Auto Private Message Reply - On Moderator_Team

[BrrMcGrr]

Hello All,

I think it would be not a bad idea to increase the PM customer service side if maybe they can look into this kind of feature. an Auto response when someone sends a PM in. (Auto Reply based on Subject Line so its not sent every time they reply)

I think it would be benifitial to receive an auto message saying

"Thank you for your message and we are sorry you may be experiencing issues.

While you wait for a response from our team please note in your message you should have included the following to assist promptly in your issue.

Account # or Pin
Phone Number
Email address
(what ever standard items are needed and possibly forgotten)

While you wait for us to respond,

Please note you can check some common problems here: (link)

(any other key facts that they find solve alot of peoples problems ie: resetting phone/pulling battery etc)

Thank you for choosing Public Mobile"

I think that this would be an effective addition as PM is only going to be getting larger. As they get larger they will be increasing Staffing but with all companies you will always run into Staffing being less then what is needed as you need to justify the costs of hiring another staff member. This also gives the customer re-assurance they will get a response.

Anyways Thank you for reading my 2 cents 🙂 Well technically 5 Cents as they got rid of our dang pennies.

[jeferson]

I definitely agree. Great idea!

[kav2001c]

Its a good idea but my issue is with it being a *response*

So if I am a new customer, I email mods, realize (from response) I needed more info, so I email them a second time

Mod A reads email and sends response ask for more info

Mod B reads second email and actions request or asks for more info

You have doubled workload and caused confusion (this is the same communication break down that crippled Public last year in Nov)

[BrrMcGrr]

@kav2001c

Yes i do agree that is an issue. but we also do not know how their back-end system works. it may show the whole conversation chain when they open it. if so that minigates the "double work-load" issue.  

Without knowing how it looks in the back-end we can't assume it causes more of a workload. but for sure it will increase customer satisfaction and expidite customer resolution. And if they do not have it show the whole chain, that could be another improvement they can add. Too many variables until PM can advise if this could be workable.

But i do disagree with the note about this being an example of what caused the communication crippling last year. that was an issue of Tagging Mods in Posts, Sending PM's, Sending Emails, Sending Social Media Messages. That was a multi-platform issue that caused it. with it now consolidated to a single platform response system that would mitigate that example and problem.

[Michael77]

I like the idea. 

[mimmo]

Don't worry this will all be resolved once the proper ticketing system is implemented. We have been waiting for a year now so it should be right around the corner, or maybe the next one or...even the next one. Instead of having an auto reply maybe a sticky post or a custom message in the private messaging area saying all that info. ie before messaging moderator team please read this.

[Michael77]

@mimmo,

Wishful thinking..... 🙂

I hope you are right. 🙂

[kav2001c]

@BrrMcGrr last year we do know for a fact there was queue jumping and messages from multiple sources

Jeremy confirmed as much when they announced their new action plan for dealing with support

There are more than enough proven issues (I am one of them) that shows mods do not read previous messages (it seemed like only senior mods had this ability, although it may also be a result of the senior mod trying to untangle the mess the other mods made)

[MarieHelene_L]

Hi @kav2001c,

Just wanted to clarify that we all have access to previous exchanges anyone has had with any moderators. If we feel like there is some information missing or the customer is referring to a past issue, we will for sure take a look at the conversation history! We'd rather take a few minutes to read through your past exchanges than ask you to repeat yourself 🙂

Cheers!

Marie

[kav2001c]

@MarieHelene_L there were 3 mods who I will not call out who certainly did not do this

I actually tagged Jeremy directly to fix it