Key Takeaways:
- Whether customers are buying a new device, seeking technical support, paying a bill, or starting service, they’ll connect with a friendly expert within five minutes—or be offered a callback.1
- Customers who pair AT&T Fiber or AT&T Internet Air and wireless service can work with one technical expert, eliminating unnecessary transfers and repeated explanations.2
- If AT&T doesn’t meet these commitments, eligible customers will receive a benefit.
What’s New
AT&T is expanding America's Best Guarantee to deliver a faster, simpler experience. Now, customers who call AT&T can expect an answer in 5 minutes or less and if not, they will be offered a callback at a time they choose. Customers who pair AT&T Fiber or AT&T Internet Air and wireless will have one dedicated technical expert to assist from start to finish. If we fall short of these promises, the Guarantee proactively makes it right with a benefit.
Why it Matters
As Americans push back on the "annoyance economy" of endless hold times, transfers and repetitive processes, AT&T is simplifying support and giving customers time back in their day. A recent AT&T survey conducted by Harris Poll reported that 60% of Americans say getting transferred from one agent to the next is a top pet peeve. More than 3 in 4 Americans say 15 minutes is the most they’re willing to wait for customer support. Now, AT&T guarantees a live expert answers within 5 minutes or a callback is scheduled. If we miss the mark, we make it right. Customers value their time—AT&T's latest commitments reduce two of the biggest customer frustrations: long waits and repeated transfers.
Trust by Design
AT&T proactively shares the recap of conversations between their friendly experts and customers. Authenticated customers who opt in can receive an AI-generated recap of their customer care conversation by text—giving them a convenient copy of what was discussed. This allows customers to know what was discussed and what comes next, saving them time and helping prevent the frustration of repeating their story or saving screenshots just in case.
Connecting People All Ways and Always
At home, at work, and on the go, customers expect to always be connected when it matters most. With America’s largest wireless and fiber networks, AT&T brings together two of the strongest connectivity assets in the industry—and we’re the first and only provider with a guarantee that includes both fiber and wireless networks, with a care experience to match. In the rare event of an outage, we proactively make it right with a bill credit for a full day of service.4 No action required from the customer. We’re committed to delivering the simple, smart, and expert experience our customers deserve.
“Customers want support that is simple, fast, and transparent,” said Jenifer Robertson, executive vice president and general manager, AT&T Consumer. “This is about more than speed—it’s about removing friction and earning trust in every interaction. We’re setting a clear standard for the experience customers should expect and holding ourselves accountable when we miss it.”
The AT&T Guarantee is a promise to always do our best by customers, and to make it right when we don’t.
