topic Re: Account functions - self serve, 611, chatbot in Get Support

Re: Account functions - self serve, 611, chatbot

esjliv — Fri, 09 Sep 2022 00:01:47 GMT

Are you dabbling into the ins and outs of SIMbot @dust2dust and just noticing recently how helpful it can be? Nice.

I think SIMbot is great to submit tickets also, super easy. Just gotta get by your first one, then smooth sailing.

I haven't used it for most of what you listed, but good testing and summary there.

I have tested this months ago, and I don't recall it working. But tried again just now and it worked.

"Are you a customer - click no".

If you are not a customer, but have a community account, you can still send an SMS verification code to a non-public mobile phone number and have a ticket submitted successfully.

But, now I am stuck with another community account. hum...wonder what can I do with that? 🤔

I am sure other members could advise, LOL.

Re: Account functions - self serve, 611, chatbot

softech — Thu, 08 Sep 2022 23:32:13 GMT

@dust2dust the option menu for *611 is the same , right? No new option in the menu??

Re: Account functions - self serve, 611, chatbot

computergeek541 — Fri, 09 Sep 2022 00:35:40 GMT

@dust2dust wrote:
After learning that the chatbot can do a bunch of account functions, I decided to make a chart of what I saw. Maybe things will change.

Start chatbot
Are you a customer - click yes
Click on the sign in - login box pops out - login using normal login credentials.
These are the differences between the self serve and 611 and the chatbot. The left column are all the things that can be done and seen in the self-serve.

This is something that Public Mobile has been working on for a while. I'm skeptical about the usefulness of the SIMon/Self Serve integration as I believe that in most cases, it would be easier for the customer to simply go to the Self Serve account to perform the action.

Re: Account functions - self serve, 611, chatbot

hTideGnow — Fri, 09 Sep 2022 01:06:24 GMT

Thanks @dust2dust for the useful information.

Just tried. It is fun to use Chatbot for all those features. But honest, it is for those "geeks" more than for general customers. Not too many people would notice such features in Chatbot.

And if they want Chatbot to preform that, they should bring the "bubble" back out. Honest, for newbie, they might even have hard time finding the Chatbot link

But overall, good thinking, but still some fine tuning required

Re: Account functions - self serve, 611, chatbot

dabr — Fri, 09 Sep 2022 01:10:04 GMT

Agree, I don't know why the chatbot isn't more visible if they want customers to use it as the first response, especially for newer customers who are not familiar with how all this online format works. But it's definitely useful to know it has an expanded list of functions now.

Re: Account functions - self serve, 611, chatbot

hTideGnow — Fri, 09 Sep 2022 01:14:27 GMT

@dabr wrote:
Agree, I don't know why the chatbot isn't more visible

@dabr Yes, I keep asking today.. where is Simple-Simon 🤣😂

Re: Account functions - self serve, 611, chatbot

esjliv — Fri, 09 Sep 2022 10:37:31 GMT

No idea why that chat bubble isn't visible when on the community page.

It is visible when on the Get Help page area (desktop and mobile). I think it would make sense to also have it show on the Community Page.

edit, correction above for accuracy, thanks @dabr

Re: Account functions - self serve, 611, chatbot

dabr — Fri, 09 Sep 2022 01:47:54 GMT

@esjliv You see that chat bubble when not logged in?

I just opened PM's webpage in another browser and don't see anything? Unless you mean the "Chat Now" option that pops up when clicking on one of PM's options for Shop or something? I do see the chat bubble when clicking the Get Help though.

Perhaps, PM removed it from the webpages (except Get Help) because customers were complaining that the bubble was taking up too much space and hiding parts of the threads, especially if using mobile device?

Re: Account functions - self serve, 611, chatbot

esjliv — Fri, 09 Sep 2022 10:32:48 GMT

@dabr wrote:
@esjliv You see that chat bubble when not logged in?

@dabr I have so many browsers/pages sometimes open these days, I actually didn't test it as much as I should have yesterday when I posted above. So thanks for pointing that out.

I will correct my above post because the way I wrote it is not accurate.

So, it seems it doesn't matter whether you are logged in or not. But the Chat Bubble shows a the bottom, right when going to the 'Get Help' page: https://www.publicmobile.ca/en/ns/get-help/give-help

Re: Account functions - self serve, 611, chatbot

esjliv — Sat, 10 Sep 2022 12:53:39 GMT

@hTideGnow wrote:
It is fun to use Chatbot for all those features. But honest, it is for those "geeks" more than for general customers.

What do you have against geeks @hTideGnow ?😜