In case you like Rip Van Winkle have been asleep for a while, today was iPhone (News - Alert) 5 retail day. The lines were long and enthusiasm and frustration at not getting one were both high. In New York City and other places, the police were taking advantage of the lines to urge buyers to register their new devices with them and to be mindful of where they openly displayed their new found prized possessions because every time there is a spike in sales like today the crime rate goes up. Yes, the bad guys are good business people as well as Apple (News 
- Alert).
With all of the hoopla surrounding today, I was struck by an e-mail I received from Amdocs. The company raises an interesting point. Service providers are the way that customers experience the iPhone because at the end of the day, and for that matter at any time of the day or night, they are the throat to choke when people have questions. And, as with any new product, boy do they have questions. Not only do they have lots of questions that put enormous strain on service provider contact centers, these calls generate enormous costs. These are costs as Amdocs (News - Alert) points out could and should be mitigated. In fact, surveys consistently point out that 15 percent or more of new smartphones are returned, and two-thirds of them have perfectly working devices in the box. The primary reason for returns is a failure of customer support at the service provider end to help people get their phones activated or get them running according to the user’s expectations about ease of use... Read More
Tidak ada komentar:
Posting Komentar