topic Why hasn't public mobile created an easier way to get in contact with CSRs yet? in Get Support

Why hasn't public mobile created an easier way to get in contact with CSRs yet?

0utc4st — Fri, 01 Mar 2024 15:11:56 GMT

Am I the only one who's kind of confused as to why PM still makes it's customers use a browser messenger with no way to set notifications to contact Customer Service Representatives?

The app is quasi useless for 90% anything you would require to troubleshoot anything in case you're having any service issues, and even the automate chat service thing doesn't link you directly to a CSR. Having lag time between contacting somebody and getting an answer seems almost primitive..

I dunno... First world problems...maybe my blood sugar is low and I just need to go buy a kinder surprise egg...

Re: Why hasn't public mobile created an easier way to get in contact with CSRs yet?

fixin — Thu, 29 Feb 2024 23:28:17 GMT

@0utc4st - You could try saving this link somewhere safe. This will directly contact you to a CS_Agent.

⬇️ Click the link for an Agent * ⬇️

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

* - CS_Agent will typically get back to you within 48 hours. You will be required to login to your Public Mobile Community Account to contact CS_Agent. Please ensure that you pay attention for an agent because they may notify you asking for some information via Private Message, in your mailbox by clicking this link here: Messages

Re: Why hasn't public mobile created an easier way to get in contact with CSRs yet?

0utc4st — Fri, 01 Mar 2024 00:10:40 GMT

Thank you @fixin

The issue isn't finding help. It's easy to send a new message to them directly

The issue is the time it takes to resolve issues due to delays in communications. If I send a message now, I wont might not hear back from someone for 15- 20 minutes. And then they'll ask me to confirm my accound information and then I'll have to wait another 30- 40 minutes.

Sometimes resolving a simple issue can take up to days because you're basically sending emails back and forth .. but in a less efficient maner because emails actually save threads instead of starting new individual messages each time a csr replies to your questions...

It's just overall very ineffective way to deal with things that sometimes are urgent.

Re: Why hasn't public mobile created an easier way to get in contact with CSRs yet?

fixin — Fri, 01 Mar 2024 00:13:09 GMT

@0utc4st - Yes, but I think that some Telus CSA Call centres sometimes help PM Customers. Or if you are near a Telus store they might be able to help.

That is one of the ways that PM is cheaper, less CSA's and no call centres = less money used & more profit.

Re: Why hasn't public mobile created an easier way to get in contact with CSRs yet?

0utc4st — Fri, 01 Mar 2024 00:29:08 GMT

@fixin

I understand that. The part that frustrates me the most is not getting notifications when somebody messages you back. i understand have less CSAs and minimizing costs. But it feels like old school emails are more efficient then this browser based messaging.

Re: Why hasn't public mobile created an easier way to get in contact with CSRs yet?

fixin — Fri, 01 Mar 2024 01:26:11 GMT

@0utc4st - That is the bad choice of the community service, Khoros, I would rather have a email since everyone is required to have one & efficiency without having to login once every hour if you are inactive.

Re: Why hasn't public mobile created an easier way to get in contact with CSRs yet?

0utc4st — Fri, 01 Mar 2024 05:12:55 GMT

Also having tickets ose after 72 hours of inactivity can be infuriating when you get busy. I understand why it's done, because otherwise they would have millions of opened and unresolved tickets. But when you get busy and log in after 3 days and get a message saying your ticket was closed due to inactivity on top of not being able to get instant notification... That's infuriating

Re: Why hasn't public mobile created an easier way to get in contact with CSRs yet?

Dunkman — Fri, 01 Mar 2024 15:09:20 GMT

@0utc4st @fixin

Unfortunately, the customer service agent communication is not live chat service with immediate responses. This type of service saves the company money and then supposedly offers cheaper prices for us.

The ticketing system is now supposedly functioning properly and that should help speed up the process since account verification is already done when you submit a ticket.

Public mobile prefers customers submit a ticket via the chat bot instead of private message since it should lead to faster response times from CSA and helps keep track of problems, issues on the backend.

The Chatbot also has been improved with some AI features.