Vodafone Customer Service

What the Telecom world should learn from Vodafone’s customer service failures

In case you missed it, Ofcom recently announced that Vodafone will be facing a large fine after it was found to have failed to properly deal with customer complaints. Figures from the regulator show that Vodafone is the most complained about network in the UK. Vodafone isn’t alone in customer service failures: A survey from 24/7 Wall St. about the …

mobile phone OEM data collection

How OEMs Are Dropping The Ball On Data

Mobile devices aren’t commodities like pencils or coffee cups. As Jacob Katsof,, Co-Founder of UpChannel, likes to remind the telecom industry: ”When someone buys a phone, the new phone owner and the device manufacturer are really entering into a long-term relationship.” The customer who bought the phone expects a basic level of benefits from the phone manufacturer, like customer support, …

samsung + app

What Samsung Can Teach Phone Manufacturers

Samsung has upped its game with the new Samsung+ app for Samsung devices. Most pre-installed apps, or “Bloatware”, as they are infamously known, are memory and battery drainers. But Samsung+ is like having a genius bar on your phone: It offers on-demand answers to common questions, a diagnostics tool to spot potential device issues, and even has live video chat …