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Public Mobile

NEW Knowledge Base Articles + Vote on Help Videos

Update: Thank you to everyone who took the time to vote for the top 3 KBA videos they think would have the biggest impact in making our customer experience better! The final results are in and…

 

DRUM ROLL PLEASE…

……

….

 

The top 3 videos we will focus on first, in order, are:

  1. How to Get Help
  2. Self-Serve Account Management
  3. How to use your Phone & Plan Features

 

Hey Community,

 

You’ve given us feedback that the Knowledge Base (Help) Articles, our go-to guides for help and all things Public Mobile, needed some updating/improvements - so we’ve made some big changes to refresh the look and content. We’d love for you to check them out!

 

Here are some reasons why we think you’ll like them:

  1. It can save you time. All the information on a particular topic is in one place, with answers that have the Public Mobile stamp of approval. They’re organized so that you can find the answer to your question in no time!
  2. They can help you, help others. Did you know our Community Rewards have increased, and now you can get up to $20/ 30 days? There’s never been a better time to sharpen up on your Public Mobile knowledge and start helping Community members!
  3. Learn how you can get your plan down to $0! These articles have all the information you need to know on how to take advantage of our 4 different Rewards so that you can get your plan down to $0!

 

To check out the full list of articles, click here. We look forward to hearing your feedback.

 

Now we need your help to go even further!

 

We’re so excited about the new Knowledge Base Articles that we decided to take it a step further and turn some into videos!

 

Earlier this year @will13am had brought up the idea of converting some of the Knowledge Base Articles into videos to make it easier for customers to learn more about Public Mobile. This idea came up again in the workshop we held in June and, now, we’re excited to begin bringing this idea to life.

 

Before we get started on creating the videos, we’re looking for feedback from YOU! Of the below KBAs, which 3 would you recommend we work on first? Please vote in the poll below. Additionally, please comment below if there are other elements to the videos that you think MUST be included. We have an initial list we’ve put together, but would appreciate hearing your thoughts as well. The last date to vote and share your feedback will be July 27th. Stay tuned for an update after then!



-Public Mobile Community Team

Public Mobile

Re: NEW Knowledge Base Articles + Vote on Help Videos

Which of these Knowledge Base (Help) Articles would you like to see as videos?/Parmi ces articles de la Base de connaissance Public, lesquels aimeriez-vous voir en vidéo?
 
 
 
 
 
 
 
pollcode.com free polls
Mayor / Maire

Re: NEW Knowledge Base Articles + Vote on Help Videos

This is a great idea, nice to see public mobile is always looking for ways to improve.

Mayor / Maire

Re: NEW Knowledge Base Articles + Vote on Help Videos

Good news and goo idea, thanks for updating the articles!

 

(but don't forget to also update the system, that will help even more, eliminating problems instead of finding better ways to solve them afterward Smiley Wink )

Mayor / Maire

Re: NEW Knowledge Base Articles + Vote on Help Videos

I agree with @Someone_here. It's all very well to update all the information. But to still have fundamental issues outstanding unfixed is not entirely the best use of resources in my opinion. ie. automated password resets.

Oracle

Re: NEW Knowledge Base Articles + Vote on Help Videos

@Alan_K, great to see my suggestion being turned into reality.  The advantage of video is the opportunity to include a narrative discussion of such things like tips and tricks, etc that would require a wall of words to describe.  I just saw a customer post about successfully purchasing an add-on but he was unsure whether the right add-on was registered to the account.  A video can do more than just go over the actual add-on purchasing process.  It can illustrate what the screens look like so customers can see the screens look like, before, during and after.  The Public Mobile YouTube channels is probably the best kept secret.  This will bring it back to life.  The combination of the the words in the knowlege base and the video should be a slam dunk.  We will have nothing left to do in the community forum but talk about the weather.    Smiley Tongue

Highlighted
Oracle

Re: NEW Knowledge Base Articles + Vote on Help Videos


@z10user4 wrote:

I agree with @Someone_here. It's all very well to update all the information. But to still have fundamental issues outstanding unfixed is not entirely the best use of resources in my opinion. ie. automated password resets.


I believe these kinds of structural issues are not being displaced by this effort.

Town Hero / Héro de la Ville

Re: NEW Knowledge Base Articles + Vote on Help Videos

Any reason there isn’t a post on the differences between 3g and LTE plans? Or is it buried somewhere?

Mayor / Maire

Re: NEW Knowledge Base Articles + Vote on Help Videos


@mtfolks wrote:

Any reason there isn’t a post on the differences between 3g and LTE plans? Or is it buried somewhere?


Not sure about the knowledge base itself, but you may find some information about it here.

 

If you are not looking for information but rather pointing out that the info should be more obvious, I do agree Smiley Happy 

 

--------------------------------

EDIT

 

Actually, it's right here (Plans & Add-Ons): 

In this article you will learn all about our plans and Add-Ons, including:

  • The differences between 30-day and 90-day plans.
  • 3G versus 4G LTE speeds, and which one’s right for you.
  • Common data speed questions.
  • How Province-wide calling works.
  • How ‘limited’ Talk and Text plans work.
  • Our Add-Ons and how to purchase them.

 

Oracle

Re: NEW Knowledge Base Articles + Vote on Help Videos


@mtfolks wrote:

Any reason there isn’t a post on the differences between 3g and LTE plans? Or is it buried somewhere?


It is worthwhile to tag @Alan_K and ask that it be put on the to do list for inclusion in one of the knowledge base articles.