As consumers gain access to progressively more information and choices, effective customer service has become a key factor in earning their loyalty. Industries across the board are strategically focusing on what it takes – above and beyond the quality of core products and services – to keep their customers happily coming back for more. “Customers are increasingly adopting mobile self-service as an important channel of interacting with the operator, this is especially true for smartphone users.” (Mobile Self-Service: the future of on-device engagement; Analysys Mason 2012). In our extensive experience working with telecom operators around the world, we have…
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