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Koodo should have text message customer support


Koodo should allow customers to text customer support so you can ask questions to speak to an agent who can help with their issues, whether it be technical, billing, or a change of plans. This would be a new communication channel that is cheap (most people have unlimited texts in their plan already) and does not require internet access like this forum or web chat. It would be as easy as texting a friend except it would be with a Koodo employee. I just think it's a cool way to keep up with today's technology. Everyone texts all the time, so why shouldn't you be able to text your cell phone company for help?

17 replies

Userlevel 6
Thats actually a pretty awesome idea!
Userlevel 7
It's a good theory but the logistics of texting a customer support rep are iffy to me. You can't really "stop" Incoming texts so it would be impossible to stop people from texting reps after hours. A call can be routed through switches and then stopped if it's beyond operating hours but texts cannot.
Jonathan I wrote:

It's a good theory but the logistics of texting a customer support rep are iffy to me. You can't ...

Absolutely - but that's why there are hours of operations for support, the same way you would have hours of operation for email as an example. If people ask questions outside of hours of operations, they shouldn't expect a response until they are opened again. The ability to route texts is definitely possible though.
Userlevel 7
I'd rather have live chat than this which is essentially what youre asking for anyways
Userlevel 6
Ahmad wrote:

I'd rather have live chat than this which is essentially what youre asking for anyways

True, i guess the text would make it slightly easier to reach but probably a bigger cost for the company, id be happy with either
Ahmad wrote:

I'd rather have live chat than this which is essentially what youre asking for anyways

This is similar to live chat, yes (because you are talking with a live agent), but texting doesn't require internet access. Slight differences, both have pros and cons that could appeal to different people I don't bring this up to replace a live chat idea, I think its another channel that should be explored
Userlevel 7
Badge +4
Ahmad wrote:

I'd rather have live chat than this which is essentially what youre asking for anyways

Text is convenient without internet access. But, without password(or any kind of login), your text could be from someone else. So. they might not want to answer your questions if it through texts...
Ahmad wrote:

I'd rather have live chat than this which is essentially what youre asking for anyways

That is definitely a concern, but not just one that happens over a text channel. Calling in , chat, or email you still have to have a verification process in place to ensure you are talking to the actual customer. This is something companies usually have in place already in other channels. The other thing is a of questions aren't necessarily customer account specific (general inquires on new plans, how to pay a bill online). If people have quick "general" questions and are looking for quick reply, text could be an option instead of calling in and having to go through the automated IVR.
Userlevel 7
Badge +4
Ahmad wrote:

I'd rather have live chat than this which is essentially what youre asking for anyways

That's why we have this community.
Ahmad wrote:

I'd rather have live chat than this which is essentially what youre asking for anyways

Again though, if I don't have internet access I can't access this community or chat. I understand there are other ways to get questions answered, but sometimes I think text would be a better option in some situations. What if someone doesn't want to publicly ask a question on this forum?
Userlevel 7
Badge +4
The simple logistics of texts makes a valuable idea a little difficult to implement. I have a problem so I text ØØKOODO or whatever the shortcut will be. Unless I am willing to babysit my phone and a customer service rep is available to do the same, the thread of the conversation can soon be lost. At least with chat, there is a linear log of the conversation and they don't have to relinquish you to interruptions from the outside.
BobTheElectrician wrote:

The simple logistics of texts makes a valuable idea a little difficult to implement. I have a ...

See I see it as the opposite. With chat or calling in you have to babysit your device but with text, you can text and then go to a meeting or a movie....when you're done you hopefully have a message waiting and you can reply then. You have more freedom as a customer for when to reply now. You can text quickly or over time, the same way you text friends. Sure there may be some delays with the back and forth but it gives the customers way more freedom instead of being tied to a device. Also, the conversation thread isn't really lost. your history is saved in your phone. You don't lose track of your conversations with friends, it keeps the history and threading, so the same would apply here from your personal device. From the koodo support side there would have to be a system to organize conversations. Koodo reps would not be sitting on their personal cells they would have some sort of dashboard to be able to talk to multiple people, that way its more efficient for them to reply to multiple people at a time. Sure there are some difficulties, there will always be some, but I don't think they are that unrealistic 🙂
Userlevel 7
Badge +4
BobTheElectrician wrote:

The simple logistics of texts makes a valuable idea a little difficult to implement. I have a ...

I just don't think that most folks will have your patience. They expect the monster to be slain at once, not interested in what movie you saw...
Userlevel 3
BobTheElectrician wrote:

The simple logistics of texts makes a valuable idea a little difficult to implement. I have a ...

Great analogy!
BobTheElectrician wrote:

The simple logistics of texts makes a valuable idea a little difficult to implement. I have a ...

I agree that many people will want answers right away. My message was mainly a reply to your original issue - "babysit their phone". I'm simply stating that people who don't want to babysit their phone don't have to to get service on text, but those who want answers quickly can if they want to " babysit their phones". Both situations are a possibility
Userlevel 7
Badge +4
BobTheElectrician wrote:

The simple logistics of texts makes a valuable idea a little difficult to implement. I have a ...

We could spend the next 40 pages agreeing and disagreeing and possibly resolving the issue, but it's not in our domain to implement any decision. I applaud your thinking out of the box and trying to improve the service.
BobTheElectrician wrote:

The simple logistics of texts makes a valuable idea a little difficult to implement. I have a ...

Agreed - I always appreciate thoughtful responses!

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