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Oracle

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon


@Alan_K wrote: 

.........

SIMon’s tickets now account for just under half of all Moderator interactions. With the smartform enhancement, our goal is to do two things:

...............

We’re glad to hear that a number of you have experienced faster response times when using SIMon, and we are working hard to make sure that this continually becomes the norm moving forward. SIMon’s tickets are indeed prioritized ahead of regular private messages to encourage more of our customers to try this new process (see: Why should I use SIMon?). To date, customers who use SIMon have a 20% faster time to resolution compared to private message users.

........

Alan


Well, it's not surprising that customers who use SIMon have a 20% faster time to resolution compared to private message users, since they're being prioritized. When less than half of moderator interactions come from SIMon tickets, those who do use SIMon are effectively skipping past half the lineup. In that light, a 20% improvement seems...well...light.  It would be interesting to see where the average time to resolution ends up when ALL support requests are done through SIMon instead of just under half (i.e. when everyone is prioritized, then no one is prioritized, and there's no queue-jumping to skew the stats).

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon


@SD08 wrote:

Well, it's not surprising that customers who use SIMon have a 20% faster time to resolution compared to private message users, since they're being prioritized. When less than half of moderator interactions come from SIMon tickets, those who do use SIMon are effectively skipping past half the lineup. In that light, a 20% improvement seems...well...light.  It would be interesting to see where the average time to resolution ends up when ALL support requests are done through SIMon instead of just under half (i.e. when everyone is prioritized, then no one is prioritized, and there's no queue-jumping to skew the stats).


At least some of my Community online time is now spent seemingly telling people how to avoid/bypass SIMon to get a ticket opened. Even then, the simplest and fastest steps to accomplish that take a bunch of mouse clicks.

Great Citizen / Super Citoyen

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon

Oh simple simple so very simple Simon. You are living up to your name sake. It is good to hear that he is resolving 70 % of inquiries. Obviously simple questions are getting resolved that is good. Takes the pressure.off both the moderators and the community. This leaves more time for the moderators so resolve issues that require expediency (no service) and issues only they can handle (accounts). This allows the community to help guide new users, troubleshoot, give advice or recommendations and just have lively discussions rather than constantly starting a conversation with "Reboot your phone" even though this is a common working solution. The constant pop up Simon is very annoying as is his location right by the post button. Changing these two irritants would go a long way in me despising Simon a little less....maybe.

Public Mobile

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon


@Korth wrote:

@cavemantoronto wrote:

SIMon. Can't stand him but can't live without him. Does Public Mobile know how much customers dislike it?  


I wouldn't say I dislike Simon. If the gadget actually helps people then it's worth keeping around.

 

What I do dislike are Simon's constant notifications. He occupies too much screen real estate on my mobile devices, it's especially frustrating when I can't even see what I'm typing because his big notification bubble is in the way. I've tried asking politely and demanding impolitely but PM insists on keeping Simon high priority and overlayed on top of everything, not even allowing mobile browsers/adblockers to disable Simon script without breaking the webpage. 

Please enable the user option to silence Simon until his services are required. Let Simon recognize requests for him to go away and sulk quietly in the corner, enable the option in community user profile, something, instead of investing efforts into doing the exact opposite.. Simon might become popular because Simon proves to be useful, Simon won't become popular because of manufactured celebrity status. 


Thanks for the feedback @Korth and @darlicious , I have also heard a number of Community members request the chat bubble to go away as it disrupted the mobile experience. I've removed that until we can figure out a better way to make SIMon more visible but not disruptive to customers!

Great Citizen / Super Citoyen

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon

Thank you! @Alan_K 

Deputy Mayor / Adjoint au Maire

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon

Lets se simon 1.1 can do next time!  

Oracle

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon

@Alan_K can you make the bubble appear based on logged in status and or Commmunity level? 

Great Neighbour / Super Voisin

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon

Yay!! Got SIMon!!

Public Mobile

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon


@mimmo wrote:

@Alan_K can you make the bubble appear based on logged in status and or Commmunity level? 


Great idea! Not right now unfortunately, it's a universal turn on or turn off kind of feature.

Good Citizen / Bon Citoyen

Re: Developer’s Blog: Early results of the smartform enhancements to SIMon

I like how Simon uses key search words from the user to suggest solutions to questions. That in itself is helping solve questions faster and keep moderators more able to solve more difficult issues that Simon can’t.