Charter Launches Pipeline Self-Service Online Help Portal (old news - 10:12AM Monday Sep 09 2002)
With the recent launch of Charter's end-user support portal, »support.charter.com , powered by SupportSoft, more than 900,000 Charter Pipeline® high-speed Internet customers can find on-line self-help, fix problems with a few clicks, and receive fast and convenient support to enhance their service.
This is a clever way to lessen the overload that their call center and support group gets from unhappy customers.
But not that clever - few people will actually use it and the call volume will continue to climb as more subscribers come online and performance continues to drop.
Then, one day, as more and more people discover DSL, their call volume will finally begin to subside to manageable levels as customers continue to cancel service.
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They can't keep up with all the trouble calls!
Doesn't matter