iBurst: A click in the right direction?
by Shane on 20/10/06 at 10:56 am
2 comments
A little while ago, Fred finally lost it, developed a twitch in his neck and ranted about iBurst & the state of the internet in South Africa. We’ll it seems like iBurst has taken a step in the right direction and have started a support blog focused on customer service. Time will tell if this is a genuine attempt to sort things out…so far 1 post and 61 comments! I wonder if Ed is going to regret this?
Shane Dryden is the 'Maven' at Ideate. The driving-force of Yuppiechef, Shane loves to write on advertising and innovation. He spots the non-obvious stuff behind the obvious, which seems obvious, but isn’t really that obvious (obviously). View more articles by Shane.
Fred
Oct 20th, 2006
‘iBurst starts it’s own blog.’ This is a step in the right direction. Nice one iBurst – this is the first really positive move that I’ve seen from a major provider in South Africa to overcome their massive customer support issues.
It will be interesting to see whether they sensor it though.
Perky
Oct 20th, 2006
Personally I think this is a mistake by iBurst. There are the obvious plus points: Transparency with customers, willingness to help, etc, etc.
But the only reason everyone thinks its a great idea is because all other forms of communication with iBurst and other telecommunications companies are poor. I don’t want to write on a blog that I have a problem. I want to call somene who will help me solve it there and then.
At the end of the day if better customer service channels were in place: e-support, phone support (that works!) with people that can help straight away, we wouldn’t be so pleased to see the blog.
I’ve gone through the comments already posted on their blog, which start out very complimentry and then just get worse and worse. And the reason people are writing in is because they aren’t getting help from the sources that they should be getting help from. The blog works because everything else doesn’t!
Maybe iBurst has realised this and are using the Blog as a way of getting to the root of the problem, because they are not getting the feedback they require internally. And fair play to Ed for giving it a go and he certainly seems intent on resolving the issues. But to be honest you don’t need to have a phd to know what needs fixing.
Personally I think their time would be better spent sorting out the basic customer service first. Then the blog becomes more useful, rather than the sole place for people to rant and rave.