Delivering analysis and trends for the wireless community

Blog

The WDS blog delivers analysis into some of the key trends shaping the customer service experience, providing valuable insight for the wireless community.



The changing face of customer support, calls for a self-care revolution…

The changing face of customer support, calls for a self-care revolution…

A recent WDS call audit reveals a growing trend for customers to self-serve online with 40% of customers heading to their mobile operator’s website before they called its contact center. Unfortunately for customers and mobile brands alike, customers are not always able to find the information they need online.

How to reduce the cost of a customer support interaction by 98%

How to reduce the cost of a customer support interaction by 98%

For regional operators and MVNO brands, the self-care problem is further compounded by the increased prevalence of SIM-only plans which allow customers to bring their own devices onto the network Tweet lang: en_US Today, 40% of subscribers visit their mobile operator's website before they pick up the phone to customer support. 82% of them did … Continued

MWC2014 – That’s a wrap

MWC2014 – That’s a wrap

As the Mobile World Congress closes its doors we look at key announcements and trends during last week.

Apple and Samsung vs the rest

Apple and Samsung vs the rest

Apple boasts 76% brand retention and Samsung attracts 34% of all consumers switching device brands. New data from WDS, A Xerox Company, finds that breaking the smartphone duopoly won’t be easy.