Koodo should have text message customer support

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  • Idea
  • Updated 3 years ago
  • Not Planned
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?
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Doug MacKendrick

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Posted 3 years ago

  • 3
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Mathieu Carrier

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Thats actually a pretty awesome idea!
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Jonathan I, Mobile Master

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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.
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Doug MacKendrick

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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.
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Ahmad

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I'd rather have live chat than this which is essentially what youre asking for anyways
(Edited)
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Doug MacKendrick

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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
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Mayumi, Mobile Master

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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...
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Doug MacKendrick

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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.
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Mayumi, Mobile Master

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That's why we have this community.
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Doug MacKendrick

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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?
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BobTheElectrician

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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.
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BobTheElectrician

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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...
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EmilX

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Great analogy!
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Doug MacKendrick

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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
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BobTheElectrician

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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.
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Doug MacKendrick

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Agreed - I always appreciate thoughtful responses!

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