I've started using the "Online Chat" feature provided by Vodacom for support queries. First off I have to say that I really like the service, the agent who helped me (Yolanda) was very professional, responded efficiently and provided an awesome service overall.
My only complaint is that the service transmits data over an unsecured HTTP protocol (as opposed to HTTPS) and, when my query required confirmation of my identity, I was requested to provide sensitive information. I believe that Vodacom must upgrade the service to secure the communications with agents so that we, the customer are 1) certain that our communications have not been intercepted, 2) that we are actually chatting to a Vodacom agent.
The service has great potential but is painfully lacking in security for the customer.
Regards,
Katlego
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