You folks can put satellites in the skies to supply Internet but the experience of the single most important thing you can do to help customers (other than supplying workable Internet) is so subpar. That single thing is make it easy for your customers to monitor useage. That means:
- Customers not having to waste time Googling to find things like Easy Chat. Why is it hidden? Why when I log in to the tool your are discontiuning does it tell me to start using Easy Chat without providing a link?!
- Having monitoring tools that give people useful information. For instance, why in the world do you (only) send me an alert AFTER I've hit 70%? I'd have liked to have known something was causing such a huge spike way before I consumed 70% with most of my month still remaining. With Verizon or other companies, users can receive alerts whenever they want, so they can actually modify their use, or discover data eating issues before they've consumer most of their data.
- So here is typical insanity of the poor user experience. I just sign up for useage alerts on this horrible EasyChat product and it tells me I've "signed up for alerts". It doesn't tell me anything else! You know, perhaps useful information like "you'll be notified of your total every time you consume 5 GB" or "you'll be notifed when you consume 50% of your quota". Just NOTHING! Where are your user interface specialists being schooled, Welcome Back Kotter?