USA: Mobile Customer Services in 2023
Mobile phone customer services have drastically changed in recent years. In 2023, customer reviews from the majority of mobile phone providers are at a all-time low due to companies having done little to address issues with their customers. Instead they choose to to limit customer services and restrict their services while increasing fees.
Mobile customers are finding it difficult to receive assistance with their phones as companies continue to outsource customer service operations overseas and automate in order to increase profits.
Mobile customer services should be improved with more transparency and quicker response times. The promises of 5G are just not happening in real life.
Customer services is the cornerstone of efficiency for people and businesses right across the United States.
Poor Service Experiences for Small Businesses
Customer service experiences can impact a business’s success more than ever before, no matter its size. Poor service experiences often result in customers switching to competitors and leaving reviews that damage reputation and credibility.
A gap has been widening between multi-nationals across the globe to small businesses. This is due to China’s superior 5G download speeds: 299 Mbps compared to only 94 Mbps in the US.
As the digital age expands further and puts small businesses at a further disadvantage, these companies must develop specific customer service strategies that optimize their online interactions with customers.
They need to provide an exceptional yet efficient experience if they wish to remain competitive and survive in this fast-moving market.
Quality of Communication
The quality of communication between customers and mobile phone providers has also been on a steady decline in recent years.
Companies have made customer service even more difficult by cutting back on their personnel, forcing customers to rely on automated messaging services that leave them feeling frustrated or ignored.
This lack of quality communication is further exasperated by companies outsourcing their customer service operations overseas where language barriers can create difficulties for the customer.
Cost of Service Providers
Service contracts now often come with hidden fees and restrictive practices that make it virtually impossible for consumers to shop around and compare services.
This means that customers are at the mercy of service providers, who can decide what they charge without fear of competition. In recent years the top Mobile Phone Operators have not been afraid to increase their prices while still restricting data.
Cost-conscious customers must be vigilant in researching each service provider before making a purchase, as there is a high risk of paying more than necessary for the same product or service.
FCC Lack of Direct Action
Lobbying money has been on the rise over the years and it has negatively impacted customer services in the U.S., with large corporations having an outsized impact on policy decisions. The Federal Communications Commission (FCC) is feeling the effects of this trend in multiple ways.
It’s well known that FCC has lacked direct action to protect consumers’ right to reliable and secure customer services, due in part to large companies pouring tons of money into lobbying and gaining great amounts of influence over FCC decision-making processes.
This trend underscores the importance of citizens being proactive when it comes to advocating their own rights over customer services. They can have a more meaningful impact if they get organized.
Lobby Money for 2022
AT&T: $12.39M + $23M fine
Spectrum Mobile: $11.42M
CTIA (Mobile trade Association): $13.89M
NCTA (Mobile trade Association): $13.72M
The above list is just a snap shot as the total lobbying money from the mobile phone industry was $117.16M in 2022.
A Lack of Human Interaction
Mobile phone customer services have become a popular go-to for customers who need assistance, however this means there is less direct face-to-face contact with representatives of the company. Relying solely on technology to solve issues removes any in-person human interaction.
There are some positives to this shift from interpersonal contact to technological support, such as more accurate record keeping and increased efficiency.
However, having no opportunity for customers to meet directly with representatives can be a disadvantage in some situations, such as when difficult decisions need to be made or complex problems must be solved.
Without the direct human exchange taking place, companies rely upon processes which may not always result in satisfactory outcomes. A lack of human interaction can ease certain aspects of customer service but overall it has serious implications that must be taken into account.
Mobile phone companies often have technology limitations that can be frustrating for customers. This includes features such as the efficiency of answer phone message delivery and poor coverage. Customer services must be ready to answer questions and help customers troubleshoot any issues they may face.
Unfortunately, nearly all mobile phone companies in 2023 only offer a limited amount of customer support options. Gone are the days when companies employ a large customer service staff. More varied options tended to create an experience that is pleasant and convenient overall.
Authorities such as the Federal Communications Commission (FCC) urgently need to be given more powers to investigate mobile phone companies and hold them accountable.
New regulations related to how mobile phone companies should treat minority or disadvantaged communities must be made clear.
Hurrican Irma has shone a light on this important issue, making it even more imperative that mobile phone providers understand their requirements when their customers need them the most.
It is clear that mobile customer services in 2023 are not nearly as efficient as the could be. Mobile phone companies must take steps to improve customer service experiences with specific strategies such as creating more transparency and investing more resources into customer communications.
If this issue remains unaddressed, businesses risk losing customers and damaging their reputation globally. “Americans deserve better.”
Some of the tone in this article is based on my own thoughts but all facts are based on reports and research.
About the Author
I was born both American and British in the 1960’s and have since lived in 4 US states, each state in different decades. I first started with Bradington, Florida then Ventura in California. Later living in Kansas City, Kansas and now Tucson, Arizona. In my youth I was a liberal but after owning a farm in Devon, England, I evolved to becoming a Conservative. I am now a non active Republican with Liberal tendencies.
I have both run several businesses in the US and also traded as an International company. Since my first business launched in 1991, I have mentored start-up business owners from all parts of the world and some have gone on to become very successful (which is testament to their dedication and hard work).
Throughout my business life, my first priority has been helping people. My secondary priority is helping the environment. That continues to this day through THX News.
Sources: Open Secrets, THX News, Light Reading & Forbes.