One of the things we've noticed is that the Wimax SS takes about 2 mins to boot up. During this process, most devices/OSes time out in their DHCP requests and hence have to be refreshed. But let me get someone to run some tests with you offline. On customer care - a few weeks ago we commissioned a call center PBX system (yes, I know the discussion here about systems :). But this lets us analyze more data on the quality of support. Also, there's some serious training ongoing to make them pointy-hatted. But if you get a particular incident, you need to report it so it can be addressed. ----- Original Message ----- From: "John Macharia" <kihahu@gmail.com> To: "Skunkworks forum" <skunkworks@lists.my.co.ke> Sent: Wednesday, May 27, 2009 9:42:37 AM GMT +03:00 Iraq Subject: Re: [Skunkworks] Zuku Riyaz, The major problem is your DHCP server and the dead customer care!!! On 05/27/2009, Riyaz Bachani < riyaz.bachani@ke.wananchi.com > wrote: Theus, Will help you and give you hotlines to call when things are not going well. And lemme know details for your 3 pals too. And this goes out to any skunks on Zuku - if you're having issues, please let me know. My interest is to get to the bottom of any technical issues that exist. R ----- Original Message ----- From: "Theus Owicho" < owichot@gmail.com > To: "Riyaz Bachani" < riyaz.bachani@ke.wananchi.com > Cc: "Skunkworks forum" < skunkworks@lists.my.co.ke > Sent: Tuesday, May 26, 2009 7:35:12 PM GMT +03:00 Iraq Subject: Re: [Skunkworks] Zuku Riyaz You can look into it but will you resurrect the dead customer care? Will you be on call 24/7 for me? Or do you want to help me now then when I call or email you then you will get back to me rudely or one week later? Zuku must have a functioning CC. It must have standby support team 24/7. There are 3 friends in my predicament who just find it hard that in this day and age you guys start such a service and then you cant support it? I had to throw it away and now I am fully using Safcom but I am paying through the nose. The good thing is that its super fast and I can even download a whole DVD in 14 Minutes. I love it and I have the latest Books and Movies and even softwares because of it. I just love the speeds. If I get twice the speed of Safcom, I will move but until then, I am stuck with Safcom Theus On Tue, May 26, 2009 at 6:25 PM, Riyaz Bachani < riyaz.bachani@ke.wananchi.com > wrote: Theus, Hi, What issues did you have with your connection ? I can look into it. R ----- Forwarded Message ----- From: "Theus Owicho" < owichot@gmail.com > To: "Skunkworks forum" < skunkworks@lists.my.co.ke > Sent: Tuesday, May 26, 2009 6:14:55 PM GMT +03:00 Iraq Subject: Re: [Skunkworks] Zuku Ugly Ugly Ugly. Dont even dare. I dumped my equipment in the bacyard On Tue, May 26, 2009 at 6:13 PM, Victor Maina < vmaina@gmail.com > wrote: Hello! I saw an interesting ad from Zuku (Wananchi) over the weekend offering half price internet bundles. However, I am yet to meet anyone who uses or has used their services. How good is the service as compared to other similar product offerings? -- Victor Maina. Mobile: +254-738-722554 _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks Other services @ http://my.co.ke Other lists ------------- Skunkworks announce: http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce Science - http://lists.my.co.ke/cgi-bin/mailman/listinfo/science kazi - http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks Other services @ http://my.co.ke Other lists ------------- Skunkworks announce: http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce Science - http://lists.my.co.ke/cgi-bin/mailman/listinfo/science kazi - http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks Other services @ http://my.co.ke Other lists ------------- Skunkworks announce: http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce Science - http://lists.my.co.ke/cgi-bin/mailman/listinfo/science kazi - http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks Other services @ http://my.co.ke Other lists ------------- Skunkworks announce: http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce Science - http://lists.my.co.ke/cgi-bin/mailman/listinfo/science kazi - http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks Other services @ http://my.co.ke Other lists ------------- Skunkworks announce: http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce Science - http://lists.my.co.ke/cgi-bin/mailman/listinfo/science kazi - http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general
Riyaz, if you have a few moments, you may also test drive the online ticketing system at http://www.chekelea.com/support/users/main.php . Such systems are widely available anywhere. Some may say that if the internet is down, how will the online ticketing work? When people are faced with a stress related down times, they will use other means of connectivity to register a complaint. No more the usual CS of knowing the person so as to get things done. The main issue of a CC centre is this : Poor followup and that the systems dont escalate it further. A rude or non communicative CS person may not write the true story on email reports or pending complaints etc. The backend system may not be providing proper reports on tickets open etc. The upper structure of the company will be unaware of such and the client's impression is that the company is a failure. If anyone wants a demo on the online ticketing system, contact me offlist/onlist and I'll slot in your mail address/test dept and take you over the work flow involved and reporting capabilities ( minus admin rights etc )
Riyaz, When your networks guys are doing base station optimization, always inform the technical field guys before hand! I pity those guys when i call them n they spend over two hrs attempting to solve my problem only to realize that all they needed was to re-align position of the radio. On 05/27/2009, aki <aki275@googlemail.com> wrote:
Riyaz, if you have a few moments, you may also test drive the online ticketing system at http://www.chekelea.com/support/users/main.php . Such systems are widely available anywhere. Some may say that if the internet is down, how will the online ticketing work? When people are faced with a stress related down times, they will use other means of connectivity to register a complaint. No more the usual CS of knowing the person so as to get things done. The main issue of a CC centre is this : Poor followup and that the systems dont escalate it further. A rude or non communicative CS person may not write the true story on email reports or pending complaints etc. The backend system may not be providing proper reports on tickets open etc. The upper structure of the company will be unaware of such and the client's impression is that the company is a failure.
