For eBusiness & Channel Strategy Professionals

Primary Analyst Photo	Document Information	Rate this Document
	December 6, 2010 Online Customer Service Review: Wireless Communication Service Providers An Empowered Report: A Look At The Best And Worst Of Online Customer Service by Diane Clarkson with Carrie Johnson, Beth Hoffman	Average: 10  (1 rating)

This is an excerpt

Executive Summary

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.

TABLE OF CONTENTS

• Forrester's Online Customer Service Review Methodology
• Customer Service Best Practices of Wireless Communication Service Providers

RECOMMENDATIONS

• Expand Channels But Don't Overlook the Basics
• Related Research Documents

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.