My suggestion - mods call us when they work on our tickets

[glblanc]

Here is my suggestion:

So every time someone runs into trouble - activation, billing, referral, porting, etc... the answer is always the same - "PM a mod" and wait for them to get back to you.

I have no problem with that - and understand that we are signing up for a "no frills" service with a shortage of moderators.

But why don't we have an option for the mod to call us when our turn finally arrives and work on resolving our issue(s) so that they stay resolved. I'm sure they can come up with a phone system that will only allow outgoing calls and never answer incoming calls - so people cannot directly call them.

Of course this probably won't be applicable universally - since some people may not have a contact # or may not be reachable at certain times... but I think overall, this will be a huge improvement in the customer service experience. The mod just has to call the number provided, if the person doesn't pick up in, say, 5 rings - they hang up and treat the ticket as without a contact number.

If you have had to send multiple messages to the mods for the same issue you know what I am talking about.

In the current system, a mod picks up a ticket, does what he/she can - or maybe need more information and replies to the user that - "please provide me with xxx information to continue"... 

The user then has to send a new PM and get back to the queue to wait another week for the next mod to see his message again... how frustrating is that?

I don't mind waiting 2 weeks for a mod to finally see my message - as long as at the end of the wait, I know my issue will be resolved.

....my $2 (autopay credit). 

[glblanc]

I agree that most solutions can be done without phone calls albeit some will take multiple email / SMS messages before they are fully resolved.

That is what I am hoping to address. It will give the mods more flexibilty to resolve customer issues.

[kav2001c]

@glblanc I think most issues can be resolved without phone calls

But in certain unique situations I think that they could contact a client directly

[glblanc]

Well.. technically, this is not "phone support" in the way we understand it from the other providers.

There is no phone number for us to call - and they don't have to maintain staff ready to answer phones. 

The support requests still come in the same way - through SMS or Email.

This is more of an extra "tool" for moderators. By giving them the flexibility to call us ensures their commitment to getting issues resolved when a client's service request is finally addressed - after the dreaded wait period.

Looking at the big picture, this will actually cut down on their work load - since they don't have to deal with multiple service requests (and progressively more angry/frustrated customers) - to fix the same issue.

[Rockdaddy22]

It would be nice for times like these. PM it will not go the phone support route, it's their business model. They've made it very clear in the past, that's what keeps the plans cheap.

[suno]

If they offered phone support, not possible for Public Mobile to keep these prices low.