Tag Archives: customer service

HireIQ Revolutionizes Interviews with Telecom APIs

Continuing the series of companies running their business on Telecom APIs, I interviewed Kevin Hegebarth, Vice President, Marketing and Product Management at HireIQ.  HireIQ’s SaaS-based on demand interviewing and assessment solutions improve hiring efficiency, lower attrition, and improve workforce performance.  When Kevin explains their proposition to me it was obvious, and that’s the power of […]

One to Watch: Voxeo. Quietly Making Network API-Enabled Services a Success

Voxeo has quietly built over the past 12 years an impressive enterprise voice and messaging business.  Their business began in hosted IVR (Interactive Voice Response) where they’ve achieved a leadership position as shown in the Ovum analysis below.  However, through their 250k strong developer community they’re really now a leader in communication enabled business processes. […]

Open Letter to Operators on Improving Their Customer Service

Dear Operator, When I have a problem with your network, I really do not want to call you.  I fault-find my home network, I reset the router, I check the ONT (Optical Network Terminal), I reset the PC, I reset the router with the PC off and then turn on the PC.  I do everything […]

T-Mobile’s Latest Customer Service Failure

My experiences with being a customer of a mobile operator have not been as good as most of my other service provider experiences.  There is a significant gap between what we say and do as an industry.  I covered T-Mobile’s extortionate billing and their poor customer service experience compared to Amazon.  The last straw came […]

Operators need for Baby Steps in Business Intelligence, More TMO Customer Service Woes, and the ITization of Telecoms

Amazon provides amazing customer service, I’ve never had to call them through the hundreds of transactions, everything is just there online.  Its respectful of my time and lack of patience.  Comparing this to my latest TMO (T-Mobile) experience has me wishing Amazon would take over TMO’s customer service.  The week before last my wife had […]

Let’s Not Forget the Customer Service Basics in the Race to Innovate: Poor Customer Service Example from T-Mobile US

As a consumer, of all my bills my mobile/wireless phone bill remains the most troublesome.  Electricity, water, gas, broadband, TV and even fixed/VoIP telephony appear with few surprises.  A quick search online shows there is a significant problem with mobile operator’s billing.  My recent experience with T-Mobile US made me realize they do not understand […]