Listen up, carriers: What customer-service offerings do wireless users want? Apparently, it isn’t high-touch interaction. According to a global survey from customer-engagement service developer Momac, subscribers want the following automated interfaces for everyday business (aside from ordering a new device):

  • Checking an account balance (78.5 percent)
  • Activating a new device (55 percent)
  • Purchasing additional minutes/data (53.5 percent)
  • Changing account details (51.5 percent)
  • Seeking assistance using device features (50.5 percent)
  • Purchasing an appealing operator contract renewal offer (50 percent)

The company, whose customers include T-Mobile, Orange Group, Vodafone, Telefonica, Three and KPN, notes “customer experience is greatly improved when an operator gives customers self-service in a mobile self-service environment,” adding “a correlation also exists between operators who will invest in mobile interfaces and the level of engagement with their customer.”

The Daily


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