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Thumbplay Targets New Generation with Enhanced Customer Service

By Shireen Dee, TMCnet Contributing Editor

Thumbplay recently announced the addition of a number of new features and customer service enhancements to its existing suite of services. A provider of mobile entertainment, Thumbplay (News - Alert) has introduced five mobile chat support enhancements with four touch points to its customer service sector.

The three touch points include e-mail, phone and live chat, while the fourth is the recently added mobile chat feature. This new offering will help users access the assistance of customer service representatives via Thumbplay's Instant Message (IM) service for mobile phones. The new mobile chat customer support service is available on all the phones that are supported by Thumbplay.

"Thumbplay is committed to delivering the highest-quality service and support for our customers," said Michael Biondo, senior director, Customer Operations. "Customers want fast, friendly and effective service and support. We are proud to offer these new, industry-leading services that will make the customer experience even more convenient," Biondo added.

The customer support team also extends its live-voice call support on a 24 hour basis throughout the year. While the North American call center claims to attend calls within 20 seconds in over 80 percent of the cases, with the new set of enhancements, Thumbplay will help customers manage their accounts or troubleshoot any interruptions customers face.

Services include providing prompt e-mail support at an average response time of less than two hours along with live IM support on the Thumbplay Web site. Equipping customers with a set of do-it-yourself instructions that can be referred to around the clock, year round, Thumbplay helps users manage their accounts through its self-care section by giving step-by-step solutions to accounting problems.

Apart from the Interactive Voice Response (IVR) system that clears customer queries through a series of voice prompts, a new Spanish-language customer support has been included in order to cater to its growing Hispanic customer base.

Both the 24/7 IVR system as well as the site’s Frequently Asked Questions (FAQs) area have been enhanced with Spanish-language customer support. Additionally, Thumbplay will provide support for any technical barriers or problems faced by customers in the downloading process in all the 2000 plus phones it supports.

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Shireen Dee is a contributing editor for TMCnet. To read more of Shireen's articles, please visit her columnist page.

Edited by Michelle Robart