Jeff Kagan

eCommerce Times
by Jeff Kagan
When a problem with a mobile device occurs, customers call either the equipment maker or the network for help. The worst response they can get is that it’s the other guy’s problem. That forces customers to go back and forth looking for a solution. It wastes their time and increases their aggravation. The back-and-forth routine loses customers, and it must be avoided at all costs. Read more

equities.com
by Jeff Kagan
PlumChoice works with their client companies, behind the scenes, helping to improve customer care with advanced tech support. Imagine you are a customer and you buy a smartphone or tablet or computer, and something goes wrong. You call the company for tech support. Companies attempt to solve the problem, and in the vast majority of cases, they do. If the problem requires more expertise, companies then transfer the call to their advanced tech support. The next question then becomes: is their advanced tech support inside or outside? Read more