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Mobile Marketing Magazine: Amdocs Report Highlights Smartphone Support Issues
Amdocs, which provides customer experience systems, has released the results of an independent survey that examined customer care issues associated with Smartphones and the impact these have on user adoption and customer satisfaction.
The survey found that while Smartphones are becoming increasingly complex, the majority of customer support calls pertain to basic issues that can be resolved remotely, requiring little or no technical support.
The survey polled more than 4,000 wireless device users from the US, Canada and the UK late last year. Those respondents who had contacted a call centre classified the reason for doing so as a “technical support” issue, even though the majority of these issues were basic “how to” enquiries such as device configuration (e.g., how to set up email); or menu navigation (such as how to enable wi-fi access). Amdocs notes that these enquiries could have been resolved quickly via web self-service, by Level One customer care agents, or by training the customer on basic usage at time of sale, saving service providers time and investment in support resources. In addition, a majority of the respondents who had difficulties in using their Smartphone stated that they had strongly considered returning their device because they could not resolve these basic issues.
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