Customer care… the good, the bad, and the ugly. Over the years, TV and now Youtube has poked fun at the typical user care experience. Who can forget the Soup Nazi, or looking back further in time, Ernestine the operator? We’ve evolved, as evidenced by the latest from Virgin Mobile. Or have we? The care organization, be it retail, financial, or here, the mobile operator, is always looking for greater touch… the ability to reach out and see just what is wrong. Sometimes they are successful, and sometimes they are not. But they try.
We started The CSR in March 2009 to chat about customer support and other challenges facing the mobile industry. Who’s “we”? Employees of InnoPath Software of course, champions of enabling Tier-1 carriers the opportunity to offer better customer support to end users so that their phones can work the way they were meant to.
Jason Lackey - Demo/Web Guy, Device Fan at InnoPath Software