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CSPs Can Leverage Self-Help Apps to Unburden Help Desks

By: Paula Bernier, TMC Executive Editor

The Internet and the smartphone have altered customer expectations related to service. They have both elevated the requirement for fast results in terms of response times, and they have made consumers more comfortable with finding answers themselves using the devices in their hands and the information that is now at their fingertips.

Meanwhile, communications providers continue to expand the ever-growing number of services they offer to consumers. That now includes an array of Internet access, mobile, and TV services. The growing number of CSP services and customers also increases the potential for more help desk inquiries.

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