If anyone wants a demo on the online ticketing system, contact me offlist/onlist and I'll slot in your mail address/test dept and take you over the work flow involved and reporting capabilities ( minus admin rights etc )
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Aki I once recommended to Zain and Safccom to use either use the online support system like providesupport.com or to create a number like the premium numbers xxxx and people will be sending their queries and support issues. Most of the problems in CC in most of the IT and Phone problems are very basic and they can just be solved by creating revolutionary systems. Say Safaricom use 1122 as theiir customer care number and payment is 1 bob per sms because there are no termination charges here. They will reduce queues in most of the CC centres. They can also try http://www.providesupport.com/ TO On Wed, May 27, 2009 at 10:48 AM, John Macharia <kihahu@gmail.com> wrote:
Riyaz, When your networks guys are doing base station optimization, always inform the technical field guys before hand! I pity those guys when i call them n they spend over two hrs attempting to solve my problem only to realize that all they needed was to re-align position of the radio.
On 05/27/2009, aki <aki275@googlemail.com> wrote:
Riyaz, if you have a few moments, you may also test drive the online ticketing system at http://www.chekelea.com/support/users/main.php . Such systems are widely available anywhere. Some may say that if the internet is down, how will the online ticketing work? When people are faced with a stress related down times, they will use other means of connectivity to register a complaint. No more the usual CS of knowing the person so as to get things done. The main issue of a CC centre is this : Poor followup and that the systems dont escalate it further. A rude or non communicative CS person may not write the true story on email reports or pending complaints etc. The backend system may not be providing proper reports on tickets open etc. The upper structure of the company will be unaware of such and the client's impression is that the company is a failure.
If anyone wants a demo on the online ticketing system, contact me offlist/onlist and I'll slot in your mail address/test dept and take you over the work flow involved and reporting capabilities ( minus admin rights etc )
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keeping it short : Some benefits of Customer Service Centre Online ( online systems, which every you choose CRM etc ): - Allows dept heads to gather statistics on complaint areas within their business operations - Allows statistics on nature of complaints and recommendations - gather information about services rendered - gather information about issues affecting clients - Remove the poor follow ups barrier between CS reps, Clients and Company management - Vet CS reps on performance on CS related issues. Riyaz, imagine if you got an email addressed to tech dept on your PDA with a ticket number of someone complaining that the internet services were disrupted for short time. I think in many ways, CSC will help companies achieve the 99% uptime. Tracking complaints will make it very possible. my 2 cents..
We use vTiger internally for our ticketing purposes. Will check out chekelea - what do you use ? However we're upgrading in June to a new CRM manager which will cater for all our processes especially on the cable triple-play side (you have some tricky things on cable such as VoD packages that have to be created on the fly and so on. You're definintely right about the info that gets put on tickets. It becomes difficult to even analyze sometimes, you go "hmmm" :) What we do for that is "barge" into calls on the call center PBX system where you can listen in, record, and measure the quality of the CS person. Aki - I think we need more than one Tuesday session from you ;) ----- Original Message ----- From: "aki" <aki275@googlemail.com> To: "Skunkworks forum" <skunkworks@lists.my.co.ke> Sent: Wednesday, May 27, 2009 10:32:15 AM GMT +03:00 Iraq Subject: Re: [Skunkworks] Zuku Riyaz, if you have a few moments, you may also test drive the online ticketing system at http://www.chekelea.com/support/users/main.php . Such systems are widely available anywhere. Some may say that if the internet is down, how will the online ticketing work? When people are faced with a stress related down times, they will use other means of connectivity to register a complaint. No more the usual CS of knowing the person so as to get things done. The main issue of a CC centre is this : Poor followup and that the systems dont escalate it further. A rude or non communicative CS person may not write the true story on email reports or pending complaints etc. The backend system may not be providing proper reports on tickets open etc. The upper structure of the company will be unaware of such and the client's impression is that the company is a failure. If anyone wants a demo on the online ticketing system, contact me offlist/onlist and I'll slot in your mail address/test dept and take you over the work flow involved and reporting capabilities ( minus admin rights etc ) _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks Other services @ http://my.co.ke Other lists ------------- Skunkworks announce: http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks-announce Science - http://lists.my.co.ke/cgi-bin/mailman/listinfo/science kazi - http://lists.my.co.ke/cgi-bin/mailman/admin/kazi/general
work is almost complete on Online CSC at chekelea. For testing I'll setup a demo account support department so that anyone can test next week. Access will be to staff area of the system. Please use the chance to go over it. How CSC Online works ( will try to keep it minimal ) : - Client logs complaint using their regular mail address ( select dept etc ). the client is registered automatically. Client receives a no reply email about ticket info in their regular mail box with details. - When client registered complaint etc, backend system automatically emails the staff department members. With ticket details and complaint etc. - CS Staffer is logged onto dept section and see the dashboard, will see all the tickets coming in ( including admins ), can claim ownership or referral. some details are : Current System Date/Time: *05-27-2009 12:43 PM* There are 4 visitors at your site There are *0 Emergency Tickets* in your help desk There are *1 Open Tickets* in your help desk There are *0 Pending Tickets* in your help desk There are *0 New Tickets* in your help desk
participants (4)
-
aki -
John Macharia -
Riyaz Bachani -
Theus Owicho