Telecommunications 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 firstname.lastname@example.org“. 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?
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.