Speck and Gordon - T-Mobile
/ Adweek
T-Mobile is on a mission to improve customer service. The company is revamping the way it cares for customers, enlisting real people to answer customer calls and messages—rather than the typical interactive voice response (IVR) system—to give its customers what it believes will be a simpler, faster response to issues, with the hopes that other companies will also adopt T-Mobile’s approach.
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To illustrate the appeal of its new customer service-oriented approach, T-Mobile’s in-house creative shop crafted a long-form five minute spot featuring comedic actor Rainn Wilson (Wilson worked closely with the team and wrote the scripts) to shine a spotlight on how difficult it can be to interact with an IVR service.
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