Mobile broadband being affected by poor customer service

According to some industry officials the success of mobile broadband is being marred as a result of a lack of good customer service from providers.

Over the past six months mobile broadband has become increasingly popular, with a rising number of people deciding to take up on this relatively young and dynamic technology so that they can access the Internet on the go and enjoy the convenience, ease, and flexibility of this type of broadband access.

However, despite the increase in popularity of mobile broadband, which has been spurred by competitive deals and a wide choice of packages from a number of well known providers, some officials have said that mobile broadband could be even more popular than it is if providers offered more impressive customer service.

Officials have suggested that almost half of consumers in the UK do not understand just what mobile broadband could actually offer them, and they have also claimed that mobile users would spend more if providers offered them a better quality of customer service. The findings were released by Convergys.

Mark Hennessy, director of products and solutions at Convergys, said: “The findings are not exactly new but show that operators still need to do a lot more to improve customer service. It’s a problem that hasn’t gone away and operators could lose out on mobile broadband revenue as a consequence.”

Another official said: “These data show that customer service can drive operators’ revenues from mobile content. What’s more, consumers are actually ready and willing to open their wallets. The key lies in giving customers advice and offers which are tailored to their interests. The good news is that operators already possess the data needed to turn content into cash – and an outsourcing partner focused on customer service can do the rest.”