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December 28, 2005

Cell Phone Users Dissatisfied With Online Help: Report



Courtesy of Networking Pipeline

Web access is extremely important according to 83% of cell phone users, yet only 29% are currently satisfied with using online help to resolve wireless data problems, according to a report by Detacon Inc.

Nearly one third of these users aren't even aware that online help is available, the report notes. Major gaps still exist with all types of customer service, and 34% of users have never solved a problem with a single contact, it adds.

The report also found that consumers must use multiple devices and services to meet their mobile data needs. Of those surveyed, 68% use two or more providers and 14% use four or more. Multiple devices, which include combinations of mobile phones, PDAs, and wireless data cards, are used by 44%.

"As the wireless data market becomes more competitive, service providers will need to make customer care a prime concern. Operators need to take action now, before churn and operating expenses create serious problems," Eckart Pech of Detacon said in a statement.

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