Telecom is launching something – I’m not really sure what it is, but apparently it will be some sort of Business Oriented Internet plan/ISP – where you get bundled internet access, hosting and things like Xero.
Business broadband plans will be “slightly differently priced” …
I read that as “more expensive”, but gee I’d pay anything for half decent NZ internet access – maybe even set up a business specifically to get it to my home.
and the services they encompass will also be different, she says. “There will be some guarantees about helpdesk and support.”
Good. Indeed I do not know why more businesses don’t follow Trade Me’s example and set up 0900 (paid) customer service lines. When I want help, I want a really competent human to immediately answer the phone 24/7.
The business Internet service will register domain names for customers and offer to develop and host their websites. It will also provide managed e-mail services suitable for businesses and online backup.
Hang on – why on earth would we want to get Telecom to provide those services?
As for hosting, well let’s see what Xero themselves do…
Now – and this is really important for any Telecom employees involved in this effort – go to that Rackspace site. When you get there for the first time a popup appears – a real live person is actually offering to chat with you.
Close that down and browse the site – it is all about “fanatical support”. View the video testomonials, check out the offers and go ahead – order up a server and try them for real (or maybe just call some of their customers)
That’s the standard to aim for – fanatical customer service, 24/7. That’s what you’d need to offer for this service in order to make a difference, and sadly you’d need to do it at prices that are competitive with getting services straight from the USA. (and that’s not a lot).
So – overall – it is good that Telecom is targeting small businesses, and I hope that they’ll stick to investing in providing reliable, speedy access to the internet and not get diverted into competing away from their core.