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Great Citizen / Super Citoyen

Re: Changes to our Support structure


TheOldVR wrote:

 

 

Removing support access via all methods other than the community is an interesting change - I wonder how new customers will accept this.

 

For example - most of my freinds who have joined have not bothered to join the community, nor will they ever do so. I helped out when they had issues, or they worked off email. This change might see them leaving as they would rather just send a message vs. log in to a forum and either post a topic, or send a PM from there.

 

I hope usage of all non-Community support requests is very low otherwise you might have some upset peeps out there....

 

Nice communication though Smiley Very Happy.

 

 


I hear ya, but in my experiences, once your phone works, how often really are you contacting the support service reps? especially when you are easily able to adjust plans and addons online anyways in the self-serve portal. If you were a new customer and this is the only way to get it fixed, it should funnel people into the system in the same way. 

 

When I was previously with koodo, it seemed the only times I went in was because my phone broke, which isn't something that PM offers. 

Town Hero / Héro de la Ville

Re: Changes to our Support structure

 

@Jamar_so_far.... that's the exact scenario that causes problems.

 

We all have accounts in the Community so we're good.

 

MANY others don't... they just signed up and things worked out. So one day their phone stops work and and they are in panic without service.

 

So they hit the website, then figure out that they need to join the community and learn how to make a request - then learn that it could take up to 48 hours to hear back. We already see many people new to the community complaining about this exact scenario.

 

Today, customers without service or knowledge of the support structure can use a few options to send in a message using a known communication channel and no new community accounts.

 

I personally would not have made the decision to make all support through a single channel... but that is just me.

 

 

 

 

Great Citizen / Super Citoyen

Re: Changes to our Support structure

@TheOldVR

 

But that's exactly it. Panic. you have someone not sure what to do, so it's better to hit triple redundancy and clogs the system. 

 

An ordered ticket system (hopefully coming as promised) and one pipeline removes the ability for people to mess this up. 

 

I do agree though that you should have to sign up with a username for the community at the same time as activating you PM account, this would make it much easier to funnel people into the community. 

 

For example, my vision is how to make this work more efficiently is as soon as you sign up for an account and receive the confirmation email, there is either a link that takes you right to a sticky that tells you exactly how to begin a service requests, or it's embedded right into that email. Would this be that difficult to change @Jeremy_M

Oracle

Re: Changes to our Support structure

That's another reason I prefer my idea for the Contact Us button: https://productioncommunity.publicmobile.ca/t5/Public-Lab/Moderator-Contact/idi-p/168241Robot LOL


>>> ALERT: I AM NOT A MODERATOR. JE NE SUIS PAS MODERATEUR.
Great Citizen / Super Citoyen

Re: Changes to our Support structure

@Luddite @TheOldVR

 

Hmm...the last 3 posts that I thought I posted haven't been showing up. weird. I'll try again:

 

Panic is the big problem and if you give customers too many options then it'll just be redundancy. A person where their service doesn't instantly work will probably PM every mod (that's changed), send and email, and go on twitter. It just creates a huge amount of work for the tech support to wade through the exact same message, just different avenues. 

 

If you have mods all doing the same job, having one pipeline is easier. The big issue I see is that there isn't adequate information explaining how tech support works. Here's my idea. When you sign up for an account and receive an activation email, here's what you receive: 

 

Hello,

We’re excited to have you as a new Public Mobile customer.  Here’s some important information about your account: 
 
- Your 4-digit PIN has been successfully registered. You may need it to make changes to your account.
- Your Self Serve account has been successfully created. You will need your email address when logging in to Self Serve.

Here is a summary of your plan and any selected add-ons:

 

etc etc. 

 

Why not put in a short description about the community as well as a link to a thread sticky that is step by step how to open a support request ticket, if they are having account issues. @Jeremy_M This can't be too hard to update right? 

