June Product Recap: What's New and What's in the Works

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We learned and observed a lot in the month of June. We saw a great response to lowering the price on our flagship device, the Moto X 2nd Generation, from $399 to $299. It’s good to see that the basic economic demand curve is in effect and we’ll try to remember that as we price devices in the future. Next, we enabled a new pilot help channel called Directly that enabled member-to-member support. With Directly, we witnessed over 30% of our help tickets being fielded and answered, many in under 3 minutes with a customer satisfaction rating of over 90%. Last and very well least, if we’re speaking in fees paid for wireless service, is our Lab Project Maestro. We launched in late May and have steadily observed, listened, and iterated on the project. Participating members, just shy of 2,000, are saving a considerable amount of money from their previous plans. Average savings are 35-50% less for those coming from our 3G ($25/month) or 4G ($40/month) plans. And folks that were on our Text & Talk ($10/month) plans are enjoying access to fast cellular data for a whopping extra $2 per month on average.

New in June:

PHONE AND SERVICE RELATED:

Moto X 2nd Gen Price Reduction

Help Team introduces Directly - another great way to get help!

Maestro Lab Updates: Introduction of 0.5GB plan option

In-Progress Items We Hope Will Improve your Experience:

(due to the more complex nature of these items, no official timing is set nor is delivery guaranteed, but they are being worked on regularly):

SMALLER SCOPE ITEMS:

Device Trade-In Trial Program (limited scope with a third party)

LARGER SCOPE ITEMS:

Cell to WiFi Handover (Salsa)
Multi-Device Experience (Bridge)
Next Generation Device (High Hat)
Multiple Cellular Carrier Experience (Tempo)
Email to SMS
Moto X 1st Gen System Update for 4.4.4
Android Lollipop Update for Capable Devices
Emoji Capability (All devices except Motorola DEFY XT)