Telcos customer service still not good enough in UK and US
Telecoms operators on both sides of the Atlantic still have work to do when it comes to customer service and satisfaction.
Telecoms.com
Customer service
Telecoms industry remains optimistic despite everything
Seven out ten respondents to the 2021 Telecoms.com Annual Industry Survey are largely happy with how this year went and more are expecting a strong 2022.
UK telecoms complaints decline despite lockdown
You’d think people would moan more about telecoms services when that’s all they have, but the latest Ofcom numbers paint a different picture.
UK telecoms consumers seem to be moaning less
The latest telecoms complaints data compiled by UK regulator Ofcom reveals the level of complaints is declining across the board.
Three UK suffers major network outage
Many Three UK users have reported they have no signal, with Three apparently struggling to get to the bottom of it.
Ofcom introduces text-to-switch
Thanks to Ofcom the days of being passed around a call-centre should theoretically be over, as new text-to-switch rules come into play.
BT gets personal on speed guarantees
BT has announced a new initiative, Stay Fast Guarantee, which will aim to hyper-personalise speed guarantees for new and re-signing customers.
UK MNOs suck compared to MVNOs – Which
Consumer publication Which asked its members to rate UK mobile operators and found the small ones tend to do better across the board.
Complacent UK telcos to be hit with compensation costs
From today, all UK broadband and landline customers will be entitled to compensation for connectivity delays and faults.
Which pans UK broadband leaders for woeful service
Consumer publication Which has slammed the UK broadband scene, pointing towards the unacceptable and consistently poor performance of market share leaders for customer service and performance.
TalkTalk takes swipe at competitors over pricing fairness
TalkTalk has launched its Fairer Broadband Charter calling into question whether competitors know the definition of simple concepts such as honesty and fairness.
T-Mobile US finds a new way to troll AT&T and Verizon
T-Mobile US is testing out a new way to mock AT&T and Verizon by inviting the duo to its own TEX Talks seminars and panels on how to improve customer service.
Google sneaks into the chatbot world with Onward acquisition
Google has made a somewhat sly entry into the chatbot segment with the acquisition of Onward, an automation start-up based out of San Francisco.
Vodafone dubiously tries to fix AI/job loss conundrum
Is the cost of profitability and efficiency worth the PR damage caused by automation and redundancies? That’s one of the difficult questions facing companies in the AI era.
Will Vodafone usher in a new culture of customer service for telcos?
Either customer service is an afterthought for the telcos, or they are just genuinely terrible at it, but Vodafone’s new 30-day service guarantee sets to challenge the status quo of sub-standard service in the telco arena.
Liberty Global projects says telcos might have got the customer service memo
Liberty Global has announced the beginning of a new project which will transform it communicates with customers, leaning on the ‘conversational commerce’ idea championed by Amazon.
Vodafone UK seems to have finally sorted out its customer service issues
UK telecoms regulator Ofcom has published its latest customer complaints numbers and they indicate Vodafone has finally sorted out its customer service.
Telefónica dips toe into AI waters with Huawei SOC tech
Telefonica has announced plans to launch its first artificial intelligence-based operations centre for network management, to drive real-time customer experience analysis and proactive improvements.
Ofcom dishes out the dirt on operator customer service performance
Ofcom has unveiled a new tool which will tell you how good your provider of landline, broadband and mobile services compares to the rest on a customer service footing.
Vodafone tries to divert attention from continued customer service fails
Ofcom’s Q3 complaints data still has Vodafone dropping the ball so the operator wants to talk about its enterprise wins instead. Good luck with that.
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