Tag Archives: Customer Care

T-Mobile adopts Tupl’s AI technology to make its customer care better

T-Mobile is adding some new technology to its customer care arsenal. Tupl announced today that T-Mobile is using its Automated Customer Care Resolution (ACCR) tool. The technology uses artificial intelligence (AI) to give T-Mobile customer care reps with detailed cause reports and technical resolutions so that the the reps more quickly help customers. Tupl claims that its ACCR tool is 100 times faster and up to 4 times more accurate than other resolution methodologies. Here’s what … [read full article]

T-Mobile and MetroPCS top J.D. Power’s latest wireless customer care rankings

One day after OpenSignal said that T-Mobile had the fastest average LTE download speeds of major U.S. carriers, T-Mo has won another award. J.D. Power says that T-Mobile offers the best wireless customer care in its first 2018 studies. T-Mo finished with 828 points out of 1,000 while Verizon came in second with 822 points and AT&T came in third with 811 points. Sprint finished with 755 points out of 1,000. MetroPCS performed similarly well in … [read full article]

T-Mobile finishes a close second place in J.D. Power’s latest wireless customer care report

One day after T-Mobile finished No.1 in Nielsen’s Customer Service Satisfaction report, another group has recognized T-Mo for its customer service performance. J.D. Power today released its 2017 U.S. Wireless Customer Care Full-Service Performance study, which examines the customer service of postpaid wireless carriers. That includes customer service performed over the phone, in walk-in retail stores, and online. In its latest report, J.D. Power ranked AT&T the highest among postpaid U.S. carriers for customer care, … [read full article]

T-Mobile wins J.D. Power wireless customer care study again, says new iOS app launching today

It’s happened again, everyone. T-Mobile has received the highest rating in the latest J.D. Power Wireless Customer Care Study. The latest J.D. Power Wireless Customer Care Full-Service Performance Study shows T-Mobile edging out AT&T with a total score of 802 to 800. Meanwhile, Verizon scored 786 and Sprint brought up the rear with 755. J.D. Power says that T-Mo does particularly well with its phone … [read full article]

T-Mobile beats out other major US carriers in Consumer Reports nationwide survey

After winning a J.D. Power customer care award and an Ookla award for “Fastest Mobile Network,” T-Mobile today beat out its competitors again. T-Mobile has been named the best US wireless carrier by a Consumer Reports nationwide survey. The survey asked customers about the carriers’ value, voice quality, texting, data speeds, web issues, and customer support. T-Mo beat out the other three major … [read full article]

T-Mobile opens brand new customer care center in Birmingham, Alabama

T-Mobile just announced through a press release that it has opened a new, expanded customer care center in Birmingham, Alabama. Company execs (including Mike Sievert) and a number of other T-Mo leaders were present as the carrier opened its brand new center. As well as opening its new center, T-Mobile committed further financial support to the local community in Greater Birmingham by announcing a $10,000 grant to the YMCA in the … [read full article]

T-Mobile CEO Spins JD Power Results, Shows Big Improvement In Customer Service

While T-Mobile’s fourth-place streak of JD Power awards continued yesterday, CEO John Legere managed to spin some positive news out of the results. Even if T-Mobile showed up as “worst” of the four carriers, they showed the biggest improvement according to a chart provided by Legere. According to the image, T-Mobile’s score grew by 45 points, 9 more than AT&T which added 36 points from its Volume 1 score to take its first … [read full article]

Newest JD Power Results Show T-Mobile Still Has Customer Service Needs

For all T-Mobile’s recent bravado, there’s still one avenue the company needs to seriously overhaul: customer service. Unfortunately, a new JD Power study finds T-Mobile in last place once again as Volume 2 of the 2013 Wireless Customer Care Full-Service performance study is released. T-Mobile’s fourth place finish isn’t all that shocking anymore, but what is … [read full article]

Newest JD Power Customer Care Awards Released, T-Mobile Continues Last Place Run

With the newest JD Power study out and with T-Mobile taking another fourth place finish, there are two separate issues here. The first is taking fourth place and why with all the changes T-Mobile exec team has attempted to instill over the last six months internally, hasn’t the needle hasn’t moved at all? The second question is how on earth does T-Mobile lose out to AT&T? Save for Comcast, I’ve never dealt … [read full article]