Providing details about your phone when seeking help

  • 3
  • Idea
  • Updated 5 years ago
  • Not Planned
I'm hoping with the upcoming overhaul of the Koodo community, that something can be implemented along these lines. A way that allows a community member to quickly and easily select the device they're having difficulty with. Maybe this could pop up either prior to posting a help question in the community, or maybe as the person is registering with the community.

The benefits are speedier response times. Nothing is more frustrating for those that would like to help, (community members and Mobile Masters alike) but don't have enough information to go on.

The first question is "what phone do you have?" and we wait for a response. On the other hand, it's equally frustrating for the person seeking help, because depending on how often they check back, our initial question could go unanswered for hours or even a day or two. This is essentially a waste of time in my opinion.

I'm not fluent in HTML, but here's what I was able to come up with using just the basics. I know there are mistakes but you get the general idea. (Under Samsung it should read that you'll land on the Samsung Help page. Not LG. The Nexus 4 and A341 somehow got added to the Samsung device list).





Comments welcomed.
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rikkster, Mobile Master

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Posted 5 years ago

  • 3
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Ahmad

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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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Chris Petersens

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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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rikkster, Mobile Master

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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.
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Chris Petersens

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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? :-)
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John Lee

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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?
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Paul Deschamps, Mobile Master

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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.
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Ivan, Mobile Master

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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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rikkster, Mobile Master

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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.
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Ivan, Mobile Master

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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.
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Timo Tuokkola, Mobile Master

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Wish that was true of the 15-20 people a week who post the question "why is my bill so high?".
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Chris Petersens

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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/cust...
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rikkster, Mobile Master

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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/kood...

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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