Language Change in Self Serve

  • 1
  • Idea
  • Updated 4 years ago
  • Not Planned
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As I'm sure many people know by now, Koodo's IVR system automatically selects your language preference based on the language preference listed on the account. For the most part, this is a good thing, the less time spent listening to the recorded voice the better for most customers.

However the automatic selection causes one little problem. Sometimes the wrong language is selected at activation (like an Anglophone dealer auto selecting English or a Francophone dealer doing the opposite) and sometimes customers are stuck navigating an IVR in a language they don't entirely understand (or sometimes they don't understand at all) and an experience that's already annoying (as a rule, no one likes IVRs) becomes a major frustration. And then there's the possibility of ending up with a unilingual agent which will mean an inevitable transfer, possible wait-time and more frustration for the customer.

And sure, the customer care agent can change the language preference once the customer reaches him or her, but that doesn't prevent the initial frustration of trying to get in touch with an agent that the customer can communicate with.

I suggest that an option be added to Self Serve to change the language preference so that customers have a chance to avoid navigating menus in the wrong language and speaking to agents that only speak one of Canada's official languages.

Of course, if it already exists feel free to correct me, I just can't seem to find any such option anywhere.
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Curtules

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Posted 5 years ago

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Chris Petersens

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Great idea! Just one question. My understanding is that koodo mails the first bill to its customers as a paper bill. Those whose language preference woas incorrectly set would end up with an bill in the wrong language. Would't most of those call in to say what the heck and a that point the reps change the language prefernece in your systems?
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Curtules

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Yeah, of course. But if you're, for example, a customer that can speak French but not English with an English account, you get an English IVR if you call 611 or once you enter your cell number into the IVR. Then you end up with an English IVR and then an English agent and, if you're really unlucky, the English Agent won't be bilingual and be forced to transfer you. All just to change the language.

This is the sort of thing that Self Serve was made for, to make things easier for customers.
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Chris Petersens

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I get it, but self serve would be in the wrong language too, so they couldn't change anything anyway if they don't understand what is written there.
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Curtules

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When you first log in, sure, but you can change the language displayed by using the French/English link in the bottom left-hand corner. Just the e-bill will stay in the wrong language because it's in .pdf format.

Then once you change the language the next bills will be in the correct language.
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Chris Petersens

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ok, got it now.
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Sumaya K.

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Hi Curtules,

Just wanted to follow up on this with you. The idea made sense to us, so we've looked into this further. Our calculation showed that not enough customers will benefit with this new change. We're currently working on several ideas that we think will benefit our customers significantly.That said, we've flagged it to our Self Serve team for future assessment.

~Sumaya

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