Almost half of British mobile users dont understand what mobile broadband can offer them.
A survey by Convergys found that 47 per cent of consumers are still bemused by operators' data and content offerings. However, improved customer service would help them spend more.The study showed that 38 per cent would spend more money if better advice on what’s available was offered, while 39 per cent would respond to special offers.
Nearly one in five mobile users (17 per cent) would actually pay a premium for excellent, responsive customer service. The Convergys research shows that most UK customers rate the quality of customer service/product as more critical than price or brand.
"These data show that customer service can drive operators' revenues from mobile content. What's more, consumers are actually ready and willing to open their wallets," said Jean-Herve Jenn, president, international, for Convergys.
"The key lies in giving customers advice and offers which are tailored to their interests. The good news is that operators already possess the data needed to turn content into cash - and an outsourcing partner focused on customer service can do the rest."
Advertisement
