Ting Launches "Mobile That Makes Sense"
16/01/12 17:26 Filed in: Wireless Carriers
Last week I received my beta invitation from Ting; Tucow's entry into the competitive mobile services market. Tucows is following closely on the heels of the recent Republic Wireless launch by bandwidth.com. Neither company possesses a history in the mobile space and instead come from the Internet hosting, services, and platform world. Both are seeking to address what they perceive as fundamental flaws in the wireless industry: pricing, service and support, contracts, and billing transparency.
Unlike Republic Wirless Ting does not seek to meld a combination of WiFi enabled VoIP calling with mobile voice service but instead focuses on the user experience. Both companies rely on Sprint's nationwide network for cellular voice and data service and then their approaches diverge from there. Ting doesn't attempt to disrupt the user experience paradigm with VoIP and instead tackles the transparency and customer service and support challenges with an innovative approach.
Ting doesn’t attempt to create the illusion of be something they are not, a wireless operator, and instead clearly points out that they use Sprint's nationwide 3G and 4G networks. Ting focuses instead on pricing and support models that have changed very little in the last decade in the wireless industry. Instead of using a one size fits all or metered approach to voice and data buckets ting instead creates a modular approach. This is contrary to the wireless industry that seeks to lock in pricey underlying voice or data plans that can then have features and family users bolted on.
Ting starts with a base charge per device of $6 and allows a user to customize from there. Large national account customers will recognize this approach as how AT&T, Sprint, and Verizon Wireless offer per minute billing and data plans. Ting offers this pricing to every consumer instead of only to the largest national accounts. Even no contract offerings from Virgin Mobile, Cricket, Boost, and Metro PCS usually start pricing at $35 per device, $50 and above for smartphones, as all inclusive bundles. After the device charge of $6 Ting users can add buckets of voice, SMS, and data based on their needs. See below for examples:
Unlike the large national carriers Ting treats data consumption as just that. regardless of tethering, hotspot, or regulars handset usage. There is no need to purchase separate classes of data based on handset or connected device usage. Ting goes further and allows all users to draw from the same buckets of SMS, data, and voice and even automatically adjust the bucket sizes after the month to match the actual usage. Simply put Ting won't charge overage and actually credits your account back if you guessed high. The net result is a service that is highly customizable and with the same benefits of the all-you-can-eat unlimited offers that guarantee no overage wether you use a little or a lot without the high fixed rate.
Ting also doesn't suffer from handset envy like many no contract offers available in mass retailers like Wal-Mart, Best Buy, and Target. Ting offers the latest devices including 4G Android smartphones like the Motorola Photon and Samsung Conqueror as well as an array of data devices including the Novatel Wireless MiFI. Notably the Motorola Photon comes SIM unlocked enabling international travelers to take advantage of local prepaid rates instead of paying the exorbitant carrier roaming fees abroad.
What is really interesting and can't be deciphered from the beta invite and marketing speak is the level of technical and customer support Ting can bring based on their background. Starting over ten years ago the major operators were faced with the challenge of needing to support customers with trouble shooting their device applications and laptops that were using mobile broadband. Arguably today the major carriers have not advanced very far and trouble shooting becomes a finger pointing game between the carrier, device manufacturer, operating system, third party application developer, and an employees IT department (if it's a device used with or for business). Frustrating as it is most solutions involve a reboot or the promise of a software upgrade over the air or at a retail store in order to get the customer off the line.
Only time will tell if Ting can leverage Tucow's Internet and small business support roots to change the prevailing support model. Starting off with a "no hold" customer support between 8 AM and 8 PM eastern is a good start. The idea of the phone being answered and without having to navigate a cumbersome IRVU and an endless series of transfers is enough to make some customers seriously consider trying Ting.
Ting is off to a good start and they may finally drive the major carriers to look at innovative pricing and customer support. Until then the idea of support and flexible pricing from the major carriers seems to be but a distant mirage on the horizon.
Unlike Republic Wirless Ting does not seek to meld a combination of WiFi enabled VoIP calling with mobile voice service but instead focuses on the user experience. Both companies rely on Sprint's nationwide network for cellular voice and data service and then their approaches diverge from there. Ting doesn't attempt to disrupt the user experience paradigm with VoIP and instead tackles the transparency and customer service and support challenges with an innovative approach.
Ting doesn’t attempt to create the illusion of be something they are not, a wireless operator, and instead clearly points out that they use Sprint's nationwide 3G and 4G networks. Ting focuses instead on pricing and support models that have changed very little in the last decade in the wireless industry. Instead of using a one size fits all or metered approach to voice and data buckets ting instead creates a modular approach. This is contrary to the wireless industry that seeks to lock in pricey underlying voice or data plans that can then have features and family users bolted on.
Ting starts with a base charge per device of $6 and allows a user to customize from there. Large national account customers will recognize this approach as how AT&T, Sprint, and Verizon Wireless offer per minute billing and data plans. Ting offers this pricing to every consumer instead of only to the largest national accounts. Even no contract offerings from Virgin Mobile, Cricket, Boost, and Metro PCS usually start pricing at $35 per device, $50 and above for smartphones, as all inclusive bundles. After the device charge of $6 Ting users can add buckets of voice, SMS, and data based on their needs. See below for examples:
Unlike the large national carriers Ting treats data consumption as just that. regardless of tethering, hotspot, or regulars handset usage. There is no need to purchase separate classes of data based on handset or connected device usage. Ting goes further and allows all users to draw from the same buckets of SMS, data, and voice and even automatically adjust the bucket sizes after the month to match the actual usage. Simply put Ting won't charge overage and actually credits your account back if you guessed high. The net result is a service that is highly customizable and with the same benefits of the all-you-can-eat unlimited offers that guarantee no overage wether you use a little or a lot without the high fixed rate.
Ting also doesn't suffer from handset envy like many no contract offers available in mass retailers like Wal-Mart, Best Buy, and Target. Ting offers the latest devices including 4G Android smartphones like the Motorola Photon and Samsung Conqueror as well as an array of data devices including the Novatel Wireless MiFI. Notably the Motorola Photon comes SIM unlocked enabling international travelers to take advantage of local prepaid rates instead of paying the exorbitant carrier roaming fees abroad.
What is really interesting and can't be deciphered from the beta invite and marketing speak is the level of technical and customer support Ting can bring based on their background. Starting over ten years ago the major operators were faced with the challenge of needing to support customers with trouble shooting their device applications and laptops that were using mobile broadband. Arguably today the major carriers have not advanced very far and trouble shooting becomes a finger pointing game between the carrier, device manufacturer, operating system, third party application developer, and an employees IT department (if it's a device used with or for business). Frustrating as it is most solutions involve a reboot or the promise of a software upgrade over the air or at a retail store in order to get the customer off the line.
Only time will tell if Ting can leverage Tucow's Internet and small business support roots to change the prevailing support model. Starting off with a "no hold" customer support between 8 AM and 8 PM eastern is a good start. The idea of the phone being answered and without having to navigate a cumbersome IRVU and an endless series of transfers is enough to make some customers seriously consider trying Ting.
Ting is off to a good start and they may finally drive the major carriers to look at innovative pricing and customer support. Until then the idea of support and flexible pricing from the major carriers seems to be but a distant mirage on the horizon.
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