Consumer Survey: Shift Required for Smartphone Customer Support

ST. LOUIS, Feb. 3 /PRNewswire-FirstCall/ -- Amdocs (NYSE: DOX), the leading provider of customer experience systems, today announced the results of an independent survey that examined customer care issues associated with smartphone devices and the impact these have on user adoption and customer satisfaction. The survey found that while smartphones are becoming increasingly complex, the majority of customer support calls pertain to basic issues that can be resolved remotely, requiring little or no technical support.

The survey polled more than 4,000 wireless device users from the U.S., Canada and the United Kingdom. Those respondents who had contacted a call center classified the reason for doing so as a "technical support" issue, even though the majority of these issues were basic "how to" inquiries such as device configuration (how to set up email), or menu navigation (how to enable WiFi access). These inquiries could have been resolved quickly via web self-service, by Level 1 customer care agents, or by training the customer on basic usage at time of sale, saving service providers time and investment in support resources. In addition, a majority of the respondents who had difficulties in using their smartphone stated that they strongly considered returning their device because they could not resolve these basic issues.

Survey highlights include:

• The call center remains the first port of call: More than 50 percent of those surveyed made a call to the contact center to resolve basic support issues, taking an average of two calls to close their issue. On average, support calls lasted 17 minutes, indicating that call center agents lack the technology and training necessary to resolve these basic customer inquiries at the first instance. As a result, consumers were frequently transferred to more costly technical support agents requiring more time, resources and cost. Notably, just five percent of those polled consulted the service provider's website for support, indicating that smartphone web self-service resources are underutilized.
• Unresolved issues result in a return trip to the retail outlet, or product abandonment: Thirty percent of consumers surveyed returned for customer support to the retail outlet where they purchased their smartphone, and one in three consumers considered returning or exchanging their device due to the inability to resolve issues. Sixty-five percent stated that they prefer self-help alternatives and identified "knowledgeable sales representatives," "faster procedures" and "web-based solutions" as ways to improve their customer service experience.
• Opportunity to increase application and service revenue: One out of six consumers were unaware of their smartphone's advanced features or did not know how to use them. More than 70 percent stated that it would have been beneficial for a sales representative to explain all features at the time of purchase. The data suggest that with in-store tutorials or after-sale activities, service providers can drive additional application and data usage.

"The survey underscores that by equipping Level 1 agents and retail staff with the relevant technology and information, service providers can quickly address basic customer inquiries, reduce call handling time and increase customer satisfaction," said Seth Nesbitt, vice president of product marketing and solutions for Amdocs. "As devices become more sophisticated, service providers must ensure they have the technology to handle all types of inquiries to quickly and efficiently resolve basic or more technical issues via multiple channels."

The survey was conducted in late 2009. For more information, please go to www.amdocs.com.

About Amdocs

Amdocs is the market leader in customer experience systems innovation. The company combines business and operational support systems, service delivery platforms, proven services, and deep industry expertise to enable service providers and their customers to do more in the connected world. Amdocs' offerings help service providers explore new business models, differentiate through personalized customer experiences, and streamline operations. A global company with revenue of $2.86 billion in fiscal 2009, Amdocs has approximately 18,000 employees and serves customers in more than 60 countries worldwide. For more information, visit Amdocs at www.amdocs.com.

Forward looking statement

This press release includes information that constitutes forward-looking statements made pursuant to the safe harbor provision of the Private Securities Litigation Reform Act of 1995, including statements about Amdocs' growth and business results in future quarters. Although we believe the expectations reflected in such forward-looking statements are based upon reasonable assumptions, we can give no assurance that our expectations will be obtained or that any deviations will not be material. Such statements involve risks and uncertainties that may cause future results to differ from those anticipated. These risks include, but are not limited to, the effects of general economic conditions, Amdocs' ability to grow in the business segments it serves, adverse effects of market competition, rapid technological shifts that may render the Company's products and services obsolete, potential loss of a major customer, our ability to develop long-term relationships with our customers, and risks associated with operating businesses in the international market. Amdocs may elect to update these forward-looking statements at some point in the future, however the Company specifically disclaims any obligation to do so. These and other risks are discussed at greater length in the Company's filings with the Securities and Exchange Commission, including in our Annual Report on Form 20-F for the fiscal year ended September 30, 2009, filed on December 7, 2009.

SOURCE Amdocs