Spusu Mobile Pledges Commitment To People-First Customer Service

In response to the rapid uptake of customer service AI tools, SIM-only mobile provider spusu has pledged its commitment to using human customer service agents. Currently, spusu’s customer service methods include WhatsApp, Signal, email and direct telephone.

Born in Austria and after huge growth in Italy, the company entered the UK market in June 2023 and has been building its UK customer base since then.

spusu guarantees its customers will only ever speak to one of its human agents, who aim to answer calls within ten seconds, in line with the company’s customer service standards. Its customer service team is based in-house, who respond to enquiries seven days a week, between 8am and 8pm on weekdays, and 9am until 5pm on weekends.

While the uptake of AI chatbots has grown since the introduction of ChatGPT, a study from Forbes found that after just one negative experience with a chatbot, 30 per cent of customers would switch to another brand.

Christian Banhans, UK managing director of spusu, said:
“There’s no denying that AI uptake has been profound in the customer service space,” “We understand that it’s a hugely valuable tool, helping businesses save money and time having to onboard agents. But right now, we believe spusu can deliver the most efficient and accurate customer service through traditional methods of human-to-human interaction.

“To our current and future customers, we want to reaffirm that all enquiries are responded to and managed by spusu’s dedicated customer service team using your preferred contact channel. Our customer feedback shows that our current methods of communication and response are appreciated and well received. We don’t need to fix something that’s not broken.”