by Pivot
Tag: Customer Service
Smartaira Launches Partnership to Outsource Customer Service and Network Management
The AI Revolution Comes to Technician Route Optimization
AI route optimization can save time and fuel for field technicians. It can also enhance customer satisfaction by
Don’t Look Now, but AI Powered Chatbots Are Coming and an Improved CX Is One Result
High-frequency, common questions comprise 80% of customer support volumes. By using AI chatbot, companies can
Windstream Launches Kinetic Nexus Wholesale Portal
The Nexus portal uses technology from Connectbase and TransUnion’s TruContact Universal Order Connect, which is built on
Report: Telecom Providers Could See Six-fold Increase in AI Spending by 2025
Telecom AI research from Altman Solon found two broad types of use cases, including “Clear Wins” and “Big Bets.” The former include
Indianola, Iowa Raises the Bar for Customer Service with eLation
The utilities billing system from Innovative Systems that Indianola Municipal Utilities selected has saved countless hours and given
COVID-19 Drives Verizon Hiring of 950 Customer Reps
Verizon hiring plans include video interviews. CSRs will be home-based and are a key part of the company’s value proposition, an exec told us
COVID-19 Telecom Debt Forgiveness: Starry Wipes Out Past Due Balances
Hybrid fiber wireless provider Starry makes a bold move on the COVID-19 telecom debt forgiveness front, The company, which has seen 10% subscriber
Consolidated Communications Leans on AI, Cisco Webex for Improved Contact Center
The Consolidated Communications Cisco Webex contact center will use artificial intelligence and predictive analysis tools to place callers…
Verizon, Google Pilot AI-based Contact Center Platform
The Verizon Google contact center pilot will use artificial intelligence to find customer insights and product information to shorten call resolution and to
Telecom Customer Care Research: Digital Self-Service Tools are Driving Higher Customer Satisfaction
Telecom customer care research from J.D. Power found that two-thirds (69%) of telecom customers attempt to resolve their own technical issues before…
A Good Customer Experience Includes Engaging Customers in Their Native Language
Providing bills in a customer’s native language can enhance brand perception, improve the customer experience, reduce churn and more…
T-Mobile & BURGER KING® Team Up to Give Un-carrier Customers Free BK® Eats
Demographic Communications Preferences: Survey Finds Surprisingly Positive Gen Z Attitudes on Phone Calls
A demographic communications preferences study conducted by Sapio Research for phone technology provider Ooma found that 35% of people age 4 to 24 prefer using a phone call to contact local businesses.
J.D. Power: T-Mobile Scores Highest on Customer Care
The average T-Mobile customer care rating was 833 on a 1,000-point scale. It was followed by Verizon (812) and AT&T (799). The segment average is 803.
One-Time Tech Support Revenues Forecast to Hit $1.7 Billion by 2022
A one-time tech support revenues forecast from Parks Associates sees these services gaining in popularity as connected home connectivity issues arise. Consumers don’t want to . . .
New DevOps Approach Underlies AI-Based Windstream WE Connect Portal
The Windstream WE Connect portal was developed by a team that included people from different parts of the company. IT personnel interfaced directly with customers on . . .
Verizon Digital CX Uses AI to Enhance Customer Service for Enterprise
Verizon Digital CX is designed to give business customers the ability to deliver personalized experiences to customers based on past interactions, regardless of the channel the customer uses to communicate with the business.
T-Mobile for Business Help Desk Targets Small Business
T-Mobile for Business Help Desk costs $40 a month and includes live help for installing, setting up or troubleshooting hardware and software for Windows and Mac devices, along with . . .
Latest T-Mobile ‘Un-carrier’ Move Focuses on CX, Offers Free Pandora
T-Mobile says it treats its customers like rock stars, announcing a T-Mobile Pandora deal and a deal involving the Live Nation ticket service. A T-Mobile deal with Team of Experts aims to improve customer service by eliminating . . .
Improving the Verizon Customer Experience is Objective for Moment Acquisition
The Verizon Moment acquisition will bring Moment’s expertise in digital design into the Verizon fold. The Moment team will focus on increasingly personalized digital experiences such as the My Verizon app and overall improvement of the Verizon customer experience
Consumer Research on Smart Home Installation: Over 33% Struggle
Consumer research on smart home installation from iQor found that consumers spend close to 1.5 hours resolving technical issues. Nearly one in four couldn’t resolve the issue.
J.D. Power: Wireless Satisfaction Tied to Speedy Problem Resolution
Customers who say a lot of effort is required to speak with a live customer service representative have a much lower wireless satisfaction level than . . .
Survey: It’s Confirmed, Truck Rolls Are a Pain in the Butt
A truck rolls (service calls) survey from ContactEngine found that 4% of U.S. consumers have scheduled a single appointment more than 20 times.