Improving the Ask an Agent Forms

hazel22

Hey folks, Due to this Idea by Sloz, I've had a conversation with Jeremy (Knowledge Manager) and Will23 and we need your assistance.

Helpers of Help, can you give me what problems/issues a member has which IS NOT covered by our Ask an Agent Categories.

By the end of the week (13/01/2014) I'd like to be able to collate a list to take back into a meeting to discuss changes.

This is a very specific ask, any other thoughts on the Ask an Agent forms - you know where to post.

Thanks!

anaglypta

Hello hazel,

The most common one I see is I can't access my account and I don't have access to the registered email address to use the forgot password option.

I think this issue probably comes up daily and the only advice I can give is to use the SIM increase option.

figment_uk

Voucher is not valid

Voucher has been used

xxultrajxx

General enquiries,

jondy

Hi hazel

I think sloz has just about summed it up. There are a few times when the normal list does not work. The suggestions made by sloz are valid, I appreciate that there may be more there than you would like to see! A category that covers anything else would be an improvement not necessarily a longer list if this simplifies the system for you people at the tech end.

An easier to find link for the ask an agent would also be a huge improvement unless it has been hidden to cut down on requests?

Jondy

xxultrajxx

Giffgaff phone problems,

jstreetley

Incorrect balance needs changing or a new form. Currently it is more about overcharging with questions like "Where was the call / sms to?". It should also cover when your phone reports correct balance from *100# but not on My Giffgaff so you can't buy a goodybag.

Also 1p glitch, where you only get £9.99 and so can't buy a goodybag.

dalan

Great, even more categories, will23 will need to give out medals, not badges, to anyone who can remember how many ways there are to contact an agent.

nigelbrooks

The 1p glitch

Porting -in delays

Problems with my giffgaff supplied phone

Itemised bill ( it'san option but needs to be more explicit with a warning about the £10 charge)

Incorrect charges needs more drop downs.

SIMswap failed

I'll add any more as I think of them/ encounter them

chaosuk44

All of the above plus:

Changing your number needs to be in there as an extra seperate option as it is never easy for people to find (ALSO the nuisance calls directions are wrong now since the last change to the ask an agent)

I know there are more and will add as I remember what they are 🙂

solid247

I think by far the most important change that is needed is 'issues not covered' or 'other' category.

This is because even though you think you have all categories catered for there is always a chance we have missed a problem. 🙂

nigelbrooks

Just a thought.

We do have to advise people to use the 'increase SIMS' option to bring up a freehand box to enable non-categorised questions to be asked of the agents.

Have the occurences of these 'increase my SIMs' requests been analysed with the agents?

Based on the questions asked, that would be a clear 'pointer' as to where the current forms are deficient.

pinkcalculator

How about have the ask an agent link back on the front page and easily seen too the number of times the poor fb users have said so how so I ask an agent ?

The password one is a problem as they firstly have to make a new forum account as well if they have forgotten ( lost had it hacked etc ) the email. The link to making a new forum account is the one I use mostly on the Facebook page ( nice one Phillip )

Do we really need a whole load more links or just another option with a few sub categories in that with one being not covered at any other point with no dates no sim numbers just a box to fill in. You could even make the response time longer if that option is chosen but life would be easier for the members.

kath72

I think and 'any other query' category would be very useful

Also not a category but personally I have huge difficulty getting the date and time fields filled in so that the form is accepted... this also comes up with peopel in the forums not able to submit the request!!

mary_r_t

There are 2 things that come to mind and both of them I encountered while trying to help my sister port in from Orange a couple of months ago.

1) There is no option to query a port that is 'future' or set one up. When you try and ask about a port that hasn't happened yet it tells you it wants a date in the past (she initially had problems with the automatic form)

2) There is no specific option if your dashboard doesn't refresh properly...which was the case for her after her port but I'm sure could be the cast in other circumstances. Her dashboard got stuck in the 'transferring state', with no ability to do anything payment wise, and needed technical team intervention. I had to use 2 different queries before the agents understood what I meant because it didn't fall exactly into a goodybag/payment problem or a transfering your number (since from her phone everything was OK).

kathleen414

maybe instead of having loads of different options we hust have an ask the agent link and let them just get on with helping the member out instead of multiple ways to ask a simple question

dugblare

I think this idea should be supported and a good number of categories have already been suggested. Clearly an "anything else" category should be there cause there will be something we have missed. Looking forward to the proposal, assuming the idea will go ahead, I think helpers should also advice the person posting the question as to which category fits their question best. This seems obvious but a large number of these types of queries come from newcomers.

endorphin

In addition to the above and in @sloz 's original idea

refund of unexpected overpayments

no, or unsatisfactory, reply from agents !

ip633

@dalan wrote:
Great, even more categories, will23 will need to give out medals, not badges, to anyone who can remember how many ways there are to contact an agent.

I think you're right. The drop-down menus in the "Ask an Agent" form should be so self-explanatory that Helpers shouldn't have to pre-select a suitable category. The online form needs to be simplified, rather than expanded to include ever more categories. The only obvious omission is a "general enquiry" option to cover those issues that do not not fit into a specific category. I've noted Hazel's comment in the original idea that sloz had posted, that they'd rather not include an "Other" option, due to concerns over members not supplying enough information, but I think that situation could be improved through better education. At the end of the day, if Agents still need more information, then they ask for it.

cs362

I think the SIM swap category, particularly for people who have currently got a hybrid SIM and would like to swap to a nano SIM needs to be more easily recognisable.