I know it’s considered sporting to riff on BT’s customer service but on this one they done good. Having played with BT Workspace, irritated a few of my colleagues and written two long pieces about it, I wasn’t surprised when old hands duly poo-poo’ed the idea while others went uh?
OK – maybe I was overly generous but then BT Workspace just sent me a Daily Activity Report. Apart from the brain dead, easy to understand, colour coded layout, it included a status report on systems updates. None of the usual turgid geek speak that only 0.2% of the world’s population understands. Instead, they say things like:
BT Workspace is more secure
If you haven’t noticed, we’ve added SSL security to every BT Workspace site. In fact, we hope you haven’t noticed because we want it to be seamless to you. Any attempt to access http:// is routed to https://. Your site’s security is there and it just works effortlessly.
Comforting isn’t it even if some nerd found it necessary to introduce http:// So now I feel warmer towards BT. Most final buying decisions are not done on the basis of cold logic but how the customer feels about the supplier. Which is a neat way of asking: Do you delight your clients? Or do you piss them off? Do you know? Do you care?
Technorati Tags: BT Workspace, client relationships, customer support
