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iD Mobile launches community forum, asks customers to share tips and advice

Wednesday, May 2nd 2018 by Phil Wilkinson-Jones

iD Mobile has launched an online forum service and is hoping its customers will get involved and start helping each other out.

The provider, operated by Carphone Warehouse, says the ‘iD Mobile Community’ is a place for people to ask questions and get answers both from fellow customers and from iD Mobile staff.

Much like the community pages operated by other providers, the new service will encourage customers to share their own mobile tips and advice – a social media campaign promoting the service features a tongue-in-cheek training and recruitment film call for iD Mobile customers to become a ‘Community Hero’.

Adam Dunlop, iD Mobile’s general manager, said: “We’ve noticed a change in customer preference for self-service, with most of our customers more comfortable online rather than relying on in-store and call centres.

“Introducing the ‘iD Mobile Community’, we feel that this is a natural go-to place for our customer base and something we can really deliver on.”

Customer service upgrades

iD Mobile was launched in 2015 promising “maximum control and flexibility without any fuss”. It offers a range of phones and SIM plans and runs on Three’s 3G and 4G network. It isn’t the only provider looking to move with the times in terms of its customer service offering.

Last year, Vodafone launched a number of new customer service initiatives including the introduction of TOBi, an artificially intelligent chatbot that offers a web chat service via the Vodafone website or the My Vodafone app.

Part of a wider £2bn investment in Vodafone’s network and service, the bot answers simple questions quickly and passes on more complex issues to a human customer service agent – but importantly from the customer’s perspective they will stay on the same thread.

In February 2017, research by Ombudsman Services found that poor service costs broadband providers £2.98bn a year as customers with bad experiences either reduce their spend or switch provider.

The Ombudsman’s report said more than a tenth of all complaints made in the UK in 2016 were about a broadband or mobile provider and that some 18% of consumers have resigned themselves to getting poor service the telecoms sector.

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