Trends Report

Online Customer Service Review: Wireless Communication Service Providers

An Empowered Report: A Look At The Best And Worst Of Online Customer Service

December 6th, 2010
With contributors:
Carrie Johnson , Beth Hoffman


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.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.