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Providing details about your phone when seeking help


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Userlevel 7
This idea has come up many, many times by multiple MM's and multiple users here and was discussed with Koodo/GetSat and once it becomes do-able, they will. It's not that they don't want to or haven't tried; It's a GetSat limitation
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Ahmad wrote:

This idea has come up many, many times by multiple MM's and multiple users here and was discussed...

I think that's a bit of an exaggeration. I did a thorough search for topics related to this one prior to posting and could only come up with four or five posts that vaguely touch on this particular subject. I've also suggested this to be implemented in some sort of way with the upcoming revamping of the site. Things may have changed from seven months to a year ago, when nothing could be done. Anyway, I see this as the perfect opportunity to get this topic out there again and if nothing else, this serves as a friendly reminder to community members to add as much information about their device, specifically make and model, when asking for assistance.
Userlevel 6
Ahmad wrote:

This idea has come up many, many times by multiple MM's and multiple users here and was discussed...

Indeed an exaggeration. 🙂 I definitely think that the place where this would make sense is right before one wants to post their question. Not before.
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Ahmad wrote:

This idea has come up many, many times by multiple MM's and multiple users here and was discussed...

I agree, my first suggestion was prior to posting a question in the community. The other thought I had, tied into registration. The community member registers and there's a mandatory step where they simply select which device they have from a pop up menu. That information is then added to their profile information and it would be just a matter of hovering over their profile picture to find out what device they have. Appreciate the feedback Chris, thank you.
Userlevel 6
Ahmad wrote:

This idea has come up many, many times by multiple MM's and multiple users here and was discussed...

i like the registration idea, although it's one extra step I'm being asked to consider. Less is always more in my life. 🙂 Also, what would happen when I upgrade to another phone? The old info needs to be updated and most people will forget and we in turn could give out wrong info on the first round. Humor me for a sec....what if GS if entered from a cellphone could read type and display along with the profile of the poster. Is there such magic? 🙂
Userlevel 5
Ahmad wrote:

This idea has come up many, many times by multiple MM's and multiple users here and was discussed...

I like the idea as if you want help, we need information! But, I don't think many people are willing to fill it out as they think it's a "drag" and a "waste of time". But yeah, this is a GetSat thing, not a Koodo thing so, maybe?
Userlevel 7
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Ahmad wrote:

This idea has come up many, many times by multiple MM's and multiple users here and was discussed...

It has been brought up multiple times in the past. I do hope that this new revamp of the site allows for this as many questions/answers get lost from searching if they aren't tagged which many (including myself) forget to do or miss adding something that someone might choose to search by.
Userlevel 7
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This was discussed in detail during the MM meeting this summer. We were all for it, but it's not how GetSat does things. It was explained to us that GetSat purposely limits forum features. Very little is customizable to keep the look/feel similar across client brands. This is to make the use simpler and keep costs down. Still, I suggested a text disclaimer reminding people to include this information when posting a question. No matter what the format, I fully support this.
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Ivan wrote:

This was discussed in detail during the MM meeting this summer. We were all for it, but it's not ...

Thank you Ivan, finally a clear cut explanation as to why. I can appreciate keeping things simple, but if it comes at the expense of keeping costs down, this would seem somewhat counterproductive in my opinion. I'm in support of your text disclaimer, anything that helps to streamline or enhance the user experience is a definite plus.
Userlevel 7
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Ivan wrote:

This was discussed in detail during the MM meeting this summer. We were all for it, but it's not ...

Exactly. We were told that the majority of users don't even have to ask questions as their issue has already been addressed when someone else raised it earlier. I was very surprised.
Userlevel 7
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Ivan wrote:

This was discussed in detail during the MM meeting this summer. We were all for it, but it's not ...

Wish that was true of the 15-20 people a week who post the question "why is my bill so high?".
Userlevel 6
Ivan wrote:

This was discussed in detail during the MM meeting this summer. We were all for it, but it's not ...

Chad has shown this before, but this supports Ivan point. Look at those numbers. It seems the vast majority doesn not post but simply find what they were looking for. So, they may get 1,000 people asking why my bill is high but only 15-20 posting for additional help. Provides excellent self-service — 99.6% of customers finding answers by searching in the community, as opposed to posting new questions https://getsatisfaction.com/corp/customer-spotlight/koodo/index.php
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Here's a perfect example. I'm not singling Stacey out in a bad way, this is purely an example that relates to my original post. http://community.koodomobile.com/koodo/topics/app_help-18kz8y Sophia has already asked, "what phone is it, Stacey?" So let's see how much time it takes Stacey to provide us with the phones' details. At time of print, this question was asked seven and a half hours ago (EST). I'll admit, there are helpful tips being provided, but at this point, we don't know if it's an iPhone, Android, Blackberry or Windows Phone and the answer could therefore play out differently depending on which device Stacey has. In my opinion, with a way of knowing what device Stacey has, we'd be able to provide better feedback which could very well improve the overall user experience. Just a thought.

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