You’ve Got (Voice)Mail

vmailTwenty six years ago last month, Professor Tim Berners-Lee’s issued a technical paper at a Swiss physics lab called Information Management: A Proposal. The result of that paper presented to CERN was the World Wide Web – a system for publishing information over something called the “Internet.” It finally debuted on August 6, 1991 when the World Wide Web was made a publicly available service. Since then pretty much everything in our daily lives has changed, from the way we gather information, the way we bank, are entertained and perhaps most of all, the way we interact.

The industry that was impacted the most is the one that brings the Internet to each of us, and that is telecommunications. From copper landlines to wireless to satellites, telecom is now responsible for running the world. But what about old school telco like your home phone? The thing that hasn’t changed much in over a century?

The Home Phone Goes Digital

Well, it’s not your grandmother’s home phone anymore. Worldline’s home phone for example includes a bunch of features that the original generation couldn’t conceive of – and unlike any of the original features from Ma Bell – all of ours are free. Things like:

  • Worldline to Worldline calls are ALWAYS FREE
  • Call Display and Call ID
  • Call Forwarding
  • Call Transfer
  • Call Waiting
  • Three-Way Calling
  • Visual Call Waiting
  • Voice Mail
  • 611 Exclusive Technical Support Access

Voicemail to Email

One of the features not mentioned above is a true melding of the classic telco with the digital age, and that is Voicemail to Email. It’s self-explanatory really. Activating this feature allows Worldline customers to have voicemail left on their home phones forwarded to their email inbox. There it is accessible as a sound file that can be played either on a PC computer or mobile device. This means there is no longer a requirement to call home to pick up messages; they are sent as soon as they are left meaning never missing out on those important calls. If you are a Worldline customer, you are invited to activate your Voicemail to Email feature simply by dialing 611 so you never have to miss a call at home again.

As the digital age progresses, more advances are always being added. We look forward to keeping our customers as up to date as possible with this ever-changing technology landscape.

Worldline is Hiring – Want to Help Spread the Word?

worldline_iconWe’re Growing, But We Want to Grow Faster!

As you probably already know, Worldline is providing a great service at a great price for a hundreds of thousands of Canadians each and every day. Since we’ve gone all social this year, we’re hearing from these folks on places like Facebook and Twitter, about how satisfied they are to have us as their Unlimited High Speed Internet and Digital Home Phone provider.

That kind of feedback has re-invigorated us to not just continue to grow, but to grow exponentially faster, because there are so many Canadians out there who are still getting gouged.

In other words, we’re on a mission – and we’re hoping some of you want to come along with us.

Pay It BackFirst, we have the “Pay it Back” program. Once you sign-up for our Home Phone & High Speed Internet Bundle you can start referring friends and family to this same service. You receive $5 off your monthly bill for a year or $60 for anyone signing up using your name.

That means sign-up 11 people and your bill becomes ZERO – ZIP – NADA.

Second, we’re introducing something new. Well, new for us anyway, because telecom companies like Bell, TELUS and Rogers have been doing it for years.

Join the “Convenience Crew”

If you are interested in getting more “hands-on” helping us spread the word, you can now make yourself some serious dough along the way.

We’re putting together a team of Worldline sales representatives we’re calling “The Convenience Crew” in a test region of Kitchener and Waterloo who are going to be going door-to-door signing up new Worldline customers.

Armed with all the tools they need; tablet computers, online ordering and on-site credit card readers, this group of highly motivated people will be hitting the road, letting the everyone in the area know that they don’t have to just take it anymore.

Canadians have options, and their best option in the Kitchener/Waterloo region is their own local Internet and phone company.

For each customer who signs up for one of our services, the crew member receives a very, very serious commission.

As a result Worldline gets a new customer. That new customers starts saving up to $600.00 on their telecom bills, and the crew member gets to put money in their pocket.

It’s win-win-win.

We’re certain that if we find the right people for this, this new program can take off, and we’ll institute it in communities across the country.

Do you want to help us spread the word about Worldline? Do you know someone who would be perfect for this?

Send résumés to the head of our HR department, Amanda Little, via email at careers@fibernetics.ca.

Can’t wait to have you come on board.

A Worldline Review

tumblr_mpkyxirvXG1qd2pfmo1_500How do you combat a bad, or worse, an illegitimate, review?

We here at Worldline are relatively new to this whole “social thing,” and having spent years with our heads down, working hard at keeping our existing customers happy while acquiring new ones, there is plenty that we’ve missed online.

Plenty.

Search engines like Google and Bing or review sites like Yelp or Redflagdeals provide prime Internet real-estate for folks to rant about how bad they think a company is – all with essentially zero accountability.

When we read these, the first thing we do (now), is figure out if they are our customer, and if they are, we get in touch and fix the problem. If you go to our Facebook page, you’ll see plenty of cases where we’ve resolved an issue, and in the end we’re both happy. Problem solved.

However, there are these other “reviews” from mystery posters. People who sound like they are just making stuff up. Who are they exactly? What is their agenda? Who do they work for? Those are the questions that pop to the front of our minds – because in most cased they are talking about us in a way that doesn’t sound a lot, or even a little, like us.

