T-Mobile Customers Share Their Voice
Customer experience analytics solution ForeSee announced that T-Mobile USA now relies on its CX Suite to measure, share and take action on customer insights during the brand journey.
With ForeSee, T-Mobile USA now has a multichannel view of its customer experience across web, mobile, and telesales. With T-Mobile USA quadrupling its subscriber base over the past 10 years, you can imagine how important a customer experience solutions are to the success of the enterprise.
T-Mobile will leverage the ForeSee CX Suite and access offerings including Executive Insights (allows executives to drill down into data, perform "what-if" analysis and analyze open-ended comments), Priority Mapping (provides a visual presentation of what elements matter most to customers), ForeSee Feedback (in-page analytics, and self-service survey creation and deployment tools), and ForeSee cxReplay (offers a visual replay of a consumer's web and mobile navigation, pinpointing where visitors are struggling to resolve issues that are negatively impacting the customer experience.
"Buying wireless online can be complicated -- especially on a mobile device -- so we see some customers move from the online channel to telesales during the purchase process," said Kerry Sikora, T-Mobile's Senior Manager, Web Business Intelligence. "We needed to better understand why mobile users weren't converting as quickly as those who shop via the web. We can't measure our web, mobile and telesales traffic in silos, and with ForeSee we can see the whole customer landscape. We're now equipped with one solution that helps us understand multichannel interdependencies and fix issues fast."