{"id":9797,"date":"2012-03-22T13:42:15","date_gmt":"2012-03-22T13:42:15","guid":{"rendered":"http:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/e-commerce\/consumers_tell_mobile_carriers_how_to_save_millions.html"},"modified":"2012-03-22T13:42:15","modified_gmt":"2012-03-22T13:42:15","slug":"consumers-tell-mobile-carriers-how-to-save-millions","status":"publish","type":"post","link":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/technology\/consumers-tell-mobile-carriers-how-to-save-millions.html","title":{"rendered":"Consumers Tell Mobile Carriers how to Save Millions"},"content":{"rendered":"<p>Wireless carriers spend millions on contact center calls related to device <a href=\"http:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/uploads\/sack-of-money.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"mt-image-right\" style=\"float: right; margin: 0 0 20px 20px;\" src=\"http:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/assets_c\/2011\/09\/sack-of-money-thumb-256x256-9785.jpg\" alt=\"sack-of-money.jpg\" width=\"256\" height=\"256\" \/><\/a>questions from their subscribers and to lean more Amdocs recently commissioned a survey which shows that while 83% of the 2,900 consumers surveyed are aware of self-service options, only 37% of consumers use them. Why? You may think because they don&#8217;t have access to a PC or perhaps they have an Apple iDevice and are afraid the answer will be in Adobe Flash and all they will see is a series of question marks.<\/p>\n<p>Well, if this is what you thought, you&#8217;d be wrong on both counts. The reality is that they expect the answers to be wrong or inaccurate.<\/p>\n<p>So perhaps you are thinking, social media is the solution. Nope, 75% of users did not find a satisfactory answer there.<\/p>\n<p>91% of respondents requested a single repository of information which would keep them from having to rely on Google, Bing and\/or another search provider.<\/p>\n<p>TMCnet&#8217;s Peter Bernstein goes into <a href=\"http:\/\/www.tmcnet.com\/topics\/articles\/2012\/03\/22\/279214-amdocs-survey-looks-mobile-service-provider-opportunities-improve.htm\">considerable depth<\/a>, analyzing the study and making important recommendations about how to reduce call center call volume and the associated cost. Wireless service providers should really read the piece.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Wireless carriers spend millions on contact center calls related to device questions from their subscribers and to lean more Amdocs recently commissioned a survey which shows that while 83% of the 2,900 consumers surveyed are aware of self-service options, only 37% of consumers use them. Why? You may think because they don&#8217;t have access to<\/p>\n","protected":false},"author":44,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[166,157,169,158,168,171,181,172,160,196,199,189,118,177,174,191,175],"tags":[],"post_mailing_queue_ids":[],"_links":{"self":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts\/9797"}],"collection":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/users\/44"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/comments?post=9797"}],"version-history":[{"count":0,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/posts\/9797\/revisions"}],"wp:attachment":[{"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/media?parent=9797"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/categories?post=9797"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.tmcnet.com\/blog\/rich-tehrani\/wp-json\/wp\/v2\/tags?post=9797"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}