In Brief

The network operator's initiative aims to provide dedicated support at any time of day and asynchronously, offering customers increased convenience and post-purchase aid while reducing frustration

It’s no secret how tedious problem shooting a service or product can be, often involving being put on hold, or passed around between departments with different representatives. T-Mobile is aiming to resolve this common customer pain point with its dedicated “Team of Experts,” who will be on call 24/7 to help clients with any questions or problems that may arise.

The service even includes the option to forego the initial menu interface, meaning that T-mobile costumers can speak directly to a human from the very beginning. In addition, customer service representatives will be supported by neighboring specialists who can jump in at any moment to help solve customer issues and concerns.

Furthermore, instead of encouraging reps to end the call as quick as they can, the program emphasizes the goal to solve the problem within the first call, reducing the the need for additional conversations.

The service also includes a few features to help with time management, including call backs and “asynchronous” messaging, which means customers can answer and continue the conversation at whatever time they see fit. That way, customers can continue or pause troubleshooting at their convenience without risk of losing the agent or having to start over.

T-Mobile

It’s no secret how tedious problem shooting a service or product can be, often involving being put on hold, or passed around between departments with different representatives. T-Mobile is aiming to resolve this common customer pain point with its dedicated “Team of Experts,” who will be on call 24/7 to help clients with any questions or problems that may arise.

The service even includes the option to forego the initial menu interface, meaning that T-mobile costumers can speak directly to a human from the very beginning. In addition, customer service representatives will be supported by neighboring specialists who can jump in at any moment to help solve customer issues and concerns.