Unassisted care channels increasingly popular among wireless customers

TORONTO — Although call centres continue to be the most frequently used channel for wireless customer service needs, unassisted support via mobile apps has seen the most growth in usage and provides customers with a highly satisfying experience, according to J.D. Power’s 2020 Canada Wireless Customer Care Study, released Wednesday. “Mobile apps are often preferred for their ease of use, along with speed of access to information and support,” said Adrian Chung, director of the technology, media and telecom practice at J.D. Power Canada, in the news release. “While other channels may still be required for full problem resolution, the...