Published: Thu, August 16, 2018
Tech | By

Mobile announces Team of Experts customer service and free Pandora Plus

Mobile announces Team of Experts customer service and free Pandora Plus

The service, which T-Mobile has been testing for two years, assigns blocks of customers in the same area to a group of 30 to 40 dedicated employees that sit together at a specific call center and have a lot more authority to deal with issues than the typical customer service rep.

T-Mobile President and COO Mike Sievert talks about the company's Team of Experts customer service model. The offer will be available in the T-Mobile Tuesdays app. Plus, the Un-carrier has launched asynchronous messaging for all T-Mobile customers in the T-Mobile App and iMessage. That means when you call T-Mobile's customer service, you'll be directly connected with someone from your own "Team of Experts" without going through an automated voice recognition system, or in theory without being transferred around between departments.

Dubbed Team of Experts, the initiative strives to deliver better customer service by putting automation on the backburner.

Per usual, T-Mobile CEO John Legere took to the stage, calling out stats that basically indicated that the competition has lost subscribers since the movement started, while T-Mobile has gained subscribers. T-Mobile gives no indication that it will open it up to prepaid customers, but there's always a possibility.


At the tail end of its show today, T-Mobile announced that it has partnered with Live Nation to offer its subscribers what it calls "Rockstar Access" to concerts around the country.

With this deal in place, T-Mobile customers can expect discounted $25 lawn tickets (taxes and fees included in price), access to sold out tickets and sold out sections of the show, plus more. According to T-Mobile, this push is to offer the best possible customer service for everyone. Mired in fourth place among the four major USA wireless providers, T-Mobile was behind in building out its LTE network and many consumers only knew of the company because of its spokeswoman Carly. Customers can get the code to unlock the service, usually $4.99, in the T-Mobile Tuesdays app on August 28th.

Pandora Plus is the premium version of Pandora's service, which includes ad-free, high quality tunes.

T-Mobile also announced that customers can score a free one-year subscription to Pandora Plus.

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