Now the Un-carrier wants you to love assistance, not despise it. The wireless industry isn’t known for glowing interactions with customers, but the Team of Experts should fix that at least one of the nation’s largest carriers.
T-Mobile, which runs a network for more than 74 million subscribers in the U.S., will use its new branding as a way to better connect people on both sides. Whenever and wherever you need assistance, T-Mobile’s Team of Experts is ready. The nationally-distributed division focuses on individual regions and their customers.
Each region breaks down into areas that’ll have a dedicated group of as many as 40 employees available. As for the employees, they’re not compensated based on how little time they spend communicating with customers. T-Mobile will issue bonuses depending on customer satisfaction.
By reaching out to T-Mobile, you’ll be able to get help immediately. The carrier isn’t putting customers in a time-consuming line that’ll only lead to robots and menus. Instead, T-Mobile says its around-the-clock geniuses are waiting to hear from you by call, text, email, and live chat. Later on, the Team of Experts will be offered on Alexa and Google Assistant.
If you schedule a timeslot and turn out to be busier than expected, T-Mobile will just try again within minutes. The Team of Experts work around your life.
T-Mobile thinks other companies can take advantage of its practices, too. Anyone who commits to the initiative will gain access to the magenta-loving brand’s still-patent-pending technologies. Who knows, maybe it’ll really make customer service not soo awful in a few years.