Koodo Shop Employee Chat

  • 2
  • Idea
  • Updated 5 years ago
  • Not Planned
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Wouldn't be nice to select a store and chat directly to that store. This would greatly help the line-up and would make customers more aware to what to bring (I.D's) when activating a phone or changing a plan (that they need the account holder and to bring a valid photo id). Plus, they would also know if there is still stock to the phone they wanted, so they can just come in, identify themselves and pick up the phone. This would also help them answer any question they can think off at home and the rep can better explain what the tab is, proration, the plans, etc.

The chat option could be in the main page. Sometimes some reps in the kiosk are just standing around and would really love to help customers out on their non-busy hours. Plus, its a great way to reach out to customer who live in remove areas or towns where they have to travel hours to reach a city that a Koodo Shop is located. Plus, this would definitely lower the volume of calls to customer service so they can only focus on other inquiries.
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Erwin

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Posted 5 years ago

  • 2
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mattjs

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You sure do make a lot of suggestions...
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mattjs

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No worries, I could write a thesis on all the things Koodo could improve on if I was so inclined...
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Erwin

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You totally should, it feels so dead right now on the forum. Hey if you could like this suggested that would be much appreciated.
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Bernard, Official Rep

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@ Mattjs I'd read your thesis! And yours Erwin! Honestly. Part of the reason we recently launched the idea section as you know, was to improve on the areas people like you find pressing and we should consider improving on. So, don't hold back, let us know what "sucks" and we'll take a closer look. Of course we won't jump on everything and we'll assess how widespread the issue is and what it would take to fix it. But we'll be reading every single one of them.
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Bluemango

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Please don't Mattjs. Big companies don't care about ideas, they just use it to make us THINK they are listening. Just a way to show the big bosses that clients care. If you'd like to use your talents for good use, share your ideas with humanitarian groups that do real things. Just my two cents.
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Chad Burr, Mobile Master

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@bluemango you're wrong about koodo not caring. Some of the things you see right in this community are a direct result of suggestions made by the Mobile Masters team and others. Also some of the plans and even the phone selection are due to demand expressed here and on Facebook.
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Chad Burr, Mobile Master

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Do you have any idea how much it would cost to for a shop employee to stop what they're doing to chat to a customer online or on the phone? That's kinda what the community is all about. When we all pitch in and try to help it's one less phone call to the costly call center.

Not only that but I find some of the shop employees can be wrong. It's good to have a community that can see and offer corrections to possibly misleading or downright incorrect information.
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Chad Burr, Mobile Master

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You got time to lean? You got time to clean!
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Chris Petersens

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What if you could order phones online and pick them up at the koodo store? you would never have to worry about not having the phone you want then. And it would be activated already and I have to spend less time waiting for it to be activated and set up.
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Erwin

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Well there's a problem with ordering online and coming to pick it up. First the Koodo shop does not know about it until they check on the orders and the stock may get sold before they check on it. Second, it's not really a big hustle and the Koodo shop employee does not need to answer every single chat, they can chat whenever they have free time. I don't know about big areas but in the city I live, most reps would rather chat with a customer than do nothing.
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Bluemango

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I'm sorry Chris, but I'm going to have to respectfully disagree with your support of this idea. Shop reps already have a lot to do, seems like you're trying to turn them into one stop shops. Their prime objective is to sell phones. If Koodo wants them to handle everything and anything, they will need to pay them more and remove the expectation of selling phones during their shift. Good luck with that :)
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Erwin

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Yeah I agree with bluemango, there's like so much expectation on selling a phone, Koodo wants all their employees to achieve 100% on customer surveys. Plus in terms of having the phone activated when you come in, that will never happen since Koodo is so weary of online activation because of fraud.

What I'm saying is that, rather than reps doing nothing on their shifts, they can help customers with chat and can reserve a phone for probably 1 - 2 hours. This feature is already being used by The Source years ago.
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Sophia, Mobile Master

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It's a nice idea, but I actually think it is already implemented in a way... right here in fact.

Anybody including shop employees can participate in these forums to their heart's content, and their help can be read by all. I often see questions pop up if a particular shop carries a particular device, and sometimes an employee chimes in with a yes or no.

There is a huge drawback to a one-to-one chat system. As others said, not even Koodo employees are infallible and if someone "misspeaks", the community can chime in with alternative views. In that way we all learn from each other.

But you never know what Koodo may decide :)
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Chad Burr, Mobile Master

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Lets give a pretend Scenario based on just the answers posted by a shop worker and customer complaints right here on this Forum.

We'll call our caller Cindy
and Our Shop employee will be Robert

Cindy: "Hi I'm not sure about my account Is it Canada Wide"?
Robert (without any further questions): "Yes it is"

Cindy: "And I'm On the Spending Limit Program, If I get disconnected how much is the reconnection fee"?
Robert "It's 60$"

Cindy: "Oh and we're going on a trip, Can I suspend my account and will that cost me"
Robert: "It's 15$ to suspend your account. And that's good since you won't have to pay monthly fees like you would with your regular service"
Robert: "On Second thought don't suspend your service because you'll have to pay monthly anyway"

Cindy: "Should I trust the information I get in the community"?
Robert "No, Those people don't know what they're talking about".

Imagine that customers shock when the 3yr contract iPhone they have isn't Canada Wide and they now have loads of LD charges on their bill, Or the money they could've saved by suspending their service (10$ per month) during their trip. The only bright side would be they saved 25$ on the reconnection fee (35$) they had to pay.

I don't like the idea of non scripted and uncoached employees giving out possible misinformation with no oversight. There is somewhat of an art to call centers. Just as there is an art this hive mentality here in the community. We swarm to a question and research (most of us) and try to give an accurate answer. Are we wrong sometimes? Yes. But that's what Timo is for. S/O to Timo!
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Zaphod Beeblebrox

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Even Timo can be wrong....rarely, but I'm sure he can be lol
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Chad Burr, Mobile Master

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Sacrelige
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Zaphod Beeblebrox

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HAHAHA! I will admit. I have yet to experience it for myself. If he is never wrong, there is only two options, he is doing his research VERY well or he is omniscient
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Erwin

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People, koodo shops cant help anyone if they dont come in, they cant just say they wanted to suspend their account, they still have to come in and show their ID. BUT if they have questions, Koodo shop employees can answer it.
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Zaphod Beeblebrox

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Based on staffing, it might work.
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Zaphod Beeblebrox

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Would it be just the Koodo shops or outside retailers as well?

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