Upcoming support enhancements: We're looking for testers!

[Alan_K]

Hey Community,

We’re excited to let you know that the next big customer support enhancement is on its way! Using support forms and ticketing, we’re looking to make the way in which you reach out to Moderators clearer and easier in order to deliver a quicker resolution time to you. We’re happy to say we’ve been busy working away on a solution for you! 

At this point, we’d love to gather feedback from you, our amazing customers, before we put the finishing touches. To that end, we’re looking to get help from some of you-

Details on how to be a tester:

• We are looking for 10 Public Mobile customers to try out our new support forms and ticketing system and let us know what you don’t like and what you love.
• Testing will be held the week of July 8 to 12 and the time commitment is only 30 minutes. Perfect during a lunch break, right?
• Testing will be done online via join.me web conferencing meaning anyone across Canada can get involved.
• Testers must be able to speak English.
• Feedback will be collected during the session.
• Chosen candidates will be contacted exclusively via private messaging. 

What’s in it for you:

• Customers who participate will receive a 5 GB Data Add-On within 30 days of completion. 
• Opportunity to work directly with the Public Mobile team to help improve our support for customers like you! 

Sign up before July 3rd, 2019 by completing this link. We will contact the selected 10 testers via Private Message.

We’re sorry we can’t connect with everyone who’s expressed interest - if you aren’t selected to be a tester, we’re more than happy to collect your feedback after launch as we look to continuously improve the tool. Thanks in advance for your help and we look forward to hearing from you soon,

-Public Mobile Community Team

[z10user4]

Really...all the system needs is some kind of auto-reply back to simply acknowledge receipt of a request. Dumping into some unknown black hole of a request queue leaves the customer wondering where they stand.

Fancier still would be a queue number. You are #14... in that reply.

It should definitely remain first come first served.

[bridonca]

Count me in.  I am good at breaking things! 

[sa7375]

Timely but It was 

[kav2001c]

1 request:

Open Ticketing

Its always been a pet peeve of mine how same request needs to be re-submitted every 3 months

If Public knows its an issue it should not require so much work, both by the clients and by the Moderators who need to always re-validate account and resend same request to offline team

[RobertQc]

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@Alan_K wrote:

5 GB Data Add-On 

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How about along with the 200mb and 1gb add on in self serve you add an 5gb add on for us to purchase  

[selva1]

We have lot of great members with lot of suggestions, and they all will be able to help and make a good product. Good idea Public Mobile!

[plantmom]

Thats a great reward if we get picked! and a great way to help out the community.

[chelsealzl]

Sounds like a good idea to have a standardized form rather than messaging back and forth for info verification which takes way longer time. Hope it'll work well!

[Roger3]

Continuous process improvement is path to success. Good job Public Mobile.