SMS/email notifications

  • 4
  • Idea
  • Updated 4 years ago
  • Implemented
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I'm not too sure if everyone has this issue.

When I get the sms notification that the bill is ready, I log into Self Serve and see that it still only has the last bill. Roughly 24 - 48 hours later is when I can see the current bill amount in Self Serve.

IMHO, I think the sms/email notifications are sent prematurely. In most cases, when a customer sees the notification, they immediately try to log into Self Serve to see the bill details and cannot. Anyone else with this issue?

Can the system be altered to send the notifications when the bill is actually in Self Serve?

I know I asked a question but it has an idea in it as well :P

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Zaphod Beeblebrox

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Posted 4 years ago

  • 4
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Dennis, Mobile Master

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I get the email notification, which is pretty much on the ball with the new ebill arriving (if I rememeber correctly.... Im not one to open my bills right away lol).

But if the emails are timed right then Koodo needs to do the same the SMS. It's a no-brainer
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Zaphod Beeblebrox

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I usually get the sms first. A few hours later I get the email notification. I check Self Serve and I don't see the bill. I've had a few customers say that they have the same experience.
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Steve

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I've noticed the same problem. Oddly the self serve app seems to know before the self serve web site also which I also find kind of strange. I prefer to keep well ahead of my bills and even carry a credit balance most of the time.
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Sumaya K.

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Hey Zaphod,

Can you share some examples with us (i.e. screen shots?)
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Zaphod Beeblebrox

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My next bill is coming up near month end, so if it happens again, I will definately post the screenshots.
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Dennis, Mobile Master

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Got the email. 5 hours later I checked my self serve and my ebill was right there with everything updated
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Zaphod Beeblebrox

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Well then...I got a few days until I get my notifications. Hopefully I will have the same result as you, Dennis.
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Sumaya K.

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Hey Tyler, did you experience it again? I'm assuming your bill again through :)
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Dennis, Mobile Master

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Bernard, Official Rep

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Zaphod, thanks a lot for the post. It took us some time to figure out what was going on but we found the glitch. Couldn't quite replicate it on our end hence the length of the investigation. This weekend though we had more than a handful of examples and our billing folks found what cuased the problem. I'm being told it shouldn't happen again. :-) I tend to be more cautious and beleive it only when customers like you tell us that everything is fine. :-) Thanks again!
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Zaphod Beeblebrox

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My bill is coming up next week so I'll see how that goes and post the results.
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Ahmad

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Or if anyone else gets theirs first, they can also :D
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Bernard, Official Rep

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Awesome! Thanks folks!

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