Thumbplay News

First-of-its-kind Live Mobile Chat and New Spanish Language Services Round Out Thumbplay's Extensive Customer Service Offerings

NEW YORK – November 18, 2008 – Thumbplay® (, the #1 mobile entertainment provider and destination in the U.S., today announced several key customer service enhancements and innovations to its award-winning service. Dedicated to providing optimal service to the 24-7 generation, the company has launched live mobile chat support, a first in the customer service sector. With four touch points – phone, e-mail, live chat and, now, mobile live chat – Thumbplay offers an unparalleled number of options among retailers for helping customers troubleshoot and manage their accounts.

Something to chat about:
For customers who prefer to “IM” their way to a solution, Thumbplay now offers a new mobile chat customer support service. This innovation allows customers to connect to customer service representatives through Thumbplay’s mobile phone Instant Message (IM) service. Subscribers simply need to visit from their mobile devices and click the “live chat” URL under the “Help” area. This service is available on all of the more than 2,000 phones supported by Thumbplay.

In addition to the ability to IM with Thumbplay’s customer support team, the service also provides the following options:
--24/7/365 live voice support (1-877-848-6299). Thumbplay’s North American call center responds in 20 seconds or less more than 80% of the time;
--Expedient e-mail support, with response times averaging less than two hours
Live, IM support on the site;
--A do-it-yourself, 24/7/365, self-care section where subscribers receive step-by-step
instructions on how to manage their accounts on-line;
--A robust, 24/7/365, Interactive Voice Response (IVR) system that answers customers’ questions through a series of voice prompts; and,
--Support with downloading and/or technical issues on more than 2,000 different phones.
¡Nosotros Hablamos Espanol!:
Additionally, to better serve its ever-growing Hispanic customer base, Thumbplay has added new Spanish-language customer support in the Frequently Asked Questions (FAQs) area of the site as well as in its 24/7/365 IVR system.

"Thumbplay is committed to delivering the highest-quality service and support for our customers," said Michael Biondo, Senior Director, Customer Operations. "Customers want fast, friendly and effective service and support. We are proud to offer these new, industry-leading services that will make the customer experience even more convenient."

Thumbplay’s extensive and ever-growing entertainment library and award winning, direct-to-consumer service is accessible on more than 2,000 mobile devices among every major carrier in the U.S. Each month, gets more than five million unique visitors and its mobile (WAP) site — — receives more than 12 million page views, making it one of the most popular mobile Web sites.



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