Comments on: Customer Service http://www.torgo.com/blog/2007/06/customer-service.html Musings on technology, the Web, mobility and beyond Mon, 10 Oct 2011 12:09:41 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Paul Golding http://www.torgo.com/blog/2007/06/customer-service.html/comment-page-1#comment-16692 Paul Golding Mon, 11 Jun 2007 13:48:12 +0000 http://www.torgo.com/blog/2007/06/customer-service.html#comment-16692 Thanks Dan, but this is all web-tech stuff. I asked about "Joe Average", by which I mean the average Voda customer who might turn up in your shops or visit your website, not dev.mobi, which is probably alien voodoo to most of them. I understand the need for standards and wikis and other developer baggage. However, the fundamental promotion of the concept of having your own mobile site has not entered the radar screen of most operators. Something like www.zinadoo.com (I am not related to that company) on your portal might be useful. When I visit Voda's site, I see the message "mobile phone business", or possibly "mobile web access business" in some areas. I don't see "mobile self-expression business" or some other moniker that might lead to a mindset whereby the promotion of producing content for mobile web is made attractive, "hip" or otherwise appealing. I hear a lot about Web 2.0, mostly hype. What about 1.0? Most sites on the web are still not accessible on mobiles and there has never been a serious adoption of website mobilization, even by the developer community. Thanks Dan, but this is all web-tech stuff. I asked about “Joe Average”, by which I mean the average Voda customer who might turn up in your shops or visit your website, not dev.mobi, which is probably alien voodoo to most of them.

I understand the need for standards and wikis and other developer baggage. However, the fundamental promotion of the concept of having your own mobile site has not entered the radar screen of most operators.

Something like http://www.zinadoo.com (I am not related to that company) on your portal might be useful. When I visit Voda’s site, I see the message “mobile phone business”, or possibly “mobile web access business” in some areas. I don’t see “mobile self-expression business” or some other moniker that might lead to a mindset whereby the promotion of producing content for mobile web is made attractive, “hip” or otherwise appealing.

I hear a lot about Web 2.0, mostly hype. What about 1.0? Most sites on the web are still not accessible on mobiles and there has never been a serious adoption of website mobilization, even by the developer community.

]]> By: Daniel Appelquist http://www.torgo.com/blog/2007/06/customer-service.html/comment-page-1#comment-15870 Daniel Appelquist Tue, 05 Jun 2007 22:31:29 +0000 http://www.torgo.com/blog/2007/06/customer-service.html#comment-15870 Lee -- No problem being linked to, but I couldn't find the reference when I visited your site. Lee — No problem being linked to, but I couldn’t find the reference when I visited your site.

]]> By: Daniel Appelquist http://www.torgo.com/blog/2007/06/customer-service.html/comment-page-1#comment-15869 Daniel Appelquist Tue, 05 Jun 2007 22:26:16 +0000 http://www.torgo.com/blog/2007/06/customer-service.html#comment-15869 Paul -- I can't comment on your woes with Vodafone customer service but on your other question: absolutely this is an important question and a high priority for me personally. I've been working on this for almost three years now. During that time, we managed to launch the dotMobi joint venture, and the dotMobi company has gone on to build excellent online developer tools and resources (see http://dev.mobi). We also launched the W3C Mobile Web Initiatie (see http://w3.org/Mobile) which has published mobile web best practices (http://www.w3.org/TR/mobile-bp/) and a techniques wiki for mobile web developers (http://www.w3.org/2005/MWI/BPWG/techs/). All of this is aimed at Web developers, giving them the tools and techniques required to build great Web sites that work on mobile browsers. So I'd say we're working pretty hard on helping average <i>developers</i> to publish content to the mobile Web. But let me turn the question around: what would you like to see Voda (or any other operator) do better to support mobile Web content creators? Paul — I can’t comment on your woes with Vodafone customer service but on your other question: absolutely this is an important question and a high priority for me personally. I’ve been working on this for almost three years now. During that time, we managed to launch the dotMobi joint venture, and the dotMobi company has gone on to build excellent online developer tools and resources (see http://dev.mobi). We also launched the W3C Mobile Web Initiatie (see http://w3.org/Mobile) which has published mobile web best practices (http://www.w3.org/TR/mobile-bp/) and a techniques wiki for mobile web developers (http://www.w3.org/2005/MWI/BPWG/techs/). All of this is aimed at Web developers, giving them the tools and techniques required to build great Web sites that work on mobile browsers. So I’d say we’re working pretty hard on helping average developers to publish content to the mobile Web.

But let me turn the question around: what would you like to see Voda (or any other operator) do better to support mobile Web content creators?

]]> By: Delivery Hell http://www.torgo.com/blog/2007/06/customer-service.html/comment-page-1#comment-15838 Delivery Hell Tue, 05 Jun 2007 18:49:06 +0000 http://www.torgo.com/blog/2007/06/customer-service.html#comment-15838 I hope you don't mind Daniel, but I've added your views to my Delivery Hell forum which tries to communicate how appalling courier companies' customer service is. If you wish for me to remove it, let me know. Cheers, Lee I hope you don’t mind Daniel, but I’ve added your views to my Delivery Hell forum which tries to communicate how appalling courier companies’ customer service is.

If you wish for me to remove it, let me know.

Cheers,

Lee

]]> By: Paul Golding http://www.torgo.com/blog/2007/06/customer-service.html/comment-page-1#comment-15779 Paul Golding Tue, 05 Jun 2007 09:44:15 +0000 http://www.torgo.com/blog/2007/06/customer-service.html#comment-15779 Hi Dan I realise this is your blog, not Voda, but honestly have you ever tried contacting Voda to ask them about anything more technical than the on/off switch? It's hopeless and demoralising. I have still not been able to log into my online bill - 9 times out of 10 it says "this service temporarily screwed up and unavailable!" (OK, the "screwed" bit I made up!) Anyhow, whilst I'm here on your blog and noting that you're an obvious Web-tech guy AND working for a major operator. I have a simple question: What has Voda ever done to make it easy for Joe Average to publish content to the mobile web? AND, do you think this is an important question? Hi Dan

I realise this is your blog, not Voda, but honestly have you ever tried contacting Voda to ask them about anything more technical than the on/off switch? It’s hopeless and demoralising. I have still not been able to log into my online bill – 9 times out of 10 it says “this service temporarily screwed up and unavailable!” (OK, the “screwed” bit I made up!)

Anyhow, whilst I’m here on your blog and noting that you’re an obvious Web-tech guy AND working for a major operator. I have a simple question: What has Voda ever done to make it easy for Joe Average to publish content to the mobile web? AND, do you think this is an important question?

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