian Greenblatt, J.D. Power managing director-technology, media and telecom: “In a world where the use of applications is high, those chats and bots provide both speed and economy; the in-person service provides a more complete understanding of a customer’s needs and wants and, ultimately, higher satisfaction is achieved when resolving wireless issues.” T-Mobile got the top marks in the network operators segment, Consumer Cellular in the value mobile virtual network operator segment.