# T-Mobile Tackles Customer-Service Woes by Adding a Human Touch

Type: linked post (commentary on an external article)
Article: https://www.bloomberg.com/news/articles/2018-08-15/t-mobile-tackles-customer-service-woes-by-adding-a-human-touch
URL: https://www.jonathant.com/blog/t-mobile-tackles-customer-service-woes-by-adding-a-human-touch/
Published: 2018-08-15
Updated: 2026-08-09
Author: Jonathan Tarud

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Bloomberg:

> The third-largest U.S. wireless carrier unveiled what it claims is a patented customer-service program on Wednesday called Team of Experts. Subscribers who call or message for assistance will be assigned a group of employees to fix the issue.

This might sound like a corporate joke, but the few times I've had to interact with T-Mobile support have been via iMessage for business or their in-app chat. My experience has been incredible so far.

For now, no matter how good your AI or chatbot is, a well-trained human with full authority to get stuff done for you will outperform any tech out there. Glad they are investing in customer support as a differentiator.

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Source: https://www.bloomberg.com/news/articles/2018-08-15/t-mobile-tackles-customer-service-woes-by-adding-a-human-touch