Telecom Operators Web Based Self Care Services, What they offers to users : Our Analysis

2. Airtel : Coming to Airtel, I struggled a lot to browse the self care portal and gather information. It is like Self  Hurdle for me instead of self care, as no page opens properly after the first page after login. Good that Airtel is having OTP/Password Authentication. I really liked this feature.

We have mentioned earlier as well about the performance of Airtel Self care portal, But it is of no use, as Airtel never cared about the quality offered by it till today as it remained the same for Prepaid users. The screen shot shows the date as well for reference 😉 Don’t know if any other Prepaid users are facing these issues as well but i can say Postpaid portal is not having these many issues.

If in case it opens we have the following page

As tabulated Airtel is providing various services/options via this portal. I hope this information is useful to some extent if the website works well first of all.

3. Reliance GSM : Reliance self care portal though looks good, is really messed up with Prepaid,Postpaid and Wireless internet product Services. At least the options non related to particular Services can be disabled after selecting Services from Account Summary page.  Only a few options provided will actually work with prepaid services as rest of others are for postpaid and wireless internet services. This is actually a bit confusing with users what actually are the services they are getting in prepaid.

4. TATA DOCOMO : It should be agreed, i have been using this self care portal since way back and its quality is promising. We get the required information and can perform the basic actions required. The most liked feature of mine is call barring/unbarring – which can be used to bar calls when we lost our mobile device to avoid any unauthorized usage. Though this doesn’t complete the entire self care functionality this is a very useful feature to be present in every self care portal i can say.

5. Vodafone IN : Leaving some bugs-HTML/CSS issues aside in the website portal, i can say Vodafone tried to cover almost all basic aspects in a self care portal which any customer expects. 

Coming to the bugs:

 Balance : My Account Balance

Wondering why there was .01 difference showing on my mobile and MyAccount ? 🙁

Last Login Details : 

Last login shows two different times – One time on Landing page and a different time after navigating to a different page.

Good that Vodafone is providing last call details, it would have been more awesome if the details are presented after removing the appending extra digits(May be LRN numbers, but end users get confused – a differentiation would be better) to numbers. These generally confuse users,what planet numbers are these and when did i called to them :p ? Even TATA Docomo also appends LRN numbers in it’s Destination number column. They can add a – to differentiate between numbers.

Wish Operators add more Quality and flavor to Self Care portals and make Customer Experience worth they are.

Not to rate,If all bugs/loop holes are removed we can consider this way -starting from good -Vodafone , TATA Docomo, Airtel, Reliance and Aircel.

Dear users have you used Self care portals of your respective operators and how did you felt about their usefulness and experience? We have some add ons to be considered for an ideal web self care service, Do you also have any options to be added for considering as an ideal Self care service? Do let us and other readers know via comments.

Note : Only Prepaid Mobile Self care Services are considered while writing this article. I have taken all necessary steps to avoid any mistakes in the table, as Data is manually fetched/verified from the operator’s website in any worst scenario may contain error. If in case found let us know via comments.