Globacom’s New Website

Globacom's New Website 1Telecommunications giant Globacom has put up a new design for their website. It is still the same address www.gloworld.com. It looks good with the fancy transitions and menus. Plus you get to see all the famous faces from Nollywood and show biz (dubbed Glo Ambassadors) in general. But it is ten steps backwards in terms of providing information on the company’s products and services.

How retro can things get?

No more info on tariffs, promos, value-added services – there’s just no useful info there for customers. Just boring corporate yarn. Plus, every now and then visitors are told to “contact us“, and a click to the contact page provides a phone number, email address and the corporate headquarters address.

Okay, they do have a dedicated “customer care” page that says “please give us a shout on 121 or 200, or simply send an email to customercare@gloworld.com“. Yes, and thankfully, there’s a “Find a Store” page that lists all Gloworld outlets.

But the gist is still that you get nothing out of this website besides further directions to wear yourself out trying to find out something as simple as the available voice, SMS and data plans on their network. Life just got easier for Glo subscribers. No kidding.

Excuse me, but when we visit a site like this, we want to be able to access info on “everything” (like obtains on MTN’s website, Zain’s website, Etisalat’s website, Visafone’s website, and on the old Glo website!) without having to dial a number unsuccessfully (no-one at the office here has been able to get through to 121 in over 6 months), or send an email that will not be responded to, or drive down to Victoria Island or some other remote location. What were these guys thinking?

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Somebody at Glo HQ has convinced the executives there that what Glo needs is to ignore their customers and instead target other businesses. This new design is a business-to-business job. The customer is not in view.

Bad idea. Very, very bad idea. Glo, you can do better than this.

Mister Mobility

I started blogging about mobile in 2004 as a fun way to share my passion for gadgets and mobile services. My other interests include digital media, speaking and teaching, photography, travelling, and dancing.

11 thoughts on “Globacom’s New Website

  • January 4, 2010 at 2:51 am
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    its indeed a very very poor website bad job glo

    pls i am still having great difficulty in locating a place where i can purchase a universal usb 3g modem or data card that works with all sim cards at an affordable price that is not more than #10000.

  • January 4, 2010 at 6:12 am
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    There are platitudes like:

    The customer is King
    The customer is ALWAYs right.

    I guess not in Nigeria.

    Many ‘BIG BUSINESSes’ spend fortunes on physical infra-structure. But, in a lot of cases do NOT pay as much attention to customer_focused service delivery (which primarily entails metaphorically putting yourself in your customers’ shoes, working assiduously to make life easy for them and making your service easily accessible).

    It seems the reason for these kind of ‘poorly thought out’ strategies is because of insufficient competition. We have just FOUR gsm Operators. It is not a business into which every Okoro and EkaEtte can venture. In a business sector where the entry point is not so steep, the Operators in that sector can not afford to conduct themselves in this despicable and nauseating manner.

    Why have a Customer Service Number that is left unattend to? Why, in these modern days, do I have to physically go to pay my subscription @ a StarComms, or visit a GLO because I want to activate a data plan? Thank God some of these retrogressive/backward policies are being rectified. But a lot more CAN & needs to be done..

    In the days when I was still using StarComms, for instance, a simple issue that could have been solved over the phone line – will require that you physically go to their office – and spend the whole day there. A busy friend spent almost a whole day in Glo Office trying to get internet access on a newly acquired Nokia. At the end of the day, it did not WORK!

    I have once had to go to MultiChoice Office in Victoria Island just to find out basic information (about MWeb)- which having the right, informed personnel – would addressed – over a phone.

    There are too many cases of BIG BUSINESS treating customers shabbily and mostly getting away with it,

    This is why I am miffed by the naîvety and hypocrisy of people who are so vocal and ferocious in their condemnation of ‘free browsing’. I – and numerous others – have wasted too much money (can be replaced) & time (an irreplaceable commodity) – trying to get service legitimately – IN VAIN – to be repentant on persisting in taking what I believe to be my own ‘pound of flesh’…

    GLO and other companies like them should wake up. Knowledge is POWER. Information is KEY in all we do. Let businesses be customer-centric by always thinking, ‘if the tables were reversed, would I be happy/satisfied with the service I am rendering?’

    I want to praise a company like VisaFone for having a wonderfully informative website. This probably has a LOT of bearing on their meteoric rise in the CDMA sector…

  • January 4, 2010 at 8:17 am
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    EyeBeeKay,

    You said:

    This is why I am miffed by the naivety and hypocrisy of people who are so vocal and ferocious in their condemnation of ‘free browsing’. I – and numerous others – have wasted too much money (can be replaced) & time (an irreplaceable commodity) – trying to get service legitimately – IN VAIN – to be repentant on persisting in taking what I believe to be my own ‘pound of flesh’…

    You know our position on the subject of illegal free browsing hacks here at Alireta. It is not necessarily naive or hypocritical to condemn free browsing. Do you really know the meaning of those two words?

