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Mayor / Maire

Re: NEW Knowledge Base Articles + Vote on Help Videos


@will13am wrote:

@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.


See me previous post Smiley Wink

 

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.

.


 

Town Hero / Héro de la Ville

Re: NEW Knowledge Base Articles + Vote on Help Videos

@Someone_here Ah, thanks! So it’s there but kind of buried. 

Mayor / Maire

Re: NEW Knowledge Base Articles + Vote on Help Videos

@mtfolksdoes have a point

It might be too technical for some, but the 3G plans are so misunderstood they would make a great video to watch for new clients

 

JL9
Model Citizen / Citoyen Modèle

Re: NEW Knowledge Base Articles + Vote on Help Videos

This sounds amazing and should streamline everything....can you say efficient 😁

Great Citizen / Super Citoyen

Re: NEW Knowledge Base Articles + Vote on Help Videos

I LOVE the idea of videos! Sometimes reading seems to put the emphasis in the wrong direction. Being able to see is so much better than reading for me and probably many others, especially those who aren't tech savvy!  This will drop customers already low frustration to almost nill! Thanks!

doe
Great Citizen / Super Citoyen

Re: NEW Knowledge Base Articles + Vote on Help Videos

@Alan_K wrote:

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!

 
-Public Mobile Community Team


@Moderator_Team

https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/tkb-p/knowledge_base - 10 pages of links to topics? do you believe that's efficient? As soon as I opened this I understood I would have to spend a lot of time reading through all that should I ever like to do that.

 

There is at least huge duplication there, and some topics are not obvious.

 

Duplication in names:

1. How to get help

2. How to contact moderators

3. PM Moderators team

4. How to contact PM

5. PM Community

6. How to use Community

7. Becoming Community member and posting messages

8. Community and Self-Serve accounts

9. Self-Serve account management

10. What is PM, why PM

11. Getting started

Why not having just 2-3 topics instead of that mess?

 

Customers are not interested in tools, they are interested in meeting their needs.

So topics that are not obvious don't worth to exist, they simply increase mess. That said, customers are not interested in Moderators, they are interested in getting help, so I believe KB topic should be named as "Getting help" not "Contacting Moderators" etc. Only inside topics it worth describing "you can get help: 1) through community 2) by contacting moderators. Here's how:"

JL9
Model Citizen / Citoyen Modèle

Re: NEW Knowledge Base Articles + Vote on Help Videos

Just took a spin through the new and improved knowledge base and have to say it is great AND easy to get where you need to go. Thanks PM 😁

Great Neighbour / Super Voisin

Re: NEW Knowledge Base Articles + Vote on Help Videos

It's great that the knowledgebase experts are adding in videos and spiffing up the content. Kudos! A suggestion - add a table of contents for the topics and videos, with icons to show which items are video. 

Highlighted
Great Citizen / Super Citoyen

Re: NEW Knowledge Base Articles + Vote on Help Videos

voted ! Smiley Happy

Good Citizen / Bon Citoyen

Re: NEW Knowledge Base Articles + Vote on Help Videos

Making videos is an awesome idea! 

 

Additionally, why not create a "Starter Guide" set of videos that are then embedded in an e-mail sent to all new Public Mobile members upon sign up? These videos can address the changes they will face in a non-conventional service provider like PM, how they can handle them effectively and with ease, and the benefits of doing so.

 

The videos should first outline how to solve low level problems (ex., porting a number) by explaining the Mod System. New customers won't be able to just dial *611 anymore, so properly explaining to them to not worry because there is a group of authorized and adept individuals that can handle their issues in a timely manner will definitely be an important first step. Secondly, maybe the videos can explain the whole self-serve system and how to manage data (plus data notifications), add-ons, etc. Thirdly, it should outine the Public Mobile community by explainig that there exists a group of community members and trusted members of that community (outside of mods) that are incentivized to positively contribute and that have positively contributed to that community. The final video should be about the Reward System; what it is, how it works, and why, they, as new members (and the community as a result) will benefit by taking part in it.

 

Ultimately, the point of these "Starter Guide" videos should be to first allay any fears about a self-serve service provider like Public Mobile, instill in new members that it isn't hard to handle things yourself or to have your problems solved, and that there is an awesome positive reinforcement system in place that creates a net benefit to the community making sure that any problems will always receive the best effort in being solved.

 

In my honest opinion, you want to market the 4 foregoing videos as much as possible. I still have friends that ask me if PM just like Freedom. The perception is still there. Maybe make the "Starter Guide" videos on the landing page along with some other essential videos instead of in the embedded e-mail. Maybe do both? This would probably convert a tonne of on-the-fence users to join PM. Obviously, then just fix the structural issues (by creating a mobile friendly self-serve page as just one example) and don't jack up plan prices and I honestly belive no one will consider it even slightly logical to be on any other network besides Public Mobile.

 

TLDR? Diminish customers' fears in a self-service provider through good marketing via your videos, consolidate website structure engendering ease of use and reduction of new problems in the first place, and keep the plans as competitive as they are now! I know this post was all about videos but all these aspects tie in to the greater experience. Regardless, good luck with everything! Can't wait to see how it's all implemented.