They’re complaining about our overcharging them (when our prices have never been anything like what they are saying), or us forcing them into signing a contract, (which we don’t have), or us charging a cancellation fee, (which we don’t do) or my favourite, us charging too much for Cable TV (a service we don’t, as yet, have).

There have long been reports and rumours of businesses posting negative reviews of their competitors’ products or companies, but according to the LA Times, new research shows that now, more than ever, people are writing extremely negative reviews about products they never purchased.

Duncan Simester, a marketing professor at MIT, and Eric Anderson of Northwestern University did a study based on reviews posted on the website of a major private-label apparel company that generates hundreds of thousands of reviews.

The duo found that about 5% of the product reviews were written by customers with no record of actually purchasing the item. Those reviews were “significantly more negative” than the remaining reviews.

Digital Home PhoneFor Worldline, whose reputation is everything, this is a problem because studies show that 72% of consumers say they believe the reviews posted online. We also know that people looking for Unlimited High Speed Internet and Digital Home Phone services are searching online.

In just a few minutes a new one of these reviews, truthful or not, can hurt the excellent reputation that we have spent years developing and frankly, earning.

It’s a problem we are now confronting head on, challenging those that are, simple put, nonsense, and dealing with those who do have a legitimate point on a case by case basis.

We guess the bottom line is, when you’re online doing research, never believe everything you read.*

* except for here of course.

 

Loyalty isn’t a “Program”

Bell Card

As you would imagine, the folks who work at Worldline use Worldline as their Home Phone and Unlimited High Speed Internet provider – meaning they were once with someone else.

Like Bell for instance. Our employees bring in these “loyalty” cards all the time for us to giggle over, but for our business, it’s not a joke.

Once someone leaves a company like Bell, that company works very, very hard at getting that person back by being all touchy-feely with a series of personalized cards offering them super discounts to come back.

You know, because they care and stuff.

The problem with this is, if they were this awesome while they were providing their service, chances are no one would ever leave them in the first place.

Regardless, these semi-shameless marketing efforts are effective, but not nearly as effective as what they do when someone calls in to cancel on them.

When we sign up customers to a Worldline service, we know a certain percentage will in fact not become our customers because of what happens when they are on the phone with the likes of Bell, Telus or Rogers to cancel.

In the parlance of the telecom industry, this is called “breakage.”

The big three are great at it. We’ve heard customers tell us tales of being wooed with promises of discounts (that only last a few months) or price matching us (again, for only a few months) or if they are truly desperate, actually going lower than us (which will last even fewer months). Then if that doesn’t work – then comes out the major artillery; they switch them over to a “supervisor.”

These are the folks who are specialists at making the switch as painful as possible. They’re so good they even make switching from their overpriced, bandwidth-capped service seem somehow illogical.

And, unfortunately for us, on occasion these tactics work. We lose customers who were looking forward to saving up to $600/yr on their bills simply because they were talked out of it.

Now Rogers is going one step further. They’re trying to entice their existing customer base   into staying by signing them up to their new “loyalty” program. Starting this summer, “points” can be earned for Rogers services, and applied to other services like discounts on roaming charges, or a free PPV movie, stuff like that.

Worldline BundleIt adds up to a few pennies a month in benefits, weighed against the hundreds a year they are overcharging their customers.

It’s a great deal – for them.

And it’s also a preemptive strike to keep customers from thinking about going elsewhere, because now when someone calls into switch Rogers can say, “But what about all your points?”

Tricky eh?

So, how will Worldline fight against this? Same way we always have – by providing the fairest priced, Unlimited High Speed Internet and Home Phone in Canada – and trusting our customers to understand that we are taking on the big telecom companies on their behalf.

Joyce Maynard once wrote, “a person who deserves my loyalty receives it.”

The same applies to companies who provide a service.

Canadians have no idea they have Telco options: “I had no idea I could switch!”

BigThreeWe hear it all the time.

The Big Three have done such an awesome job at dominating the Canadian Telecommunications marketplace with their carpet bombing of cross-platform promotion and advertising that most Canadian believe they have little or, in most cases, no choice but to bite the bullet and sign up for with one of these overpriced behemoths.

On Canada Day we helped promote the fireworks display at Riverside Park in Cambridge, (our home town), with a massive TV truck, (literally a truck with a MASSIVE TV on the back), that also ran a Worldline promo.

A woman who was attending the show with her family saw the promo and called and signed up immediately telling the sales agent, “I had no idea I could switch!”, and that she’s been “dying to dump Rogers for ages” but didn’t know she had options.

Worldline BundleTo be honest, it drives us a little nuts. Here’s this nice lady in a park that is about 2 kms from Worldline’s head-office and she didn’t even know we exist!

It just shows you how daunting the task is that we face in this uneven market. In our own home town the Big Three have such a presence that they can essentially drown out a company like Worldline that has over 300,000 customers.

That said, we’re up to the task because we know Canadians who no longer can tolerate being overcharged for their High Speed Internet or Home Phone will find us, or we’ll find them.

We kind of feel it’s our duty.