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Customer care blog for iBurst
Head of customer support at wireless broadband provider iBurst, Ed Hall, now has his own blog on the company website, where he writes about customer relationship management issues. For frazzled South African consumers, an interesting aspect of Hall's blog is that he identifies himself and welcomes correspondence directed to his personal email address.
"We think South Africans should know who is in charge of customer care at their banks, insurance companies, airlines and broadband providers," says Hall.
iBurst subscribers are also able to post comments in a public forum. The reaction so far has been overwhelmingly positive, with subscribers commending the company for "taking a new approach to direct communication with your clients" and for "taking customer service to a new level".
Comments Hall: "The buck stops with me. I am confident enough in the abilities of our customer care team to acknowledge this in a public forum."
Also in its quest to improve subscriber service, the wireless provider recently opened a high-tech showroom at its Sandton head office, targeted at current and potential iBurst subscribers.
"We hope to forge a closer relationship with wireless broadband subscribers by opening further showrooms in other cities and by expanding our reseller network," explains Hall.
Hall's blog can be found under the 'support' tab at www.iburst.co.za/default.aspx?link=blogs_support.
