Monday, 24 September 2018

Mobile data brings customer service challenges – XL Indonesia

By Mary Lennighan, Total Telecom, in Singapore
Thursday 21 June 12

Mobile operator XL admits customer complaints increased as data usage took off; details CRM transformation project.

The growing use of mobile data is causing a headache for operators not only due to the strain placed on their networks, but also because of the complexity it adds to customer care. "We are facing huge challenges in customer service because of data," said Cut Noosy Keumalafajri, customer service general manager at Indonesian mobile operator XL. "The ecosystem is more complex…

The growing use of mobile data is causing a headache for operators not only due to the strain placed on their networks, but also because of the complexity it adds to customer care. "We are facing huge challenges in customer service because of data," said Cut Noosy Keumalafajri, customer service general manager at Indonesian mobile operator XL. "The ecosystem is more complex…

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