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Samsung’s new care center is meant to improve customer service
Today, Samsung announced that it is opening a Connected Customer Care Center in Greenville, South Carolina. This facility is aimed at improving and streamlining customer service across Samsung's entire range of products. The tech-focused center specifically emphasizes the connection between the varied devices, gadgets and appliances Samsung makes.
J.D. Power: AT&T unseats Verizon as customer care leader
AT&T is the absolute bee's knees in customer care among the big four carriers. That's if you're listening to J.D. Power, anyway, which finds that longtime champion Verizon is no longer the best at solving its customers' problems. As a precaution, this study is rather narrow in scope and considers just three components of customer care: telephone assistance, online support and in-store personnel. Naturally, this is just one component of customer satisfaction, and factors such as coverage, data speed and call quality aren't considered -- look to Consumer Reports for insight on those. Still, customer care is important and J.D. Power suggests that it's now at its highest levels since 2009. Sadly, not everyone's a winner, as the study also finds that Sprint and T-Mobile both fall below the industry average. On the prepaid side, MetroPCS is keeping its position as the front-runner, but even more curious, it's said that a whopping 69 percent of non-contract customers use carrier apps to manage their accounts. What's more, customer satisfaction is reportedly considerably higher among prepaid carriers that provide these management apps to their subscribers. In this context, it seems that well-targeted bundled apps aren't necessarily bloatware, but we still think its carriers should let you remove that stuff.
Carrier IQ opens up IQCare diagnostics platform to smartphone users
Carrier IQ has announced the extension of its IQ Care platform to enable mobile operators to share the insight gained with its customers. The analytics software measures diagnostic information on your phone relating to network usage, battery life and dropped calls. Previously it's only been available to customer care agents as they remotely diagnose your phone during a support call, but the platform is now being opened up so that data can be viewable on open customer service portals. It's hoped that people will learn how to resolve network issues, the company remarking that 40 percent of smartphones are returned, only to be found not to have any faults at all. It'll launch in the second quarter of the year and you can find out a whole heap more if you head on past the break.
HTC opens 'HTC Care' customer service center in Taiwan
While AT&T went and hired an extra 2,000 or so customer care representatives in preparation for the iPhone launch and Sprint gave its CSRs a rest by nixing some 1,200 customers, HTC is hoping that a new support facility in Taipei will boost awareness and trust in the brand. Reportedly, the center will provide customers in Taiwan with a comprehensive range of services including "personalized consultations on new and existing HTC products, warranty repairs, and other valuable after-sales support." Notably, the HTC Care facility promises "speedy turn-around times" for all items sent in for repair, and unlike Apple's $29 rental fee, HTC customers can look forward to a free loaner should their handset fall ill. Click on through for more snapshots of the sparklin' facility.
