Columns8.10.2015

Telkom’s biggest problem: you cannot buy its products

Telkom is producing high-quality and affordable products, but its poor helpdesk and problems with its sales channels mean that consumers may give up trying to buy these services.

The latest example is Telkom’s new business broadband products, where the company reduced the price of high-end data packages and DSL and fibre-to-the-business bundles.

Telkom is also doubling its subscribers’ data allocation for free, from 1 October 2015 to 31 March 2016.

With a trusted network and aggressive pricing, many people would be keen to sign up for one of these Telkom products.

Unfortunately, there is snag – a big one. It is near impossible to buy them. Even if you are willing to battle through long helpdesk waiting times and being cut off, you may still not succeed.

Here is what MyBroadband experienced when it tried to buy one of Telkom’s business DSL packages.

Calling the Telkom helpdesk

MyBroadband called the Telkom sales number to purchase one of the new data packages, but was cut off while waiting for the call to be answered.

Thinking it was an isolated incident, we tried again, but with the same result. This continued, and only after the tenth call (yes, we had to call ten times) did we reach someone who could help us.

The next problem arose: the products were not available on the Telkom system. We informed the helpdesk agent about the promotion, but she said that these products did not exist.

She asked her supervisor for assistance, but the supervisor also confirmed that these new products were not available.

Telkom website not of much use

We tried to use the new Telkom website to purchase the products, but this proved to be a futile exercise.

Apart from not being able to easily find the products and pricing, asking to be called back to buy the service proved fruitless.

While the website may have a modern look, its functionality and value as a sales channel are questionable.

Stumbling at the last, and most important, hurdle

Telkom is doing many things right. They have a great network, exciting new products, and a good marketing and communications strategy.

People like Telkom’s new products, and are keen to buy them. However, Telkom’s sales channels are so poor that many people may walk away even after deciding to sign up for one of these products.

If Telkom can solve its helpdesk and sales channel problems, it may find many more subscribers signing up for its services – and staying with the company.