[Suggestion] 43430 Abolish option 1 and replace with option 2

jaymailsays

On 43430 we see so many members topping up credit via option 1, instead of buying a goodbag on option 2, this results in members using up credit or agents valuable time asking for a refund. (See)
https://community.giffgaff.com/d/33152537-thank-you-community-helpers-and-giffgaff

Which got me thinking, option 2 has everything you need.

Select a goodybag
Queue a goodybag
Top up your own credit
Top up another members credit.

Why do we need option 1?

Do call 43430 option 2 to hear the entire message it has everything that option 1, has and much, much more!

bobrobinson

jaymailsays

Yep i totaly agree with you.
I also saw that thread you put up the link for.
All the best Bob

shabazmoqsud

jaymailsays although i never use phone to topup or get a goodybag agree with you jay.

harrrrrry

jaymailsays option 2 has everything you need.

Fully agreed. The option to buy a goodybag absolutely must be the first prompt that is heard.

But we should probably not re-use option 1 for it, because otherwise those who do actually want credit and have been in the habit of pressing 1 to use that for its intended purpose will end up in the Buy a Goodybag section. It’s better that they get an “unrecocognised option” message, so that they listen to the new prompts rather than to end up somewhere expected.

Also, the opening prompt can be briefer if all the options to buy a goodybag for yourself be merged to a single prompt. So, the new prompts could be:

[Option unspoken, permanently unused]
Buy a goodybag
[Option unspoken, but reserved for future use]
Add to your own credit
Add to another members credit

I only added option 1 above because flarum doesn’t let you begin a list starting at 2. But members dialling 43430 shouldn’t hear an option 1 any more. Nor should they hear an option 3 until there’s a

And now everybody is probably wondering: why did I add in that option 3?

Sooner or later, giffgaff will come to realise that it’s equally unsafe to add credit to another member’s account if the other member will want to buy a goodybag from it. So, elementary common sense is that giffgaff could and should eventually add the option to buy a goodybag for another member. Reserving a number for it now keeps all the Buy a Goodybag options together, and avoids the confusion that would result from renumbering the options at a later date. So, at that time, the options will become:

[Option unspoken, permanently unused]
Buy a goodybag for yourself
Buy a goodybag for another member
Add to your own credit
Add to another members credit

jaymailsays

bobrobinson
Thanks for your support Bob. I like thinking outside the box and often question ‘why’ in many areas of daily life and can we do things better and more efficiently.

Had a thought just now about replacing the announcement voice too.

My thought was that, if he agrees, @bluemoonbaz who is doing an an excellent job as the voice of giffgaff on tv/radio adverts could replace the existing 43430 announcer.

bobrobinson

jaymailsays

Hiya.
I realy havnt heard the 43430 announcer voice. But hearing our Baz on the tv and radio im sure he has the perfect and friendly voice to do that too.
Im sure he wouldnt object to doing it.

Take care Bob 👍️

jaymailsays

shabazmoqsud Thanks for your added support here, as without posts giving their views e.g. For v Against it is difficult to gauge opinion.

43430 can be a useful tool, in some circumstances, when mobile data or WiFi temporarily lets you down.

johnrooney80

calling it now, i use the goodybag direct link to buy, but see your point.

if we advise to kp mobile data off while adding their voucher, option 1, add voucher, hang-up, select option2 to convert to goodybag maybe wouldn’t get lost in the menu of option 2…

jaymailsays

harrrrrry But we should probably not re-use option 1 for it, because otherwise those who do actually want credit and have been in the habit of pressing 1 to use that for its intended purpose will end up in the Buy a Goodybag section.

Thanks for your support.

Perhaps I am misunderstanding your thoughts but my instinct was that the current system gives two options, you must press 1 or2 to progress. I want to abolish that menu and instead, you are adopted into the selection process, without a positive keypad action, unless or until the existing comprehensive selection menu is offered, as now, to the caller.

If the technical boffins come back and say it would take months to effect the change then a quick fix, (although not ideal) would be to turn off the voucher redemption at option 1. and re-record the announcement, along the lines of:

‘This option is not currently available please go to option 2. and make your selections there, including voucher redemption.’

For the avoidance of doubt the current existing option 2. already gives a sub menu for topping up your credit balance, with a voucher, so currently we have a duplicated action at both 1. and 2. making little sense

I should clarify that the queue a goodybag option only appears if you have a live goodybag . Without a live goodybag, only the select a goodynag becomes available.

harrrrrry

jaymailsays I want to abolish that menu and instead, you are adopted into the selection process, without a positive keypad action

I understand your intention (I think) but it can’t be implemented quite as simply as that, because the present option 2 doesn’t necessarily give you all the options you described.

When I press 2 (from the present menu) I then get only the option press 1 to buy credit for myself. Option 1 does not let me choose a goodbag. Nor do I get any other options to queue a goodybag or to change my recurring goodybag or to add credit to somebody else’s account.

So, it would be fine (in principle) to skip what is the present top menu and go straight to something vaguely resembling the options which you already thought everybody would be given when they select option 2. But, it’s essential that everybody then always gets the same options, using identical number keys. Otherwise, it creates problems writing help instructions. You would tell somebody to press 1 to choose a goodybag, but option 1 would actually buy them credit.

It’s perfectly possible to achieve what you want in any IVR system. There will be a simple configurator that encodes the intended flow and the branching rules can be easily changed. But the implementation would always be to replace the existing top menu with a new one. It would include all the options that you thought were currently available in the present level 2 menu, but its contents and especially its numbering need to be be frozen and identical for everybody.

jaymailsays

harrrrrry But, it’s essential that everybody then always gets the same options, using identical number keys. Otherwise, it creates problems writing help instructions. You would tell somebody to press 1 to choose a goodybag, but option 1 would actually buy them credit.

The current 43430 option 2, is relatively smart as it stands. It adapts to and recognises individual members needs. One obvious example, is the point where the phone system knows your data balance has reduced to 100MB or less, in order to present the ‘start queued goodybag early’
or
It allows you to buy a 2nd goodybag to queue until you need it.

Without a goodybag the menu adapts to your potential need to buy or exchange credit for a goodybag. Basicly different members hear different menus, depending on the journey stage they are at, depending on their requirements.

harrrrrry

jaymailsays One obvious example, is the point where the phone system knows your data balance has reduced to 100MB or less, in order to present the ‘start queued goodybag early’
or

There are sometimes good reasons for omitting an option, and I’m not saying that should never be done.

But renumbering the options that follow the omitted option isn’t smart, it’s dumb, and unnecessarily user hostile. Like in the example you gave in the opening post where you thought 1 would buy a goodybag, but it would actually have bought me credit. Not only is that annoying, but it makes the options harder to document.

If we’re making a change, then we should think carefully about the menus that follow and make sure that all of the menus use the same key for the same purpose. Yes, it’s acceptable that in some circumstances you might be offered options 1,3,7 and 9 and in other circumstances you might be offered options 2,3 and 7 – but in all cases, that 7th option (whatever it may be) must always be accessed using the 7 key and the 7 key must always go to the same option.

jaymailsays

harrrrrry
Not disagreeing at all.
But realisticaly for giffgaff to overhaul 43430 completely would take many many months, if not a year.

The OP suggestion is to abolish or delete option 1. That should be easy enough and would help improve the member’s journey immediately. If the suggestion triggers a rethink on future changes to 43430, that is all we can ask for.

From another perspective I would like to see payment by bank card introduced, but that might be a few years away for 43430.