In customer service, no-one can hear you scream

Written by on March 14, 2016 in Opinion with 0 Comments

customer serviceIt seems extraordinary, in this day and age, that we still cannot get customer service right. Sure, we make the noises, get our CEOs to make much of customer service during earnings calls and pump out press releases and articles on the subject. And yet, there we are, 50 minutes later, still listening to dire music and waiting patiently to be talked at by someone who clearly has no real interest in our problem. And seems unable to solve it anyway.

So, it is with a mixture of enthusiasm and deep cynicism that we read that MVNOs are emerging with a new Unique Selling Proposition – customer service.

According to a survey by our friends at Telesperience, 67 percent of MVNOs plan to differentiate their offering by focusing on customer service. In fact, it seems that the days of launching MVNOs in order to offer straight discounts is a thing of the past. Different services, new products and customer service are the way forward, according to the research, carried out for Amdocs.

The fact is that the systems are now in place to do it. And setting up a ‘greenfield’ operation is highly attractive to new entrants and established players alike. The ‘legacy’ problem is still an enormous challenge, in fact the largest challenge this year, according to the recent research from Openet.

All of which is good news. If there is to be an MVNO with different ideas and products and great customer service, then customers will change, for sure.

But if the customer service is only a little bit better than the mediocre rubbish we have to deal with at the moment, then all that will happen is that we will continue to write about our ridiculous journeys, with sites that will not allow you to have a security answer with a hyphen, will not allow you to activate your account and completely fails to solve your problem.

Let us hope that we are, actually, looking at service providers who understand the frustration of customers and are seriously addressing it.

It is, let’s face it, about time.

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About the Author

About the Author: Alex was Founder and CEO of the Global Billing Association (GBA), a trade body focused on the communications sector. He is a sought after speaker and chairman at leading industry conferences, and is widely published in communications magazines around the world. Until it closed, he was Contributing Editor, OSS/BSS for Connected Planet. He is publisher of DisruptiveViews and previously BillingViews. .


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