Sunday, 7 October 2007

Customer Service - BT this time.

I've had a fantastic week of customer service rounded off nicely by BT.

Currently setting up BT Business Broadband at home on a new phone line. There were some issues at the exchange which prevented them from activating the ADSL straight away. I received this text message on Friday, twice.

BT Business Broadband Order xxxxxxx Please contact us regarding your order on 08002346553, access PIN xxx by 09/10/07 to prevent the order being cancelled

Cancelled! What was going on?

I phoned the number and the lady at the call centre told me it was just the standard message and nothing to worry about. They just wanted to tell me that the ADSL would be enabled on the 11th October.

So plus marks to BT for using SMS to keep me updated about the order. Minus marks for:

  1. Sending it too me twice
  2. Using a standard template which made me think there was a problem
  3. Not using the text message to tell me the information and save me a call

Time and time again companies implement customer service systems with apparently little thought to the implementation. Julian had a similarly frustrating experience with the Easyjet SMS updates : EasyJetText Alerts from StreamThru - First Encounter.

Frustratingly it seems that companies feel they just have to deliver some, any, information via SMS and they've ticked off that feature. It's a different channel with it's own vagaries that must be respected if these features are to be useful.

The good news is that when I got home, the broadband was already live.

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