T-Mobile Launches 'Team of Experts' Aimed at Personalizing Customer Service, Supports iMessage Business Chat

Discussion in 'iOS Blog Discussion' started by MacRumors, Aug 15, 2018.

  1. MacRumors macrumors bot


    Apr 12, 2001

    T-Mobile held a press conference today announcing a new "Team of Experts" service, which is the company's next "Un-carrier" move that's taking aim at the poor customer service performance of rivals like AT&T, Comcast, and Verizon. During the hour-long conference, T-Mobile CEO John Legere and EVP of Customer Care Callie Field explained that customer service is "the biggest pain point" in the telecom industry today.

    Team of Experts aims to nullify that customer frustration by introducing a tight-knit team that is dedicated solely to each individual user, and others in their city, with no robots or automated phone menus to navigate around. The company hopes to make Team of Experts feel more personal than traditional customer service, and even allows you to see a photo of your team in the T-Mobile iOS app.

    When you call or message T-Mobile, the company will put you straight through to a member of your team. If you open an issue and have to contact T-Mobile again, the same team will still be covering the matter, making it easy to keep track of ongoing service requests and fixes.
    Team of Experts will be available 24/7, and you can schedule calls to let the team know when you're available. In the future, T-Mobile will also support Alexa and Google Assistant prompts that can set up Team of Experts calls.

    Notably, the new customer service feature is also launching with asynchronous messaging for all T-Mobile customers in both the T-Mobile app and in Apple's Messages app thanks to Business Chat. This means you can easily launch Messages on iPhone, iPad, or Mac, text your Team of Experts with an issue, and let them get to work on it, all without having to call.

    Team of Experts is live beginning today for T-Mobile postpaid customers as a free addition to their accounts. The company says that the best way to reach the team via phone call is to dial 611 from a T-Mobile phone.

    The company also had a few music-related announcements, including the reveal that T-Mobile customers will get a free subscription to Pandora Plus for an entire year. Users will be able to get a code to unlock their free Pandora Plus subscription in the T-Mobile Tuesdays iOS and Android app on August 28.

    T-Mobile is also partnering with Live Nation so that T-Mobile customers can get last-minute reserved tickets to sold out shows "at first day prices." On LiveNation.com, users will be able to look for a T-Mobile Reserved Seats icon starting 30 days before select shows, confirm their T-Mobile account, and get access to the event. Discounted tickets will also be available starting August 21 in the T-Mobile Tuesdays app for concerts including Charlie Puth, Wiz Khalifa, and more.

    There was no mention of T-Mobile's upcoming OTT streaming television service during today's press conference, which is supposed to launch in 2018.

    Article Link: T-Mobile Launches 'Team of Experts' Aimed at Personalizing Customer Service, Supports iMessage Business Chat
  2. Bswails macrumors regular

    Jul 28, 2016
    Would have rather a year free of music service of your choice but this is cool also keep it up T-Mobile!
  3. matthew12 macrumors member


    Aug 27, 2009
    Don't understand why they needed a whole press conference to announce this. A press release and video from Legere would've been enough. Now where's that TV service?
  4. moabal macrumors regular

    Jun 22, 2010
    I am glad T-Mobile was courageous enough to be the first carrier to allow for contactless plans and paying for devices on installment. All the other carriers followed suit. However, after 5 years it seems like the industry has gone full circle. Things are even more complicated before Un-carrier started (Pre-2013).

    2008-2010: Unlimited data, locked phones
    2010-2013: Paid for data by the gig, no new unlimited data plans (rest grandfathered), locked phones
    2013-2016: Plans go back to unlimited data and prices go down, unlocked phones by installment
    2016-201x*: Unlimited data plans carry more restrictions, bundling other services to phone plan (DirectTV, Hulu, etc.), prices go up, unlocked phones by installment.

    Owning a phone and having a plan is not really any cheaper than before T-Mobile started uncannier. It is simply more transparent. I am happy for this. However, it would be nice if we could have some cheaper plans. For example, I am not a huge data user as I use WiFi almost everything. Thus, MVNO might be better suited for me.
  5. nutmac macrumors 68040

    Mar 30, 2004
    T-Mobile is giving away Plus tier ($4.99/month) of Pandora, which is radio without ads. All the major streaming services start at $9.99/month with on-demand listening.
  6. nburwell macrumors 601


    May 6, 2008
    I'll take a year of free music! Even if I already use Spotify and SiriusXM
  7. nutmac macrumors 68040

