BT Adds 'Self-Help' Option for Broadband Customers

BT Press Release 12/08/04

BT's consumer and business broadband customers can now have the ability to fix many of their internet problems themselves, as soon as they happen.

BT has included an enhanced 'self-help' option to its entire range of broadband products, from Broadband Basic to BT Yahoo! Broadband. Called 'BT Broadband Help' or 'BT Yahoo! Help', depending on the service that the customer is using. It enables customers to receive automated pop-ups that will automatically alert users to potential problems. These include issues with connection and email, general settings enquiries and internet usage allowances. It will then take the user through the necessary steps to remedy the problem,. The service is based on management software from Motive, Inc.

This follows a trial of the self-help service with BT Broadband Basic and BT Yahoo! customers, the results of which were used to enhance the service still further before adding it as an option to all of BT's broadband family.

Customers can accept or decline the self-help option or turn off the feature altogether. Alternatively customers can ring or text a BT support desk number included in the pop-up advice, for more information.

Mike Galvin, director in BT's Retail Internet Operations, said: "We know from our own research that customers who don't have the Motive technology are five times more likely to call help staff,"

"When you just want to get on with making the most of your broadband connection, calling for help can be frustrating. Our new addition is all about helping the customer to help themselves, but with the built-in flexibility to accept or decline the tips if they want, and backed up by the knowledge that they can call the call centre support staff 24/7."

"Delivering fast help straight to customers' desktops dramatically reduces the need for phone calls to call centres, resulting in time savings for our customers and cost savings for BT," Mike added. "It is this focus on customer service that differentiates BT Retail from other broadband providers in the market."

The service is available to new broadband customers immediately through a CD installation. Existing customers can download the software via the BT website.

Return to Infrastructure Technology News