August 15, 2018

At its un-carrier next event this morning, T-Mobile detailed its latest move, “Team of Experts” to evolve customer support. Designed to be good for customers and good for business, the new plan focuses on offering personal 24-hour support. T-Mobile has also announced new perks for customers like a free year of Pandora Plus and exclusive ticket access via Live Nation.

Over the last few years, T-Mobile has continually rolled out new initiatives to move the wireless industry forward. These have included perks like free Wi-Fi on flights with Gogo, unlimited video streaming through Apple Music, discounted plans for customer 55+, free Netflix, and more.

During today’s un-carrier next event, T-Mobile’s CEO, John Legere, shared the belief that customer service is the biggest pain point in the industry and that this is the biggest un-carrier move that the company has made.

Looking to retain its top spot in customer care for wireless, the idea is that T-Mobile will give all of its customers “rock star treatment” with its new Team of Experts program, which includes making use of Apple’s Business Chat through iMessage:

  • The end of robots and phone menus – T-Mobile is killing the automated phone menu. You’ll never be forced to talk to a robot, IVR (Interactive Voice Response) or machine again – unless you just want to! When you call or message, you’re routed straight to your Team of Experts, or you can tell your team when to call you.
  • The end of the call center runaround – Traditional call centers randomly route you to reps who are overly-specialized to solve just one kind of issue and goaled on Average Handle Time (aka how fast they can hang up or transfer you). That means customers get bounced from department to department, forced to repeat themselves over and over. With Team of Experts, you’ve got people dedicated to you and your happiness, and they’re highly-trained to handle a wide range of topics, sometimes working with specialists including local retail and engineering to solve even the most complex issues.
  • The end of being told when and how you can get help – Most brands tell you how and when you can reach them. At AT&T and Verizon, forget calling outside of office hours … they won’t pick up. Team of Experts is on your terms — you can call 24/7, schedule a call-back and soon, just ask Alexa or Google to have your Team of Experts call you. Plus, the Un-carrier has launched asynchronous messaging for all T-Mobile customers in the T-Mobile App and iMessage. Instead of waiting for a rep, you are in control. Message your Team with an issue, and they’ll get right to work on it. But you don’t have to wait. Come back to it whenever works for you.

In addition to Team of Experts rolling out today to T-Mobile’s post-paid customers is also a free year of Pandora Plus along with exclusive access to tickets to live concerts and events through Live Nation.

Read more about all the un-carrier next announcements here.


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About the Author

Michael Potuck

Michael is an editor for 9to5Mac. Since joining in 2016 he has written more than 3,000 articles including breaking news, reviews, and detailed comparisons and tutorials.

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