In attempt to reinvent how businesses approach customer care, T-Mobile is going old school — by connecting its customers with humans instead of robots.
At a press event in Charleston, South Carolina, T-Mobile’s executive team took to the stage to announce ‘Team of Experts,’ — the company’s new customer service model.
Essentially, T-Mobile is attempting to make calling customer service less of a hassle.
Rather than having to explain your issue repeatedly each time you get transferred to a new representative, you’ll have what the company refers to as an “elite care squad” assigned to you specifically.
That way, every time you call or message T-Mobile, you’re directed to the same team who knows your region and preferences
Having spent the time completely redesigning its customer service practices, the company even patented its new solution.