I am a new member of PM but it was not easy. During the process to activate a SIM number and to open an account, I got stuck in the activation form. One field, "Alternate contact number" It think it is called, did not work at all. It is a mandatory field and whatever number I was trying to submit was not working. It was not obvious to know where to go to have help. After the activation phase, I was not able to create an account. I had a lot of patience and determination. An agent helped me to create manually the account.
If this company was 2 or 3 month's old, I would understand that some bugs are still in the online forms and web pages, but this company is not exactly new and I would expect that the online processes are bug free, and since this company relies heavily on online self-serve, the online processes would be easy to interact with, avoiding entering the same information twice where it is as possible (I am referring to the activation form and the account creation form for example). The whole thing should be easily, without relying to agents to provide help and to fix manually those processes.
All the details should be taken seriously. One detail being that when a customer is in a province (other than the default province on top of the page) and the customer changes the province from Ontario to Alberta for instance, during the subsequent visits of that same customer, the application should be able to remember the province of that customer (remember me). Another detail is that at some time, I had to send a private message to an agent, I had to ask how to do it, until an agent told me where an icon of an envelop was, a tiny icon in a corner of the community page, that is barely visible and drowned with the other informations on the page.
I could continue like that again and again, and if you want me to point out other areas where a lot of improvements would be needed, I would be glad to do so. Those basic processes should be seamless, bug free and with a special care of how customers interact with the system. Unfortunately, many potential customers would simply give up after the first bug that they encounter. The first impression is so important to create an image of professionalism, quality and customers' care.
Thank you.
