topic Re: How do you search for help? Let us know! in Announcements

How do you search for help? Let us know!

Catherine_T — Thu, 28 Jan 2021 13:57:13 GMT

Hey Community,

As a digital-first brand, we are always looking for ways to make getting help easier for our customers. With that said, we’d love to better understand how you search for help.

Let us know by filling out this quick survey (survey will end on Feb 7, 2021, 11:59PM EST).

Excited to hear from you!

- The Public Mobile Team

Re: How do you search for help? Let us know!

Anonymous — Thu, 28 Jan 2021 14:21:46 GMT

@Catherine_T

While I have a Google account, I refuse to log in to it for an extraneous unrelated purpose. There are many survey sites available where no one has to log in to anything. Even Khoros.

I would otherwise be happy to participate.

Re: How do you search for help? Let us know!

HALIMACS — Thu, 28 Jan 2021 14:41:18 GMT

Hi @Catherine_T

Excellent opportunity for many to offer views on helping.

I would offer that your best assets are indeed your Community users as nothing beats the learned experiences of actual customers.

Re: How do you search for help? Let us know!

kselmak — Thu, 28 Jan 2021 14:55:59 GMT

Did it.

Yes it's strange that we have to be logged into Google would be more logical to be logged into community account.

Btw I'm on shared device and have no clue which Google account was used couple of us are logged in this morning

Re: How do you search for help? Let us know!

sa7375 — Thu, 28 Jan 2021 15:16:04 GMT

Thanks for inviting the comments. Just completed the survey, and please consider adding "Speech-to-Text" capability in the PM BOT.

Re: How do you search for help? Let us know!

RosieR — Thu, 28 Jan 2021 15:31:53 GMT

Hi @Catherine_T done! As a regular forum poster, my doing this survey would most probably not count. lol Customers who want help just want to have answer and advice to their problem. These customers don't know/care about "boards". Boards? What are boards? I would suggest changing "boards" to "categories". Make your terms be user-friendly. ok that's my 2cents.

Stay safe

RosieR

Re: How do you search for help? Let us know!

Staliger — Thu, 28 Jan 2021 15:56:29 GMT

That's a very good opportunity to gather data on how to improve service! Thank you. Filled and sent.

Re: How do you search for help? Let us know!

fujiyama — Thu, 28 Jan 2021 19:36:43 GMT

I agree with @Anonymous, this shouldn't be something that requires account sign-in. It's mostly the annoyance/hassle for me, makes the survey not as "quick" as it should be lol.

For some there is also the security aspect. I guess one can use a burner account but again, that's a hassle...

Re: How do you search for help? Let us know!

computergeek541 — Thu, 28 Jan 2021 21:43:39 GMT

@Anonymous wrote:
@Catherine_T
While I have a Google account, I refuse to log in to it for an extraneous unrelated purpose. There are many survey sites available where no one has to log in to anything. Even Khoros.
I would otherwise be happy to participate.

The same was true of the new moderator tittle survey. I saw that I just closed it. I also have a Google account, but there is zero reason that I a Community member should need to sign in to Google or sign up for a new Google account to complete the survey.

As for how do people search for help? Members often do not search themselves for answers. Resources such as Get Help and SIMon area often used by the members answering the questions as documentation to support the answer the answers that are given.

Re: How do you search for help? Let us know!

kb_mv — Thu, 28 Jan 2021 21:48:37 GMT

@computergeek541 wrote:
@Anonymous wrote:
@Catherine_T
While I have a Google account, I refuse to log in to it for an extraneous unrelated purpose. There are many survey sites available where no one has to log in to anything. Even Khoros.
I would otherwise be happy to participate.
The same was true of the new moderator tittle survey. I saw that I just closed it. I also have a Google account, but there is zero reason that I a Community member should need to sign in to Google or sign up for a new Google account to complete the survey.

As for how do people search for help? Members often do not search themselves for answers. Resources such as Get Help and SIMon area often used by the members answering the questions as documentation to support the answer the answers that are given.

@Catherine_T I am with @computergeek541 and @Anonymous . I have Google accounts as well but see no need to access them to respond to a survey/poll. I would as well otherwise be happy to participate.

