Share to Facebook Share to Twitter Share to Linkedin Travelers have strong preferences when it comes to wireless carrier. Here's why. getty Ask Bob Bacheler about the best wireless carrier for frequent travelers, and he'll tell you about the qualities that define great customer service — reliable coverage, competitive rates, and the ability to get human support quickly instead of sparring with a chatbot.
Oh, and one more thing: It's there when you need it, especially when you're traveling internationally. As the managing director of a medical transportation service , Bacheler knows what that's like. "I've dealt with nonexistent customer service," he says.
His favorite wireless carrier is T-Mobile. And it's a company that consistently ranks highly among the latest customer service surveys. But that isn't saying much, according to experts.
"The undeniable truth is that the customer experience is broken for both wireless carriers and telecom in general," says Mario Matulich, president of Customer Management Practice . He says the problems are many, and include live support hours that usually do not include weekends, broken digital experiences, failing chatbots, and antiquated policies that require all-day appointment windows. Put it all together, and there's little evidence that they're putting the customer first.
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