Edgar Cervantes / Android Authority
It’s no secret that customer service has been slowly but surely declining as the big three carriers look to cut costs, but in-store support has arguably taken the sharpest hit. All three carriers have closed at least some of their locations and made moves to reduce their reliance on third-party stores, all while raising sales goals to nearly unachievable levels. The result has been widespread burnout and high turnover. It’s clear that carriers now view retail stores as an expensive legacy cost rather than a core part of their strategy. This raises the question: are we headed toward a future where the big three operate mostly, or even entirely, online?
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While this might seem like a big leap at first, the groundwork is already in place for T-Mobile, and AT&T and Verizon could follow in the coming years. With that in mind, let’s take a closer look at how the industry is shifting and whether an online-only future may be on the horizon.
Would the big carriers be better off going all-digital? 17 votes Yes, I don't use in-store help anyhow. 35 % No, in-store is one of the biggest differences between prepaid and post. 18 % No, but I can see retail stores being reworked and dramatically reduced. 47 % Other (Tell us in the comments.) 0 %
T-Mobile’s mobile-first push, and early moves from the competition
Joe Maring / Android Authority
The launch of its T-Life app earlier this year marked a turning point for T-Mobile, as the company works to consolidate its apps and services into one hub. Even the in-store experience now revolves around the app, making it difficult to visit a T-Mobile store without using it to interact with customer service, upgrade devices, and more.
It’s not just that customers are encouraged to use their phones; reps are pushed to train you to do everything yourself. T-Mobile has also made it easy to manage upgrades and other tasks directly through the app, eliminating the need to visit a store at all for many customers.
The message is clear: T-Mobile wants to cut costs by making retail a last resort. Internal policies reflect this, with rising sales targets and other pressures that have driven many employees to quit.
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