I had some random thoughts running through my mind over the course of my drive back from Montreal last weekend. Let me tie together a few thoughts for you.
- Alec Saunders and I had bantered last month over the issue of open access – facilitating the use of any device, any application over a network;
- AT&T; launched a new parental control service for managing the use and cost of kids’ mobile devices;
- Through the weekend, I wrote about my frustrations with a wireless carrier’s customer service IVR;
- And, earlier in the week, I wrote about the availability of unlocked phones.
What link is there between these thoughts?
Perhaps it is the issue of controlling the cost of customer service.
How does a wireless carrier provide customer support for phones that aren’t part of their authorized list? When a customer buys an unlocked device on eBay and tries to activate a new application, where will they turn for help? I’m going to guess that many will call their carrier. How will the carrier support these customers?
ISPs have similar, but different challenges, supporting a wide range of IP enabled devices, but with fewer operating systems and user interfaces to support. On the other hand, look at the range of menu options within a single cellular handset manufacturer, let alone between suppliers. Developing technical support screens is part of the process in adding new phones.
Who will a customer call for help in transferring their address book, or uploading a picture?