Re: How do you search for help? Let us know!

mimmo — Fri, 29 Jan 2021 03:23:49 GMT

I could be completely wrong but one of the reasons they might be using Google is to ensure (as best as possible) that people only reply once.

But this excludes users who do not have a Gmail account, so anynyone interested, here are the questions:

1)How long have you been on the Community? *

2) How often do you post a question on the Community

3)When searching for help on the Public Mobile Community (publicmobile.ca/community), what are you most likely to do? *

Search for key words/phrases in the Community search bar
Find a relevant Discussion Board and browse for related threads
Find a relevant Discussion Board and "Ask a Question"
Search for key words/phrases in SIMon (our chatbot)

How can we improve our current Community discussion boards (e.g. number of boards, categories, etc.) and search experience? (Optional)

Re: How do you search for help? Let us know!

Anonymous — Fri, 29 Jan 2021 04:15:23 GMT

That's helpful @mimmo and appreciate the time you took to put that together and I could see the questions and scroll while I was staring at the click to log in little pop up. But unlike the last survey where I posted my feedback anyway (and the same opinion) I'm just standing on principle now. They seem to be making a habit of it now. They don't need to do it this way. They've become too integrated into Google for my liking and they just assume everyone also just stays logged in to their account. They have many other options available to them.

So...if that's the way they want to play then I'm not interested.

Re: How do you search for help? Let us know!

XionBunny — Fri, 29 Jan 2021 05:55:00 GMT

I filled it out and gave my two cents, happy to help as always.

Re: How do you search for help? Let us know!

TheGx — Fri, 29 Jan 2021 07:29:37 GMT

If Public really wants to improve our current community discussion boards and thereby improve the search experience at the same time, they should do more to encourage people to spend more of their time here on this forum - because doing so and having more people stay logged in here, will in turn help solve more customer questions, because there will be more people here doing other things as well as being here to help out if they can.

So Public should stop offering zero consideration for posting in the lounge, at least give some consideration to encourage people to stay on this forum and encourage others to want to stay here talking to others even in the lounge, where they can be readily available to help others on other boards too.

Re: How do you search for help? Let us know!

Oracle365 — Mon, 01 Feb 2021 01:21:51 GMT

I would happily participate, if this survey didn't require Google account login (I don't remember my password and not going to go hunting for it for the sake of a survey). Hope you post another survey without login necessity, though 🙂 Happy week ahead!

Re: How do you search for help? Let us know!

LoreckAvery — Mon, 01 Feb 2021 03:56:02 GMT

Why do I have to sign into my google account to complete a survey??

Re: How do you search for help? Let us know!

TheGx — Mon, 01 Feb 2021 04:13:19 GMT

I clicked on the link and filled everything out, and because it never asked for any google information, I didn't know it was needed to participate, I used phone Duck Duck Go browser the complete survey and was logged into google play store - so that must be why it didn't ask me for anything to complete survey.

Still, I don't consent either that the survey could be pulling information off my phone that I didn't give them freely - and I don't agree either that google sign in should be required to participate in a Public Mobile survey.

Re: How do you search for help? Let us know!

softech — Sat, 06 Feb 2021 03:21:18 GMT

I guess it is cheaper for them to use Google service then to setup a page themselves to collect feedback...

But it looks like PM is doing these type of feedback survey more often, maybe they should consider develop something themselves...

Re: How do you search for help? Let us know!

charliewilliams — Sat, 06 Feb 2021 08:07:49 GMT

you can chat with simon the chat robot , you can find him bottom right of the screen .. a chat emoji

Re: How do you search for help? Let us know!

mister — Sat, 06 Feb 2021 20:08:47 GMT

Hmm.. I did not know anything about this, so long as google is connected to any surveys I will not be participating in any such phishing scams associated to google, as it is I rip everything google out of my phone when new and only the android operating system remains even if I must tolerate the endless notifications claiming my phone will not without google enabled.

One day I will figure out how to gain OS ROOT level access to my phones operating system and kill all such deceitful notifications!

I should hope public mobiles dissociates itself with google asap!