We’ve noticed that a significant portion of the calls and emails we receive from our customers focus on just a few common issues.
Some of these are minor ‘technical’ problems which can actually be resolved quite quickly. Others are the equivalent of “frequently asked questions” people have about their internet experience.
We know some customers don’t want to call us about the smaller issues they experience, while others would just prefer to digest the information in their own time, with the aid of videos and text – so we thought we’d help.
We’ve created a series of easy-to-access answers to these questions so that customers can solve problems independently. These are all up on YouTube.
These videos give a step-by-step explanation of how to answer eight of the most common questions.
Whether it’s setting up online billing or dealing with noise on your phone line, our videos should now be the first port of call for anyone who wants to solve their problem themselves. Of course, if you do still have problems, our contact centre staff are here and happy to help.
We hope the time you save allows you to spend more time enjoying the web.
The videos we’ve made so far are:
How to … set up online billing
How to … set up wireless broadband
How to … set up ‘My Account’
How to … fix a noisy phone line
How to … understand your paper bill
How to … pay your bill by phone
How to … get a dial tone
How to … set up ‘My Email’
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