"While large wireless carriers pour hundreds of millions of dollars into answering their subscribers' needs and solving their problems, companies like LogMeIn Inc., which allows problem smartphones to be taken over remotely by technology professionals, and SNAPin Software Inc., which automates most of the common customer complaints, are finding an opening...
For the cellphone industry, costs from customer complaints can add up quickly. On average, a customer will call four or five times a year, at a cost of $12 a call, according to Roger Entner, head of the communications practice for IAG Research.
Paying $48 to $60 a subscriber for customer care is a significant cost for major players, and Mr. Entner says customer care is among a carrier's top three expenses."
