World Online has launched My.WorldOnline to its dialup subscribers, offering users secure access to many administrative and value-added services associated with their Internet account. Also available is World Support Connection Assistant, an online diagnostic tool that offers proactive support for managing users` connections to the Internet.
My.WorldOnline is currently available to users of the worldonline.co.za, yebo.co.za and global.co.za networks.
"My.WorldOnline removes the hassle of phoning the call centre with administration queries," says Michelle Branco, B2C product and marketing manager at World Online.
The new service will allow World Online to focus its call centre technical skills on trouble-shooting instead of administration queries. It will also serve to alleviate pressure on the call centre, but that does not mean World Online will be reducing the size of its call centre in any way.
"Users will be met with faster response times. We will improve our quality of service to subscribers without increasing the cost to them," says Branco.
Currently the service is aimed squarely at the dial-up subscriber base but Branco says the platform on which it operates will allow for additional services to be added.
Drawing up the specification for the system that powers My.WorldOnline began a year ago. A Java middleware application was developed in-house to present information from disparate back-end systems to the Web-based graphical user interface (GUI). Development of the middleware Java application is ongoing as new features are continuously added.
"We are using proprietary software developed internally. We based the requirements for My.WorldOnline on customer feedback and customer contact through the call centre," says Branco.
Security is a priority at My.WorldOnline with users required to enter a username and password. Online 128-bit secure socket layer (SSL) encryption, similar to standards used in Internet banking, is used to ensure that all data transmitted via the Web interface is secure.
My.WorldOnline gives users access to Internet-based e-mail, stores their favourite site addresses like the bookmarks in Internet Explorer, manages their 10MB free personal Web space as part of their World Online account, allows them to view dialup history for the previous 12 months, view their details and update them online, check billing information, manage their e-mail account and receive e-mail SMS notification and more.
"Following the integration of legacy systems My.WorldOnline will be made available to the 35 000 icon.co.za subscribers in the near future," says Branco.
The World Support Connection Assistant, formerly known as NetNurse, is a 1MB application that users download and install on their machines that helps improve their connection to the Internet and assists with solutions for problems such as unstable connection, varying connection speeds and long waiting periods when dialling-up. It also offers some 150 help pages and possible solutions for problems you may encounter when dialling into the Internet.
Incorrect hardware or software settings, for example, may account for poor connections and a World Support Connection Assistant will assist in remedying this.
"The application can work in conjunction with our technical helpdesk in cases of unstable connections, varying connection speeds and long waiting periods when dialling up," says Branco.
World Support Connection Assistant is available to all World Online subscribers operating Windows 95, 98 and NT operating systems.
Share