Online chat overtakes email for mobile customer service

Friday 9 December 2016 | 10:52 CET | News
Dutch consumers prefer to make changes to their mobile subscription online, rather than over the phone, according to research by Telecompaper in July. A survey of almost 1,500 consumers found that the website is by far the preferred channel for making changes such as a new address or bundle. The phone is the preferred method if consumers need to contact customer service, while around a quarter go to the provider's shop. The survey by the Telecompaper Consumer Panel also found that the use of email is declining compared to 2013, with more consumers, especially young people, preferring online

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Categories: Mobile & Wireless
Companies: Telecompaper
Countries: Netherlands
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