Quote:
Originally Posted by vicz
Because the helpdesk would normally be staffed with low skilled staff and an email auto-response system. And BT would probably be paying phorm a support fee to provide second line support. The default route may even be to phorm. Anything more BT-related would just be passed back to them. But it does look like a case-referral trail rather than the form being hosted by phorm(!) This is typical of how products like eg Kana or Siebel work. After a while the auto response system would be able to spout its own PR-spin canned answers but until they get a feel for the sort of questions people actually ask they will probably be hand holding it.
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Last weekend there was a lot happening over on BT, including signs of a lot of activity and changes on webwise.bt.com - for example all the pages suddenly changed from html to php. Links from the
www.bt.com search box results which pointed to the old pages were broken and it became actually quite hard to locate BT Webwise from any starting point on the BT information and help pages.
There was stuff going on all weekend - and discussion about it on forums by customers expressing their concerns. I think talk of an automated system just rolling along its merry way doesn't quite fit with what we saw from the BT Customer end of things over that weekend. They were up to their usual tricks - telling us one thing and actively secretly doing another. They are well practiced at it and one day I hope they will pay for it publicly.