In the second quarter of 2012, McKinsey & Company conducted its first eCare consumer survey. The survey addressed 2,000 respondents in France – customers of the main telecoms operators in that country. Its key focus was on understanding the difference in customer service between digital and traditional channels for telcos, and on identifying roadblocks to adopting digital channels.
Smartphone users are getting familiar with software updates. When Apple officially released iOS7 for iPhone on September 17, within one week more than 50 percent of iPhone users installed the latest release on their device. The adoption by users was faster than with iOS5 and iOS6.
Mobile operators can no longer offer unlimited customer service for smartphones. Device complexity and the fast adoption of these “handheld computers” leads to congestion in the call center. In a presentation on June 15 at the Telecompaper congress in Amsterdam, CEO Wouter Deelman illustrates how the volume of smartphone supp... Read more
This website has not been updated for some time. Yet, we are proud to have won several new customers which are already “live” with our picture-based customer selfcare application. Check out our Clients page for the current list.