Hello readers and welcome to Calling All Brands, a report that will become a regular feature of the FRANk blog. Calling All Brands will take a product or issue of the moment, and contact their customer service team as a mystery caller to see how they manage the enquiry. Will they deliver ‘good old-fashioned customer service’? Or are they neglecting what is still an important touchpoint for many consumers?
An abridged transcript will be presented, along with a verdict on how they handled the call, and a score out of 10. Calling All Brands gives a nod to UK Marketing Magazine, who run a “We’ll Call You” section each week.
CALLING ALL BRANDS #1 – iiNet
iiNet is Australia’s 3rd largest broadband supplier. They have recently launched a significant above the line advertising campaign, promising honest, common-sense service to untangle the web of current broadband offers and packages. Will a call to their Help Line back up this claim? Calling All Brands investigates.
iiNet ABRIDGED TRANSCRIPT
iiNet) Hi, it’s (****) how can I help?
CAB) Hello, I was considering getting broadband for my home but I don’t know where to start.
iiNet) Not a problem, you are looking for possibilities for getting ADSL into your home, is that correct?
CAB) Yes. I don’t have a landline, will that be an issue?
iiNet) It might or might not be, if you have a telephone line but it isn’t connected, if it’s connected to an ADSL2+ exchange, we could put you on to what’s called Naked DSL.
CAB) What does that mean?
iiNet) It means you are using the telephone line for the signal, but you are not paying line rental. If that isn’t available in your area you would need a telephone line connected, and connect an ADSL account from there. Do you have access to the internet at work or somewhere else?
iiNet) What I would suggest doing is going to the iiNet website (details given), go into residential products section, and select Naked DSL. Have a read through the information, and see if that product sounds right for you. Naked DSL has been created for people that don’t really need a landline, just the broadband service. If it’s what you’re after, click on ‘sign up now’ it will take you to registration, follow the steps, and if you want to submit an application you are more than welcome to.
CAB) OK that’s great. A lot of my friends have broadband and they complain about varying connection speeds, is that an issue with iiNet?
iiNet) It depends on quality of the line, distance from the exchange, and other things affecting the line speed. Most of these factors are out of our control but we will try our best.
CAB) No problem. In terms of pricing, in comparison to the likes of Dodo and Telstra and TPG, how do you stack up?
iiNet) I am not actually sure what they all charge. In terms of Naked DSL, if you wanted to go on to a 24 month contract, the setup fee is $79.95, and we would be able to give you up to $80 off a modem cost. If you didn’t want to go on a contract, the setup fee is $150 and modem prices vary. If you go on a 24 month contract, and quit your contract early, all you would have to pay back to us is the $150 you got for free at the signup stage. We wouldn’t make you pay out the remainder of the contract like some other suppliers.
CAB) So my best bet is to go to the wizard online, go through the steps and work out what product is best for me?
iiNet) Yes, read all the information because as I say, Naked DSL is quite different to normal broadband. if you are interested, click on the sign up now button and follow all of the steps, and it will tell if you are able to get it, and then you can put an application through.
CAB) OK excellent that’s great, thanks very much.
iiNet) Thanks for your call, bye-bye.
VERDICT – 9 Gigabytes OUT OF 10
iiNet provided friendly, prompt service without a hard sell. Directing us online to an easy to use 5-step wizard helped us to choose whether their recommended service was right for us. Occasionally the call handler strayed into quite technical terminology (in the full transcript), which someone new to broadband would find quite confusing, and pricing was also quite difficult to grasp over the phone. But overall they made a fairly technical category easier to navigate.
CALLING ALL BRANDS #2 – Australian Pork
Concerned about the Swine Flu outbreak and what implications it had for our weekend BBQ, we called the Australian Pork Freecall number for assistance on the 8th May. The call handler took down our details, but we’ve yet to receive a call back. It is a shame, as their website provided sufficient detail to deal with the matter promptly.
VERDICT – 3 Rashers OUT OF 10
Marks have been awarded for comprehensive web content, which was easy to navigate.