“Give a man a fish and you can feed him for a day…
But teach a man to fish and you can feed him for a lifetime.”
You’ve probably heard this quote before. It is, I believe, the best way to serve our customers.
Our customers are smart people. They’re adopting new technology faster than ever before. And they are much savvier when it comes to resolving issues on their own.
In the last 2 years, we’ve seen a 31% increase in the number of customers who use our digital channels – via chat, social media and online – to take care of their questions or issues. And many were able to resolve it themselves. How do we know? Our customer call-backs for unresolved issues dropped 27% in the last 2 years.
This transition is important. If you can resolve an issue online or via our chat function, you don’t have to take time out of your busy day to speak with an agent. And you don’t have to meet a technician at home. For us, this has meant 13% fewer truck dispatches. For you, a better experience.
When it comes to certain issues, we can predict with near certainty when we’re going to get a repeat call. So we do our best to anticipate your needs. For instance, if we ship you a package with a new modem or other device, we text you a link with all the information we know you’ll need to complete your installation.
Customers today are streaming video to their devices at record levels. More than 60% of our network traffic is video. And mobile data traffic on our national wireless network exploded 150,000% from January 2007 to December 2015.
Our goal is to provide customers the flexibility to do what they need to do – on their own schedule. Our digital options put that power at their fingertips.
Andy Morrow – Assistant Vice President – Digital Care