@CSA_PM Are Customer Agents Back in the Community?

[funpig1]

@CSA_PM 

Hello and Welcome!  I haven't seen a customer service agent post in the Community in a long time. Today, you posted at least 4 times to help people. Will customer agents be monitoring and responding regularly going forward? Keep up the good work.

(I hope this post does not get deleted).

[funpig1]

@Luddite 

For example, some of the pinned threads are in support are several years old. 

Currently, the compatibility of older phones is a frequent complaint that affects both current and prospective subscribers. Multiple new threads are started everyday and the Community cuts and pastes the same responses. These threads get bumped down and the process gets repeated again the next day.

I would suggest that the CSA_PM could pin a detailed "official" discussion thread explaining what is going on for all to read and discuss. 

[funpig1]

@Luddite 

There are Oracles and lots of Mayors helping individuals already.

It would be nice if the customer agents with their direct connection to Public Mobile do more to resolve the causes of the many chronic problems which affect large numbers of customers.

[Luddite]

@funpig1  Don't think that is their role, rather they will try to sort individual problems that seem stuck. 

[funpig1]

@Luddite 

This is is very good news.

It would be very helpful for a customer agent to give an explanation when there is a rash of repeated issues and how PM is going to fix for everybody.

For example, lately, it seems like there are a lot of auto payment issues resulting in service interruption. The typical advice to go to 7-Eleven to buy a voucher and pay is a major inconvenience for customer and is a Band-Aid solution which covers up what appears to be a chronic problem.

[Luddite]

@funpig1 Will customer agents be monitoring and responding regularly going forward?

It's a pilot programme involving only a few CSAs. They will engage when they think necessary, initiate private messaging if needed BUT WIIL NOT  respond to private messages, or tags, initiated by customers. 

[funpig1]

Not deleted, but moved from Support to the Lounge. I guess better than nothing.

[Chalupa_Batman]

I concur. Welcome @CSA_PM to the forums.