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T-Mobile is on a mission to improve customer service. The company is revamping the way it cares for customers, enlisting real people to answer customer calls and messages—rather than the typical interactive voice response (IVR) system—to give its customers what it believes will be a simpler, faster response to issues, with the hopes that other companies will also adopt T-Mobile’s approach.
Nick Drake, evp of marketing and experience for T-Mobile, touted the news as “the complete reinvention of customer care.