BTOpenworld Offers Intelligent Help
Posted: 04th Sep, 2003 By: MarkJ
It's perhaps not the best timing in the world =) [see news item below], yet UK ISP BTOpenworld has just issued a press release to highlight their new customer service initiative for 'faster, less expensive problem solving':
BT OPENWORLD OFFERS INTELLIGENT HELP FOR INTERNET AILMENTS
Consumers having difficulty connecting to their BT Openworld dial-up accounts will now be automatically routed to an Intelligent Landing Page (ILP), which will diagnose and solve the problem step by step.
The ILP works by gathering information about the customer and their account, which includes the caller line identification (CLI), number dialled, account status, password/username and payment and usage status. It then uses this data to present the customer with the relevant trouble shooter page or software download to fix the problem.
Typically, connection problems are a result of incorrect or forgotten passwords/usernames, payment issues, or customers having exceeded their monthly time limits.
During the pilot stage, the ILP resulted in a 50% reduction in connection failure due to usernames and passwords.
The ILP has also led to thousands fewer password and payment problems being logged per week.
Duncan Ingram, managing director at BT Openworld said: "Customer service is a real priority for us, and we're constantly working on ways to provide a better internet experience for our customers. By getting to the root of these common problems at the initial stage, we can eliminate the need for many helpdesk calls, and get people online again quicker.
We're giving our customers the tools to help themselves, so that they can spend more time experiencing the real benefits the internet has to offer."
So er.. hehe.. what about those times when the customer support agent gets your surname confused with somebody elses and cancels your account?
BT OPENWORLD OFFERS INTELLIGENT HELP FOR INTERNET AILMENTS
Consumers having difficulty connecting to their BT Openworld dial-up accounts will now be automatically routed to an Intelligent Landing Page (ILP), which will diagnose and solve the problem step by step.
The ILP works by gathering information about the customer and their account, which includes the caller line identification (CLI), number dialled, account status, password/username and payment and usage status. It then uses this data to present the customer with the relevant trouble shooter page or software download to fix the problem.
Typically, connection problems are a result of incorrect or forgotten passwords/usernames, payment issues, or customers having exceeded their monthly time limits.
During the pilot stage, the ILP resulted in a 50% reduction in connection failure due to usernames and passwords.
The ILP has also led to thousands fewer password and payment problems being logged per week.
Duncan Ingram, managing director at BT Openworld said: "Customer service is a real priority for us, and we're constantly working on ways to provide a better internet experience for our customers. By getting to the root of these common problems at the initial stage, we can eliminate the need for many helpdesk calls, and get people online again quicker.
We're giving our customers the tools to help themselves, so that they can spend more time experiencing the real benefits the internet has to offer."
So er.. hehe.. what about those times when the customer support agent gets your surname confused with somebody elses and cancels your account?
Latest UK ISP News
Cheap BIG ISPs for 100Mbps+
Community Fibre £21.00
Virgin Media £26.00
Shell Energy £26.99
Plusnet £27.99
Zen Internet £28.00 - 35.00
150,000+ Customers | View More ISPs
Cheapest ISPs for 100Mbps+
Modest Availability | View More ISPs
Latest UK ISP News
Cheap BIG ISPs for 100Mbps+
Community Fibre £21.00
Virgin Media £26.00
Shell Energy £26.99
Plusnet £27.99
Zen Internet £28.00 - 35.00
Large Availability | View All
Cheapest ISPs for 100Mbps+
Large Availability | View All
Helpful ISP Guides and Tips
Sponsored Links
The Top 15 Category Tags
- FTTP (5539)
- BT (3518)
- Politics (2543)
- Openreach (2300)
- Business (2267)
- Building Digital UK (2248)
- FTTC (2045)
- Mobile Broadband (1979)
- Statistics (1790)
- 4G (1670)
- Virgin Media (1625)
- Ofcom Regulation (1467)
- Fibre Optic (1396)
- Wireless Internet (1392)
- FTTH (1382)
Sponsored
Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules