Remove the Self Serve Registration Page (Post-Paid)

  • 2
  • Idea
  • Updated 1 year ago
For post-paid accounts, new customers are suppose to get an email to validate their self serve registration account.  They are no longer suppose to register on the Self Serve page on their own.

If this is the process, please remove the Registration page to prevent issues like these here.

In place of the registration page, have the instructions here about what a customer needs to do to register for self serve.  Also give instructions for the situation where they do not receive or do not see their validation email from Koodo.
Photo of Dennis

Dennis, Mobile Master

  • 195,954 Points 100k badge 2x thumb

Posted 1 year ago

  • 2
Photo of titaniumtux

titaniumtux

  • 12,952 Points 10k badge 2x thumb
Like!
Photo of Bernard

Bernard, Official Rep

  • 80,692 Points 50k badge 2x thumb
If they don't receive the email (incorrect email address etc.) how would you suggest self serve registration takes place? We want to avoid taking calls. 
Photo of Dennis

Dennis, Mobile Master

  • 195,890 Points 100k badge 2x thumb
Bernard, how would they register now in that case?

I think they would contact Koodo (via Social media private message) to get the validation email resent (after confirming the email).

Now if you would automate this process by getting them to resend this email by entering their email that would be best.  There also needs be an automated way to change their validation email too.  But in the mean time, the registration page and the help FAQ tells a customer to created a self serve account (which is the wrong process currently)
Photo of Bernard

Bernard, Official Rep

  • 80,692 Points 50k badge 2x thumb
If for some reason or another an email is not captured at time of activation people can still use the "un-assisted" registration.  It still works. I agree, the FAQ could be less prominent. It's technically correct as long as no registration attempt (email validation) has been made on the account. It's a fair point to review though to lessen confusion for those who were sent an email but never validated. 
Photo of Dennis

Dennis, Mobile Master

  • 195,890 Points 100k badge 2x thumb
Isn't it standard practice for Koodo right now for email and self serve registration to be completed upon activation?
Photo of Bernard

Bernard, Official Rep

  • 80,692 Points 50k badge 2x thumb
Yes. And most stores (ours and retailers) do a great job ensuring customers are set up. There are a few still that fall behind and need improvement. 
Photo of Dennis

Dennis, Mobile Master

  • 195,890 Points 100k badge 2x thumb
Even a note on the self serve registration page could have saved this customer from contacting Koodo
https://community.koodomobile.com/koodo/topics/trying-to-setup-an-account?utm_source=notification&am...