How to Create a Better Wireless Customer Experience

We understand how frustrating poor customer service experiences can be as we have all been in that situation before. Whether it's trying to connect your mobile hotspot to view online movies or get your smartphone connected to 4g lte to do some online banking, the fast moving technological landscape of wireless devices can seem tricky. A successful and pleasant customer service interaction falls on both parties, and while we work to do our best job, here are some things you can have prepared before calling to make your experience smoother!

• Customer’s Name – The first thing that the customer service team member will need is your name. It is important to provide the name provided on your wireless or mobile data account, so for example if your name is John, but you used your full name “Johnathan” on the account ensure that you use your full name.
  
  
• Phone Number – Having your account number ready can speed up the process.
  
  • Wireless Phone Only: This number is your phone number for the wireless cell phone you have with TruConnect.
• ESN – When calling about a device issue such as problems with your phone or mobile hotspot, look for the ESN number located on the back of the device or under the battery.
  
  • Wireless Phone: The ESN is the serial number as shown below:

•  IOTG Hotspot: The ESN is the serial number or MEID number as shown below. This can be found on your online web account dashboard or on your device.  If you choose to locate the MEID number, you may use both the MEID HEX or the MEID DEC number. Both will work!
  
  
• D-Link Mobile Hotspot Serial Number Example:
  
  
  
• UniMax Mobile Hotspot MEID Number Example:
  
  
  
  

• If you would rather check your serial number on your online portal, you can view it as shown below:

   

• Email address – The customer service representative will ask for your email and phone number during the interaction if needed. Please take the time to remember which email address is associated with your account.
  
  • TruConnect Hotspots: Your email address is the most important thing in retrieving your account
  • IOTG Hotspots: Your email address may also be used as a component to trace your IOTG account.

• Order Number – If you are contacting customer service regarding a problem with an order, be sure to have the order number ready. This can be found in your email.
  
  • Once you purchase your order, the first email sent to you will be the email confirmation with your order number
  • The second email sent to you will be your USPS tracking number so you can see every stop your package goes to until it arrives to you!

• Detailed description of the Issue – When contacting customer service through email or social media, a detailed description is essential. Providing this information during the first point of contact will provide the team member with the most information allowing them to get started on the issue before replying.

 
Options for contacting a customer service representative:

1. Call 800.430.0443
2. Submit an online form: http://www.truconnect.com/contacts/ 
3. Leave a direct message on Facebook: https://www.facebook.com/TruConnect

Being prepared before contacting customer service will greatly improve the interaction and increase the speed at which your issue is resolved. Our customer service team works diligently to provide the best service possible, and we look forward to assisting you!