Self serve troubleshooting

[prezPM]

The motto of public Mobile is self service. How about creating a troubleshooting page that has step by step pages to narrow the problem then find a solution.

Something like

What type of problem?
Account
Connection
Payment
Plans
Rewards

What type of payment problem?
Autoplay
Declined transaction

Etc

[wetcoaster]

It's not exactly labeled as trouble shooting but the information can be found in the knowledge base and/or the sticky threads in each board. I also found the search function very reliable.

[plgm19]

Agree with wetcoaster... It seems that your suggestion already exists in the forums as the divided categories combined with the search function.

Although, what you are highlighting is possibly the hidden nature of finding solutions in the forums. I know for me personally, finding my first forum felt like falling into Wonderland. Maybe if there was a troubleshooting or search bar available on your self serve profile it could bridge the gap for anyone searching for solutions and unable to find them. The present setup, where you click 'get help' sends a user to a page where the first link is to their self-serve page (which they were most probably just at), with a second link to the community and a third link to email customer service directly. It's not immediately clear how incredibly helpful the community is.

So, what if there was a search bar like you are describing placed directly on a user's self serve page, that links to the solution in the forums? I think that's what you are getting at, right prezPM?