Smartphone users make roughly twice as many phone calls to the operator’s customer support line as owners of feature phones, and these calls cost around four times as much to resolve. Yet most smartphone support calls don’t relate to faults with the handset, but to problems with actually using the device to its full capabilities.
The figures come from a survey commissioned by Amdocs and carried out by JD Powers. The study also reveals that 15 per cent of smartphone customers are unaware of many of the features on their handset. Nibha Aggarwal, director of product marketing at Amdocs, has put together a Guest Column for us on the issues arising from the report, together with advice on resolving them. You can read the article here. 
