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Topic # 66066 11-Aug-2010 22:24
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Hey guys,
Has anyone found that the customer self service tools on the web for WxC are quite disparate/poor? For example I have 12 logins/passwwords for MyVFX, a login/password for viewbill, another and another for my broadband line so all up 14 username/passwords for one supplier!

When I can find the username/password for a particular service I find that the portal is difficult to use and 90% of the time I can't find the feature I want, for example the other day it was fax to email and before that call forwarding. While the phone support during the week is really great, the people on during the weekend don't seem to be as good and it takes a little longer for them to answer the phone. ATM I'm calling maybe twice a week and spend about 10 minutes each time with the CSR.

I'm sure there are many like myself so maybe for both WxC bottom line (due to paying CSRs) & customer satisfaction (ie managing my services online and not having to wait for the phone) this could be an area of improvement/cohesion?





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  Reply # 366555 11-Aug-2010 23:13

Zeon: Hey guys,
Has anyone found that the customer self service tools on the web for WxC are quite disparate/poor? For example I have 12 logins/passwwords for MyVFX, a login/password for viewbill, another and another for my broadband line so all up 14 username/passwords for one supplier!

When I can find the username/password for a particular service I find that the portal is difficult to use and 90% of the time I can't find the feature I want, for example the other day it was fax to email and before that call forwarding. While the phone support during the week is really great, the people on during the weekend don't seem to be as good and it takes a little longer for them to answer the phone. ATM I'm calling maybe twice a week and spend about 10 minutes each time with the CSR.


I'm sure there are many like myself so maybe for both WxC bottom line (due to paying CSRs) & customer satisfaction (ie managing my services online and not having to wait for the phone) this could be an area of improvement/cohesion?


 

I think it is a case of them using different third party systems, which have all been developed by different companies, and they aren't able to be combined into one system. I had the same issue with some telecom services. I am sure if you move to another ISP there is an ISP who will do this, but is it really a big deal, and you would probably be paying more for it? Just use something like Last Pass to remember the passwords.

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