    Mar 30, 2004
    T-Mobile launched Essentials that costs $5-10 less per line than pricier ONE plan. But it is misguided as it does not include taxes and fees. With taxes and fees, it's essentially a wash.
  8. moabal macrumors regular

    Jun 22, 2010
    Exactly my point. Their cheaper plans are just restricted. When they started uncarrier in 2013 it was one price, no restrictions take it or leave it. I doubted this could be sustainable for the long term. Now everything is even more confusing for the average customer currently.
  9. dancefreak macrumors regular

    Jan 6, 2004
    Hermosa Beach, CA
    While there weren't details, this isn't accurate as Legere specifically mentioned it at the very end when he said that better customer service will be a component of TV and people could think about their negative experience dealing with the cable companies over the next couple months between now and when T-Mobile formally announces TV plans.
  10. macduke macrumors G3


    Jun 27, 2007
    Central U.S.
    I joined T-Mobile last year and I remember when I was having some issues after moving over that I was bounced around through a bunch of Indian call centers with people I could barely understand. Eventually this lady calls me and she was higher up and as nice as could be. She solved all of my issues and was based in the U.S. She apologized profusely and said that they're beginning a transition away from using overseas customer service. She mentioned they are building a bunch of teams in the U.S. to handle customer issues and that the customer experience should improve dramatically over the next year as they are overhauling the entire way that they do things.

    I was really impressed with the way she fixed everything, refunding some money, and sent some free equipment to help with reception in our basement on my wife's iPhone SE—but I also wondered if her statements about improvements were just some B.S. to make me feel better. However, I remember her being fairly specific and honest with me about their then-current shortcomings. I wonder if she was referring to the beginnings of this program? If so I'm glad I stuck around. The coverage has been improving as well and the speeds are pretty good and the price is the best part. I think T-Mobile is well on it's way to becoming the #1 carrier in the U.S. and I think they deserve every bit of their success for improving the customer experience from top to bottom. They're not perfect but the improvements have been enormous and I don't see it slowing down anytime soon.
  11. definitive macrumors 68000


    Aug 4, 2008
    I agree with a lot of what you said. I originally left from AT&T, because they were expensive, and switched to T-Mobile to save some money, but eventually T-Mobile became just as expensive, so I'm stuck on a grandfathered limited data plan, because switching to their newer family plans would be more expensive, and I'd be paying for things I have no use for.
  12. Fiestaman macrumors regular

    Feb 7, 2009
    I've had my own Team of Experts for well over a year already. They had been telling me it would roll out to everyone for quite some time and it finally has. For those with T-Mobile, you're going to love it. Knowing that you're going to get the same team of people when you call is great. I have yet to have a single one of them that isn't extremely helpful and friendly. The real benefit, though, is that since it's the same group of about 30 people, they can actually talk to each other and ask for clarification on previous interactions. It's been a huge boon for their customer service. I've been extremely happy with it as they always will go the extra mile and the reps I've spoke with say that they love it, because they don't have to try and figure out what a previous rep did and aren't getting shifted around all the time. I have a feeling it will be extremely successful and other companies will soon follow suit like the other initiatives. T-Mobile is definitely shaking things up and I can't wait to see their 5G network once it's online.

    Seconded. And yes, that must have been the beginnings. Hang tight, it really is several magnitudes of improvement over the old system where you have no idea who you're going to talk to or whether they'll help you or not.
  13. smithrh macrumors 68020


    Feb 28, 2009
    Clearly, you're not in the press if you have to ask this question.

    Since you're not in the press, a press conference isn't aimed at you. It's a conference for.... wait for it... the press.
  14. moabal macrumors regular

    Jun 22, 2010
    Thanks. I figured I wasn't the only person that noticed this slow trend.
  15. mrow macrumors regular

    Aug 15, 2009
    That’s incorrect. Up until late 2016 T-Mobile had a multitude of plans that included various amounts of data. T-Mobile One was launched around the same time and the limited data plans went away.
    --- Post Merged, Aug 15, 2018 ---
    You should look at the new T-Mobile Essentials plans. They get rid of a lot of extras you said you’d have no use for and just give you unlimited talk, text and data. A family plan of 4 lines would be about $120.
  16. Wide opeN macrumors 6502a

    Wide opeN

    Aug 27, 2010
    Yeah I've been assigned to a TOE center for awhile. I believe mine is in South Carolina.

    Magenta keeps shaking up the industry!!!
  17. dampfnudel macrumors 68030

    Aug 14, 2010
    Brooklyn, NY
    A transition away from overseas call centers is definitely a good thing given my numerous negative experiences requiring multiple calls with different people on just one issue.

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