Finding the friction in mobile phone support

The challenge

Customers seeking help with their phones could encounter problems moving between troubleshooting, repair, and support agents. The client needed to know which parts of the experience to improve first.

How we approached it

We combined online focus groups, self-paced activities, an in-person panel, and a quantitative study. We also compared the client's support experience with competitors.

The research examined troubleshooting, mail-in repair policies, and the information and tools available to support agents.

What the research informed

The findings helped prioritize a customer support roadmap and informed a Center of Excellence focused on improving the service experience.