I was giving you a nice opportunity to show that you are better than the big Mama Telkom. But you failed. Badly.
2 months ago I applied for a new telephone line with Telkom. For some reason I’ve decided to order a uncapped ADSL package including the ADSL line with you MWEB. That was a mistake. It took Telkom not even a week to get the line activated but I’m still waiting for my MWEB ADSL line & account. That got me wondering if that’s your normal service attitude towards new customers.
I was wondering if you ever get in contact with new customers yourself or is your service understanding that customers have to call in to get updates? I was also wondering if it’s normal that your call center apparently opens on Sundays at 10AM but you still hang up on people at 10:45AM? And I was furthermore wondering why the “technical” support can’t give me any assistance regarding an ADSL line – shouldn’t they have access to the same systems as your sales department?
I’ve got some advice for you.
Why don’t you put some more cents in your CPA/CAC to build the following:
- a simple email or sms notification when an order has been placed online. Gives us customers peace of mind.
- a sms notification system for different order-status. Something like “Your ADSL line order has been placed with Telkom” or “Please send us your proof of residence to complete the order”. Keeps us customers informed and happy.
- a notification system for your outbound call center to give waiting customers are ring after ‘order open > 14 days’. Makes us customers feel special.
- a backend to see orders and notifications. But for that you need to enable a new account/email address immediately and not confuse customers why they can’t log in. Gives us customers the feeling that you’ve got your tech under control.