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Remove the Self Serve Registration Page (Post-Paid)


Userlevel 7
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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.

10 replies

Userlevel 6
Like!
Userlevel 7
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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. 
Userlevel 6
Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

Could you do the "confirm with SMS code" idea? After registering, you get an SMS with a code you enter in the registration page to confirm your account.

People may miss/not get emails, but they ALWAYS check their texts, lol.
Userlevel 7
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Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

Well, that's what we do today when someone registers after they have already activated. We send a code to your phone. 

http://help.koodomobile.com/self-serve/registering/how-do-i-register-for-self-serve

The registration at activation is still using the email process. 
Userlevel 6
Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

Ah ok. Ignore that then, lol.
Userlevel 7
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Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

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)
Userlevel 7
Badge +4
Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

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. 
Userlevel 7
Badge +4
Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

Isn't it standard practice for Koodo right now for email and self serve registration to be completed upon activation?
Userlevel 7
Badge +4
Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

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. 
Userlevel 7
Badge +4
Bernard wrote:

If they don't receive the email (incorrect email address etc.) how would you suggest self serve r...

Even a note on the self serve registration page could have saved this customer from contacting Koodo
=18638991#reply_18638991]https://community.koodomobile.com/koodo/topics/trying-to-setup-an-account?utm_source=notification&am...

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