H2O Wireless Case Study

H2O Wireless is probably the worst service encounter I had this semester. This company is a prepaid data and internet service cell phone provider. I have been using their services since 2014 without any problems. It was until this year that I had trouble trying to recharge my phone with my Regions debit card. This being a prepaid service, I have to recharge my phone through their website. As usual, I went online to their website to recharge my account, but that did not go as expected. The company’s website would not take my Regions debit card. Like any other customer, my expectations were to complete my transaction pleasingly, but that was not the case this time.
I did not what was going wrong with my transaction or my debit card. After trying …show more content…
First of all, they do not have a user-friendly website; which makes it harder on customers trying to effectuate transaction or even using their services. They should work on their website to make it user-friendly and easy for their customers to use. Second, they need to improve the system they have to receive and address their customers’ complaints. They should create a customer service blueprint in order to provide a better customer service quality. They need to pay close attention to what they are doing right now, the flaws in the system, and what they can do to fix them. They need to be able to guide their customers into what process to take it they want to raise a complaint or have any problem with their services. It is good for them to have different mediums such as online and over the phone customer service options, but they need to be effective to receive and answer customers’ complaints. If a customer contacts them through one of these mediums they need be responsive in the shortest amount of time possible. Also, they need to shorten the process for a customer to make a complaint and get a response. The fact of having to send my complaint twice online, through email and an online template, made me feel like it was too much work to make my complaint be known. In addition, having to call them made the process seem longer. They need to improve their responsiveness rate and be quick to respond as well as effective by answering to their customer’s issues by the first medium by which they tried to reach the company through. Lastly, their employees need a better response system to follow. I felt that when I was on the phone with the call center agent he had no idea on what to do with my problem. Of course, they cannot be perfect and have a solution to every single problem a customer faces; but they can create a system they can follow for when they have no control