Koodo ditched their call center for Callback support ?

[BearFBI]

I was browsing around koodo's site and I went to the support page. The support page only showed an option to chat with "Q" (Basically SIMON but for Koodo).  There was no option to call Koodo or live chat with them. If you talk to Q and ask to speak to a human it makes you schedule a callback with a rep. 

Here a few screenshots.

 

 

 

(I used a random number) 

So I guess koodo got rid of their support number.

Its pretty interesting. They will call you back in 60 minutes. I wonder if Public will ever get this ?   It could easily get integrated with SIMON.

[popping]

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@BearFBI wrote:

@popping really they had callback support 2 years ago ? For new customers its hard to find a number to call them at. There is none. Im guessing they are fully callback support or do existing customers get a call center ?

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Yes.  They were running the call back system in parallel with the call in system.  After my TMS CSR told me to use the chat bot system, I stopped calling in and wait.  It is nice to schedule a call back when I am not busy.

[BearFBI]

@will13am Nothing is wrong with the approach. I just find it cool. It would be great if we got callback support but I don't think that will happen.

@popping really they had callback support 2 years ago ? For new customers its hard to find a number to call them at. There is none. Im guessing they are fully callback support or do existing customers get a call center ?

[popping]

When I was with Koodo, I had been using their chat bot to schedule call back 2 years ago.  It gave me a list of time slots to to pick a call back time.  It is a good system.  The callback are always on time to the minute.  No more put on hold for a long time.  

[will13am]

@BearFBI , not sure how this directly matters to Public Mobile customers.  In any event, what is wrong with this approach?  You go online to get into a queue for a customer service agent to call you.  The old way, you call in to get into a queue.  BTW, Amazon does the same thing with customer support.  The last time I tried contacting them, the interaction initiated a call from them.  I have to say the experience was good.