Why Read This
Forrester evaluated the online customer service offerings of the four largest US wireless communication service providers — AT&T, Sprint, T-Mobile, and Verizon Wireless. Our analysis uncovered strengths including well-designed Help and Contact Us sections and adoption of social media and video for customer service. At the same time, all of the companies we evaluated were plagued by issues including a lack of contextual help, limited online self-service functionality, and underemployed technologies such as virtual agents and click-to-call. To improve online customer service, eBusiness professionals should conduct regular reviews of their online customer service capabilities, focus on improving content relevancy, and consider extending online customer service technologies to include virtual agents and proactive live help.
Tags: Consumer Electronics & Technology, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Design & Usability, eCommerce, Expert Reviews, Media & Entertainment, Mobile Services, Packaged Solutions, Social Computing, Social CRM, Telecommunication Services, Web 2.0