Managed online self-care solution helps mobile operator brands & MVNOs keep pace with new device launches and reduce their number of customer support calls.
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.
WDS, A Xerox Company, today announced it has been shortlisted for its collaboration with MTN South Africa (the ‘Smartphone Tool’) in the CEM category of the inaugural 2014 Telecoms.com Industry Awards. The CEM (Customer Experience Management) award recognizes achievements from service providers, and relevant suppliers, in improvements made to customer relationship management. Judges looked at … Continued
A third of all calls taken by customer care agents come from customers who failed to find a resolution online, according to research from WDS, A Xerox Company. 5th December 2013, Poole, UK: A third of customers who call their mobile operator for support do so only because they failed to solve their problem online … Continued
26th November 2013, Kirkland, WA: U.S. consumers could be growing weary of the smartphone “spec-war” says a new study by WDS, A Xerox Company (NYSE: XRX). The study found that consumers actually favor ease-of-use over the latest device specifications, with many intimidated by jargon and technical data when choosing a new smartphone. The study, which … Continued
11th September 2013, Poole, UK: WDS, A Xerox Company, is adding over 240 new jobs at its Bournemouth and Poole sites. The company provides customer service solutions to many of the world’s best-known technology and telecommunications brands and this rapid expansion follows the signing of a major new international technology client. Available positions include Customer Service Advisors, Team Leaders, … Continued
3rd July 2013, Poole, UK:The rapid pace of device obsolescence can be damaging to mobile operator loyalty, according to a new UK study by WDS, A Xerox Company. The study found that the life span of a flagship smartphone is now less than half that of the average two-year mobile contract, leaving many contract customers locked … Continued
19th June 2013, Kirkland, WA:WDS, A Xerox Company, has appointed Charlie Bernstein as Regional General Manager (Americas). He will lead WDS’s North American business, spanning customers in the Americas region as well as further develop the company’s leadership in the delivery of customer experience management solutions to the wireless industry. Charlie has over 20 years … Continued
18th March 2013, Poole, UK: A new study of loyalty among mobile phone users in the U.S., released today by WDS, A Xerox Company, has worrying implications for wireless carriers. The WDS Mobile Loyalty Audit 2013 reveals that 36 percent of U.S. customers are considering leaving their mobile carrier in the next 12 months. The study, which integrates new … Continued
9th January 2013, Poole, UK: “In 2013 we’re expecting Near Field Communication (NFC) deployments to focus much more heavily on the transfer of information and authentication; not so much on mobile money,” said Tim Deluca-Smith, vice president of Marketing at WDS. “We also expect the Android OS to increase its market presence this year by widening … Continued