MyBroadband recently published an article sharing its experience about trying to purchase new business products from the company.
The article highlighted the fact that while Telkom is producing quality products and marketing them well, its poor helpdesk and sales channels are letting the company down.
The article also pointed out issues with the company’s new website, which is attracting criticism from users.
Telkom’s Chief Marketing Officer Enzo Scarcella responded to this article, thanking MyBroadband for pointing out some of the problems which users face in ordering Telkom products.
He said Telkom is improving its digital channels, which will include its new Telkom Community – where customers can interact with the company and “share their experiences with the brand and engage with other Telkom customers about sales and service”.
Scarcella’s response, where he explains what Telkom customers can expect from the company, is below.
We are writing to you in response to the article you wrote yesterday about the difficulties MyBroadband and potential Telkom customers face when signing up for our products and services.
We first want to thank you for the article. While we know it was not intended solely for us, it is a strong reminder that while we have made strides as a company over the past couple years, we are not at the finish line.
Over the past couple years, we have made significant changes at the company, which we believe have all been made to benefit the consumer. This is not an entirely altruistic motive as customers are what keep our company alive and profitable. One of the most significant changes has been our dedication to serving customers via digital channels.
Telkom’s new, interactive website is only a few weeks old, but has already seen a massive increase in interaction and engagement on the new site as a result of the improved design and site technology. The new site is just the start of a journey to rapidly deploy user-first digital experiences in the coming months.
As with any major technology launch, though, there have been teething problems. We are constantly reviewing our digital platforms against user analytics to make sure that we are really putting the customer first. All of our decisions are made based on user feedback and wishes.
We are confident that new tools, such as the ‘Help me Choose’ sales wizard, which was designed specifically to improve product discovery, is going to make a significant difference in the market. This will help us eliminate the need for a customer to complete a lead form and wait for a representative to contact them.
We are continually improving our digital self-service channels to ensure that our customers are able to resolve their issues online as quickly and easily as possible, without picking up a phone.
Finally, we are soon going to launch a Telkom Community, where customers can share their experiences with the brand and engage with other Telkom customers about sales and service. This will help us improve our service delivery on a continual basis.
Thank you again for your article. We are confident that the next article you write on this topic will be more about the improvements customers have seen in this area, with the days of these kinds of challenges far behind us.