T-Mobile Launches 'Team of Experts' Aimed at Personalizing Customer Service, Supports iMessage Business Chat

by

T-Mobile held a press conference today announcing a new "Team of Experts" service, which is the company's next "Un-carrier" move that's taking aim at the poor customer service performance of rivals like AT&T, Comcast, and Verizon. During the hour-long conference, T-Mobile CEO John Legere and EVP of Customer Care Callie Field explained that customer service is "the biggest pain point" in the telecom industry today.

Team of Experts aims to nullify that customer frustration by introducing a tight-knit team that is dedicated solely to each individual user, and others in their city, with no robots or automated phone menus to navigate around. The company hopes to make Team of Experts feel more personal than traditional customer service, and even allows you to see a photo of your team in the T-Mobile iOS app.

When you call or message T-Mobile, the company will put you straight through to a member of your team. If you open an issue and have to contact T-Mobile again, the same team will still be covering the matter, making it easy to keep track of ongoing service requests and fixes.

“Team of Experts isn’t just better customer service. It’s an entirely new way of thinking about customers … one that puts your happiness at the center of everything we do,” said Callie Field, EVP of Customer Care at T-Mobile. “Some brands attempt to give high-dollar customers the kind of treatment we give everyone with Team of Experts. Because at T-Mobile, we think just being our customer makes you a rock star. Team of Experts is ‘one percenter’ treatment for the rest of us!”

Team of Experts will be available 24/7, and you can schedule calls to let the team know when you're available. In the future, T-Mobile will also support Alexa and Google Assistant prompts that can set up Team of Experts calls.


Notably, the new customer service feature is also launching with asynchronous messaging for all T-Mobile customers in both the T-Mobile app and in Apple's Messages app thanks to Business Chat. This means you can easily launch Messages on iPhone, iPad, or Mac, text your Team of Experts with an issue, and let them get to work on it, all without having to call.

Team of Experts is live beginning today for T-Mobile postpaid customers as a free addition to their accounts. The company says that the best way to reach the team via phone call is to dial 611 from a T-Mobile phone.

The company also had a few music-related announcements, including the reveal that T-Mobile customers will get a free subscription to Pandora Plus for an entire year. Users will be able to get a code to unlock their free Pandora Plus subscription in the T-Mobile Tuesdays iOS and Android app on August 28.

T-Mobile is also partnering with Live Nation so that T-Mobile customers can get last-minute reserved tickets to sold out shows "at first day prices." On LiveNation.com, users will be able to look for a T-Mobile Reserved Seats icon starting 30 days before select shows, confirm their T-Mobile account, and get access to the event. Discounted tickets will also be available starting August 21 in the T-Mobile Tuesdays app for concerts including Charlie Puth, Wiz Khalifa, and more.

There was no mention of T-Mobile's upcoming OTT streaming television service during today's press conference, which is supposed to launch in 2018.

Top Rated Comments

(View all)
Avatar
26 months ago
I joined T-Mobile last year and I remember when I was having some issues after moving over that I was bounced around through a bunch of Indian call centers with people I could barely understand. Eventually this lady calls me and she was higher up and as nice as could be. She solved all of my issues and was based in the U.S. She apologized profusely and said that they're beginning a transition away from using overseas customer service. She mentioned they are building a bunch of teams in the U.S. to handle customer issues and that the customer experience should improve dramatically over the next year as they are overhauling the entire way that they do things.

I was really impressed with the way she fixed everything, refunding some money, and sent some free equipment to help with reception in our basement on my wife's iPhone SE—but I also wondered if her statements about improvements were just some B.S. to make me feel better. However, I remember her being fairly specific and honest with me about their then-current shortcomings. I wonder if she was referring to the beginnings of this program? If so I'm glad I stuck around. The coverage has been improving as well and the speeds are pretty good and the price is the best part. I think T-Mobile is well on it's way to becoming the #1 carrier in the U.S. and I think they deserve every bit of their success for improving the customer experience from top to bottom. They're not perfect but the improvements have been enormous and I don't see it slowing down anytime soon.
Score: 6 Votes (Like | Disagree)
Avatar
26 months ago

Don't understand why they needed a whole press conference to announce this. A press release and video from Legere would've been enough.

Clearly, you're not in the press if you have to ask this question.

Since you're not in the press, a press conference isn't aimed at you. It's a conference for.... wait for it... the press.
Score: 2 Votes (Like | Disagree)
Avatar
26 months ago
Don't understand why they needed a whole press conference to announce this. A press release and video from Legere would've been enough. Now where's that TV service?
Score: 2 Votes (Like | Disagree)
Avatar
26 months ago
I've had my own Team of Experts for well over a year already. They had been telling me it would roll out to everyone for quite some time and it finally has. For those with T-Mobile, you're going to love it. Knowing that you're going to get the same team of people when you call is great. I have yet to have a single one of them that isn't extremely helpful and friendly. The real benefit, though, is that since it's the same group of about 30 people, they can actually talk to each other and ask for clarification on previous interactions. It's been a huge boon for their customer service. I've been extremely happy with it as they always will go the extra mile and the reps I've spoke with say that they love it, because they don't have to try and figure out what a previous rep did and aren't getting shifted around all the time. I have a feeling it will be extremely successful and other companies will soon follow suit like the other initiatives. T-Mobile is definitely shaking things up and I can't wait to see their 5G network once it's online.

She mentioned they are building a bunch of teams in the U.S. to handle customer issues and that the customer experience should improve dramatically over the next year as they are overhauling the entire way that they do things.