    To be naive would mean that one does not know all the details and intricacies involved – which is untrue. Hypocrisy would mean that one indulges in the act behind the scenes (or is a part of the system that benefits from the lapses) while maintaining a public front of condemnation. We can speak for ourselves here at Alireta: that too is untrue, and we know it to be untrue for some others as well.

    Consider now that you are angry at being robbed (whether by a deliberate act or an act of neglect on the part of the networks); yet you advocate that subscribers deliberately rob the networks back. Inadvertently, your position is one hypocrisy; for you condemn robbery, yet advocate it to satisfy your anger.

    Simply put, you are no better than the people you claim have robbed you. The saying, Two wrongs don’t make a right, rings true. No real, lasting progress is ever made by repaying evil with evil.

    If you prefer not to take out legal and moral options of redress, endure being robbed some more. Or better still, walk away from the networks. You do not have to use their services.

    Now, enough of that. Please stay on topic. This article is about Glo’s new website.

  • January 4, 2010 at 9:21 am
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    i think the website is a work in progress. nice interface though.

  • January 4, 2010 at 10:48 am
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    Nice write-up about the new glo mobile web site. I have visited the glo site several times in search of some information regarding tariffs, RBT, profile/platform details etc. I must say that on all these occasions, my aspirations were never met.

    There is no right information of any kind on that site. It is a very bad situation that glo could not improve on their previous web site in terms of availability of quality information. Let glo visit the web sites of her fellow gsm operators and take a cue from those sites. After all, there’s nothing wrong in copying good things!

    Let glo know that having an enriched site will do them a lot of good; since it will take pressure off their half-dead 121 (customer care). Subscribers’ interest and satisfaction should be paramount in the heart of globacom.

  • January 4, 2010 at 12:39 pm
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    Glo seems to me to be unable to pass on any useful information for its sake. A minuscule amount of information is often surrounded by a bodyguard of unabashed self adulation. Take a look at any press release or information they pass. I have been a critic of their information management on Glo 1 fibre optic cable. All talk and no concrete information. See the clear difference between them and Funke Opeke’s Main One and WACS. One could go and on. Make no mistake I really wish Glo to be the dominant operator on the continent. But they need to clean their act.

    So, what is on their site doesn’t surprise me… except that it appears either they decided that minuscule is too much or their services are so good that no questions need asking.

  • January 4, 2010 at 9:39 pm
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    What a messy porridge! I agree with Mahogany. It’s a site in progress BUT why would anyone launch an unfinished site? Companies keep misbehaving in Nigeria cos the rules can be bent to favor them @ anytime.

  • January 5, 2010 at 2:59 am
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    Let’s put this company in perspective:

    I was at their HQ adjacent to Silverbird Cinemas on Ahmadu Bello. Beautiful and tasteful marbled exterior. Inside? Old. Old and upsetting.

    Here’s a company whose workers readily admit that they are well paid but have near zero job security: people can be sacked on a whim.

    Here’s a company that has so much capital, political & otherwise, and continues to be out-maneuvered by MTN, etc.

    Here’s a company whose officers admitted to me that they sold a poorly functioning broadband service to me, knowingly. How do you deal with that?

    Here’s a company with a majority shareholder that could not be traced by the EFCC under Nuhu Ribadu, whose Chairman and 2 executive directors fled the country.

    Are you surprised that their website has suddenly become less useful? I took one look at it and hurriedly exited the moment the site upgrade became live a while ago.

    Glo is an odd company. Don’t be surprised by their website.

    Divine

  • July 17, 2010 at 8:53 pm
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    I am so surprised at the negative criticisms this website is receiving from you lot. As far as i’m concerned, this website ticks all the boxes in website usability design and architecture. I think what this article should be about is that certain information is missing from glo’s splendid new website not glo has a nonfunctional new website

    It saddens my heart the way people just jump into conclusions and jettison other people’s efforts. This could easily be the best website to come out of Nigeria. Ease of navigation, splendid use of colours, standards compliant design, and a simplistic approach are some of the strong points of this site. As far as i’m concerned, these are the things that are most important in a website. All those information you are claiming is missing is just the job of a web editor who only has to copy and paste the required information from a word processor onto the site’s content management system.

    Therefore I urge you fellow Nigerians to remove the eye scales and see beyond the borders. Thanks

  • July 17, 2010 at 9:12 pm
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    dante,

    You said:

    Ease of navigation, splendid use of colours, standards compliant design, and a simplistic approach are some of the strong points of this site.

    As far as i’m concerned, these are the things that are most important in a website. All those information you are claiming is missing is just the job of a web editor who only has to copy and paste the required information from a word processor onto the site’s content management system.

    Those missing information are what a website should be about in the first place – information. All of the ease of navigation, splendid use of colours, standards compliant design, and a simplistic approach (good as they may be) are 100% useless without the information that people need. The website then serves no purpose whatsoever apart from displaying someone’s skills with DreamWeaver or other programmes.

    It is the first lesson anyone who wants to setup a successful website should learn. I believe that’ what the phrase ‘Content is king’ is all about.

    Cheers.

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