Wednesday, April 29, 2009

The customer is always right (except this time)

Anna Yong

Apparently a RadioShack employee punched a customer trying to return something this past weekend.
So the question is, how often do CSRs trying to handle returned mobile phones feel the same way?

Mobile Device Management (MDM) can prevent the number of returns devices by 20%. (Statistically, 63% of devices have “No Trouble Found”, and 31% of those are only configuration problems – problems addressable via Mobile Device Management – so 63% * 31% = 20%). Essentially reducing the customer service frustration factor by 20% right? Isn’t that worth it?

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