August 19, 2013
Self-service: Quick, convenient, secure
By Bob Johnson, Chief Service and Information Technology OfficerI’ll be the first to admit it: Old habits are hard to break. Naturally, when we began asking our customers earlier this year to use online tools or other self-service options to perform many basic account transactions instead of calling Care, I knew it would be a tough row to hoe. People are creatures of habit; why change when something works well?
Here’s why: Sometimes the alternative is better. Our goal at Sprint is to provide world-class customer service, but we’re always looking for ways to provide that service faster and more efficiently. Allowing customers to handle many transactions online is faster and more convenient for them and gives our call center agents extra time to assist customers with more difficult problems.
It’s also the right thing to do. A customer once told me that the plans and devices we offer may be a great way to get people in the door, but we will be remembered for the service we provide.
The airline industry was one of the first to offer self-service. Why would you stand in line now to get a boarding pass when you can print one at home or work? Home improvement stores offer self-service checkout stands, and my bank is constantly encouraging me to use their mobile banking app. Wireless self-service simply lets consumers conduct business quickly, conveniently and securely.
We offer simple and flexible service options, all starting at Sprint.com – things like paying your bill, activating or swapping a new device, making plan changes, or adding or removing restrictions such as blocking texts, adding or removing features, or signing up for ebill.
I’m encouraged to see more and more of our customers making the shift to self-service. In fact, more than 280,000 transactions have shifted from call centers to My Sprint. Frankly, self-service is a game-changer. It’s about staying competitive and building loyalty. Customer expectations are at an all-time high, and service is now the second most important reason (behind Network) why customers choose a carrier.
Service transformation is a “rebalancing” of our service strategy to ensure that customers have the clearest and easiest resolution path possible, whether it is online, in a store (we know customer satisfaction is 20 percent higher when device issues are solved in a face-to-face interaction) or over the phone.
It’s my job to ensure that everything we offer gives you the ultimate wireless experience…and the chance to help yourself.