I was really impressed with the way she fixed everything, refunding some money, and sent some free equipment to help with reception in our basement on my wife's iPhone SE—but I also wondered if her statements about improvements were just some B.S. to make me feel better. However, I remember her being fairly specific and honest with me about their then-current shortcomings. I wonder if she was referring to the beginnings of this program? If so I'm glad I stuck around. The coverage has been improving as well and the speeds are pretty good and the price is the best part. I think T-Mobile is well on it's way to becoming the #1 carrier in the U.S. and I think they deserve every bit of their success for improving the customer experience from top to bottom. They're not perfect but the improvements have been enormous and I don't see it slowing down anytime soon.

Seconded. And yes, that must have been the beginnings. Hang tight, it really is several magnitudes of improvement over the old system where you have no idea who you're going to talk to or whether they'll help you or not.
Score: 1 Votes (Like | Disagree)

Top Stories

Apple Takes Legal Action Against Small Company With Pear Logo

Saturday August 8, 2020 11:09 am PDT by
Apple is taking legal action against the developers of the app "Prepear" due to its logo, according to iPhone in Canada. Prepear is an app that helps users discover recipes, plan meals, make lists, and arrange grocery deliveries. The app is a spinoff of "Super Healthy Kids," and the founders claim that they are facing litigation from Apple. Apple reportedly takes issue with Prepear's logo, ...

Apple Seeds iOS 14 and iPadOS 14 Public Beta 4 to Testers

Thursday August 6, 2020 10:05 am PDT by
Apple today seeded new public betas of upcoming iOS 14 and iPadOS 14 updates to its public beta testing group. Today's software releases, which Apple labels as fourth betas to keep them in line with developer betas, are actually the third betas that Apple has provided and they come two weeks after the prior beta releases. Public beta testers who have signed up for Apple's beta testing...

Supposed iPhone 12 Display Unit Leaks

Thursday August 6, 2020 8:13 am PDT by
An image supposedly of an iPhone 12 display unit has been shared online by leaker "Twitter user Mr. White". Compared to images of an iPhone 11 Pro display piece, this new unit has a reoriented display connector, reaching up from the bottom of the display, rather than from the left-hand side on iPhone 11 Pro. This may be due to the logic board moving to the other side of the device. A...

8 Third-Party Home Screen Widgets That You Can Try Out Now on iOS 14

Wednesday August 5, 2020 12:56 pm PDT by
One of the biggest new features of iOS 14 is Home Screen widgets, which provide information from apps at a glance. The widgets can be pinned to the Home Screen in various spots and sizes, allowing for many different layouts. When the iOS 14 beta was first released in June, widgets were limited to Apple's own apps like Calendar and Weather, but several third-party developers have begun to test ...

New 27-Inch iMac's Storage Affixed to Logic Board, 4TB and 8TB Configurations Have Expansion Connector

Friday August 7, 2020 7:46 am PDT by
Following a report from German blog iFun.de that claimed the new 27-inch iMac's flash storage is soldered to the logic board, MacRumors has obtained additional information in an internal document for Apple technicians. In the document, Apple says that the flash storage is indeed affixed to the logic board and cannot be removed. However, for the 4TB and 8TB configurations, Apple says that a...

2020 iMac Teardown Reveals Internal Changes and Similarities

Saturday August 8, 2020 12:44 pm PDT by
A teardown video, shared by OWC, reveals the internal changes in the new 2020 27-inch iMac. The 2020 27-inch iMac was announced earlier this week with 10th-generation Intel Core processors, AMD Radeon Pro 5000 series graphics, up to 128GB of RAM, up to 8TB of storage, a 1080p front-facing FaceTime camera, a True Tone display with a nano-texture glass option, higher fidelity speakers, and...

Kuo: iPhone 12 Camera Lens Supplier Experiencing Quality Issues, But May Not Affect Launch Schedule

Thursday August 6, 2020 9:30 pm PDT by
One of Apple's camera lens suppliers for the upcoming non-Pro iPhone 12 models is having quality issues, according to a new research note from analyst Ming-Chi Kuo seen by MacRumors. The issues are, however, unlikely to have an impact on Apple's shipping schedule, presuming that Apple's other main supplier can make up the difference. Kuo says that Genius Electronic Optical has discovered...

Google's $349 Pixel 4a vs. Apple's $399 iPhone SE

Wednesday August 5, 2020 1:45 pm PDT by
Google this week launched its newest smartphone, the $349 Pixel 4a, a low-cost device that's designed to compete with other affordable devices like Apple's iPhone SE. We picked up one of the new Pixel 4a smartphones and thought we'd check it out to see how it measures up to the iPhone SE, given that the two devices have such similar price points. Subscribe to the MacRumors YouTube channel ...

Sony WH-1000XM4 Noise-Canceling Headphones Now Available for $350

Friday August 7, 2020 2:01 am PDT by
Sony's flagship WH-1000MX3 noise-canceling headphones have been among the best on the market for some time, and this week Sony released its fourth-generation WH-1000XM4 headphones boasting some notable improvements on the previous model. The XM4s feature the same basic design as the XM3s, but are one gram lighter at 254 grams due to slightly larger ear pads and some subtle tweaks to the...

Apple Announces New 27-Inch iMac With 10th-Gen Processors, Up to 128GB RAM, 1080p Webcam, True Tone, and More

Tuesday August 4, 2020 8:07 am PDT by
Apple today announced a new 27-inch iMac with faster 10th-generation Intel Core processor options, next-generation AMD graphics, up to 128GB of RAM, a higher-resolution 1080p front-facing FaceTime camera, a True Tone display with a nano-texture glass option, a T2 chip, higher fidelity speakers, studio-quality microphones, and more. A breakdown of the new 27-inch iMac's features and specs:10th...