In an effort to ease the data crunch, some providers are launching priority mobile broadband services. For instance, Singapore SingTel announced a new “Priority Pass” service that gives priority to customers on its existing 7.2 Mbps and 21 Mbps mobile broadband plans when the network is taxed. Executive VP Yuen Kuan Moon said the service [...]
Service providers are working hard to minimize and prevent calls to their call centers, for obvious reasons. But they shouldn’t be minimizing the promotion of their support services. Customers want to know they have access to a variety of reliable and integrated support channels, including Web self-service, social media, online forums, and yes, call centers, too. The customer experience continues to drive brand loyalty and in today’s connected world, full-fledged 24/7 support certainly beats having “no one” to talk to.
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