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Several improvement that could be very beneficial for both Koodo and its Customers.


Based on my experience with Koodo so far, i thing the following could greatly improve communication and transparency between Koodo and its Customer.

  1. When new or current customer purchases a phone or registers for new server from web store. Under Self Server add the following: a) Line and or service activation status ( Payment verification, approved, created, etc...) b) Phone purchase current status (approved, packaged, refused, shipped, etc...)
  2. When a customer interact with support team and support team either help a customer to resolve and issue or add a discount on profile that may not be visible until the bill arrives: a) Add a section in self serve that the customer could see the special note from the rep. That way next time the customer has the same issue , he could just look at the note or double check that the promotion is mentioned.
  3. When customer need to send a phone for repair, replacement or return: instead of calling customer service, then calling webstore, then sending an email with pictures to webstore, then calling the next day to follow up, then wait a week to get a shipping label, allow the process to be done from self serve: a) Add an option in self serve for the customer to select the issue with the phone, which resolution is needed, attach pictures of the phone. b) Allow a selection to choose waybill to be either emailed of mailed c) Allow the verification option to be expedited by passing by Koodo Kiosk and allow them to verify the phone to move forward with process. 
  4. Share inventory between Koodo, Koodo Kiosk and Koodo Webstore, so that the Webstore customers don't feel alienated.
  5. Smarter Chat AI Or Chat
  6. Promotional notifications, mailing list, sms, etc,...

12 replies

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Thanks for your input. A rep will look at this and will be under consideration.
When i called Koodo yesterday, i mentioned some of the items above, but just in case that i forgot anything i though i might as well share them here.
Userlevel 7
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It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-points you mentioned. For some, plans are already under way to fix. However, not all come with an easy solution and require dollars, resources and time. But we'll do our best.

Your last point...the AI Chat. Are you referring to the one on our website?  
Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

Yup, the Koodo AI chat, i tried to user it did not understand me so i just called Koodo directly.
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Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

What did you ask it? We have not built it out for all "intentions" (what people want to get done or know), we focused on the top ones and at that it is doing an awesome job. I could tell you it's all the AI, but truth to be told it's 50/50 effort between the technology and some blood,sweat and tears we put in to make it "smarter". 
Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

I just asked what should i pay attention to if i need to change plan or tab in case there is a promotion on boxing day.
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Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

Yeah....most of the intentions are support related. The vast majority of customer inquiries are around that. And it understands those well. For the most part. As long as the inquiry kept reasonably simple:-) It's learning every day. 



Sales related inquiries will be added early next year. 
Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

ah, that's good 🙂
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Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

Here is a comparison with of the same experience with huge company of well over 100MM customers. Meaning they have loads of dough....and still a simple question tricks it's multi million dollar AI assistant. :-) 


Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

Well that is kind of sad of verizon, although if we look at Microsoft's chat bot, then it actually does pretty well and has self learning mechanism, I dont know if its api is free/public. But if it is, then it could self teach it self when implemented.
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Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

I would certainly expect Microsoft having learnt a lesson or two from their previous faux pas:

https://www.theverge.com/2016/3/24/11297050/tay-microsoft-chatbot-racist

We do have machine learning in ours as well. There is still some way for the technology before I would allow total unassisted learning on its own though. 
Bernard wrote:

It's an awesome list Alex!!!! Thanks for capturing it here! We are aware of some of the pain-poin...

I do remember that story, although it was a peoples factor too. From my understanding they did improved since then and monitor the bot better.

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