Town Hero / Héro de la Ville

Re: Changes to our Support structure


MK78 wrote:

I can't say I agree with this. You're basically removing even more ways of support.

 

What you needed to do is to create a proper online support ticket system. It's been suggested 100x over since the massive support overload during oct/nov 2016 after the big promo.


 

^^ This.

 

The ticket system is more important than any other change that's being done.

 

@MK78... in case it's not clear, I'm agreeing with you Smiley Wink

 

Great Citizen / Super Citoyen

Re: Changes to our Support structure

Panic is the big problem and if you give customers too many options then it'll just be redundancy. A person where their service doesn't instantly work will probably PM every mod (that's changed), send and email, and go on twitter. It just creates a huge amount of work for the tech support to wade through the exact same message, just different avenues.

If you have mods all doing the same job, having one pipeline is easier. The big issue I see is that there isn't adequate information explaining how tech support works. Here's my idea. When you sign up for an account and receive an activation email, here's what you receive:

 

Hello,

We’re excited to have you as a new Public Mobile customer.  Here’s some important information about your account:

- Your 4-digit PIN has been successfully registered. You may need it to make changes to your account.

- Your Self Serve account has been successfully created. You will need your email address when logging in to Self Serve.

Here is a summary of your plan and any selected add-ons:

 

etc etc.

Why not put in a short description about the community as well as a link to a thread sticky that is step by step how to open a support request ticket, if they are having account issues. @Jeremy_M This can't be too hard to update right?

Model Citizen / Citoyen Modèle

Re: Changes to our Support structure


TheOldVR wrote:

MK78 wrote:

I can't say I agree with this. You're basically removing even more ways of support.

 

What you needed to do is to create a proper online support ticket system. It's been suggested 100x over since the massive support overload during oct/nov 2016 after the big promo.


 

^^ This.

 

The ticket system is more important than any other change that's being done.

 

@MK78... in case it's not clear, I'm agreeing with you Smiley Wink

 


The support ticket system should be in the My Account, where all the other account relevant bits are. And the user already has an access once they sign up. Support tickets should be opened and closed in there, along with the relevant notifications via email or even via SMS that a ticket has been updated or needs user attention.

 

How hard could it be? This is what flusters me... Everyone who's ever used web hosting knows a system like that works very well.

 

Granted, I've only had an issue when initially signing up, due to PM not being able to process my credit card because it had a secondary address (it was on file). I tried to no avail to post message on the forums and PM mods, with no response. This was of course during the last year Fall Promo. I had to figure it out myself.

 

I'm still wondering regarding the "legality" of a communications service such as cellphone service, that they can have this hard to access technical and billing support. Not sure how this is explained during the signup process, i don't recall to be honest.

Town Hero / Héro de la Ville

Re: Changes to our Support structure

 

@Jamar_so_far - redundancy is still going to happen. When new customers finally figure things out they will get in to the forum, create multiple threads, tag the MODs, and then send multiple private messages waiting for response. None of this is tied together without a tracking system so it doesn't matter if the request comes in via email, twitter, or a forum thread.

 

The ticket system is what is needed to address your concerns... at that point it won't matter where a request comes from, or how many requests come in as they will all be associated with a single phone number resulting in huge efficiencies for PM.

 

I'm not trying to put PM down... the MODs are awesome and I'm very happy with their service. With that said.... limited resources should mandate a focus for greater ROI on projects. The ticket system... would address everything that the current changes are trying to fix, but can't.

 

 

Mayor / Maire

Re: Changes to our Support structure

@stonechucker lol

Lets just call out the odd balls who do not accept daylight savings time (its actually quite weird in that there is no province where it is universally ignored; SK comes closest but certain cities in SK actually do daylight savings time making thier city different than neighbours)

 

The red guys on this map ignore daylight savings time

 

https://fusiontables.googleusercontent.com/embedviz?q=select+col2+from+1HoJ3VFx70QIMW-J6-7JeTsn8Cd3l...