Detecon, Inc. today released the results of its study on customer service needs for wireless data users. This unique primary market research study can be an important tool for service providers to better understand customer needs, problems and concerns of the high-value wireless data user customer segment. The study covers key industry challenges and presents recommendations to help service providers better prepare for competition in a rapidly converging marketplace.

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," said Eckart Pech, CEO of Detecon, Inc. "The rapid growth of wireless data and the average revenue per user certainly warrants immediate attention."

This study, entitled includes satisfaction metrics, problems and concerns, as well as recommendations on how service providers can improve their CRM tools and methodologies. Findings include:

• Multiple Devices and Service Providers Create Challenges
  Customers use multiple devices and networks to meet mobile data needs, with 68% using two or more providers, with nearly 14% using four or more. 44% use multiple devices, using a combination of mobile phones, PDAs and/or wireless data cards. As SmartPhones and convergence products become more complex, developing a customer care knowledge base becomes more of a challenge.
• Today's Customer Care Does Not Meet the Needs of Wireless Data Customers
  Major gaps exist between customer expectations and the customer care being delivered today, with multiple contacts required to resolve problems. 34% of users have never solved a problem with a single contact.
• Online Help for Wireless Data Troubleshooting has Significant Gaps
  83% of users rate Web Access as important or extremely important, however only 29% are currently satisfied with using online help to resolve wireless data problems. Nearly one third of users are not even aware that online help is available.

Why do people use wireless data? The study shows that e-mail continues to be the most prevalent application. Most users who use the service for both business and personal needs also browse the internet and use messaging. Text and/or instant messaging, followed by downloading content, are most often cited for personal use.

The study has also identified and analyzed problems that wireless data users experience. The most common concerns are performance issues, especially for accessing the internet. The study also uncovered an interesting difference between users using the service for business and those using it for personal needs.

Recommendations to service providers detail key steps to better align customer care with customer needs. For example, the study discusses issues for maintaining a knowledge base to better provide customer care for services and devices which are becoming more and more complex.

"We surveyed users, listened to what they told us, and developed solid recommendations to help service providers win and retain customers, while cutting costs," said Holger Spielberg, Vice President, Detecon, Inc.

An Executive Summary of this in-depth study is available at www.deteconusa.com/cust_care_study.shtml.

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