topic Re: Can I make a suggestion. in Community Site Feedback

Can I make a suggestion.

Mook — Mon, 13 Apr 2020 10:13:43 GMT

There are quite a few new and old staff members manning these fora and your other channels. Would it make sense to have a sticky post within each forum listing the @ names of the Staff that can deal with a particular issue?

For example assuming the new member @Tibzor will specialise in billing issues his name along with any others specialising in this would be in the 'sticky' within the 'My Account/Billing' forum.

Where a staff member can support multiple disciplines their name would appear in other lists in other fora.

This would allow a user posting an issue to @ mention those members who are capable of providing a solution. Yes, it may well lead to multiple people getting the same notification but that can't be a bad thing. Why? Well not all those listed in the 'sticky' will be online at the same time, and when multiple staff are online some of them may well be busy, while others not so. So this approach would ensure that someone could pick up the baton on behalf of the customer and reduce the number of post that get missed and go unanswered.

As always, just a thought.

Re: Can I make a suggestion.

shutter — Mon, 13 Apr 2020 14:00:08 GMT

@Mook Seems like a good idea.....but......

A few years ago... I suggested that PlusNet get a "your turn is number XX" system on the phones..... Everybody else agreed it was a good idea....but...........

Obviously Plusnet do not........

Good luck with yours ! ! ..

Re: Can I make a suggestion.

dvorak — Mon, 13 Apr 2020 14:42:17 GMT

@Mook all staff members are listed in the Forum rules.
None have specialities within the forums and deal with all areas.

Re: Can I make a suggestion.

Mook — Mon, 13 Apr 2020 15:13:47 GMT

That's fair enough @dvorak, but how many users actually read them! Not many, so the same could be said about a 'sticky' post, it too may well go unread. But with a change to the site this list could appear as part of the composition of the first message.

But maybe that's part of the problem that there is no specialisation on here. If you look at the introductions there are members on there who have what could easily be described as a speciality, such as Billing, Faults etc, so why not leverage their knowledge to better assist the user.

Is it not a waste of time and effort for a member of staff to try and deal with an issue they have no experience of, or worse still ignore it, when their time would be better spent doing what they know.

I have seen many a post on there where it contains an apology for the long delay in replying. These delays could be reduced somewhat if the issue in question could be targetted and dealt with those that know.

Even if a situation arises where the only staff member sees a post and realises that although they have experience they are unable to assist. At least a reply could be made saying "Thanks for your post 'user' but we'll need some time to check this out, and we'll get back to you." OK that checking out may well be waiting on another member of staff to return to work, but at least the user knows its been seen and will be attended to.

Surely an approach like this would reduce the tumbleweed that appears to grow on all too many a post and give the user the feeling that they are valued and being listened to.

Re: Can I make a suggestion.

dvorak — Mon, 13 Apr 2020 15:54:54 GMT

I’m sure everyone has read the rules, as that’s what they agreed to when they signed up

As I understand it all members of the dedicated team that post of the forum are trained in all areas.

Also the method of working isn’t that they browse the forum, rather have dedicated support tools that queue the posts and are replied to in an order.

Re: Can I make a suggestion.

Mook — Mon, 13 Apr 2020 16:15:37 GMT

Fair enough I guess but from my own experience and as evidenced on these fora their 'tools' aren't doing the job they are meant to or if they are then the operator isn't!

Re: Can I make a suggestion.

Gandalf — Mon, 13 Apr 2020 18:04:53 GMT

Not everybody on the team is currently multi-skilled, but we already make sure that the person who responds to a post is equipped with the skills needed to help out by using Khoros Social Response. This is a tool where Community, Twitter and Facebook posts are drawn into.

The posts are then assigned to the relevant workflows based on what the problem or query is. Only those who are appropriately skilled can see the workflows of their skillset.

[edit]

The delays with responding you’re seeing is because we’re just a bit busy at the moment.

Re: Can I make a suggestion.

Strat — Mon, 13 Apr 2020 19:43:11 GMT

This looks a bit familiar

"TalkTalk Help & Support - Help with your service ; Fibre Broadband

I understand that everyone is extremely busy. But not having a landline or broadband connection for the last 3 days is unacceptable. I have tried calling and it’s noted there is a fault. I am trying to work from home and not knowing when is issues will be resolved or even being dealt with is extremely disappointing"

It's not just Plusnet.

Re: Can I make a suggestion.

shutter — Mon, 13 Apr 2020 19:42:55 GMT

@Gandalf wrote:

[edit]

The delays with responding you’re seeing is because we’re just a bit busy at the moment.

Ah yes..... that famous saying... "Give us time............. and we`ll get there..."... ( Just a different version ..... ) .

Sorry to rain on your parade, Gandalf......but the Plusnet feedback board for the past 12.5 years... is full of " Sorry for the inconvenience....... " responses.....

Why is that.. ?

Because... despite several "good ideas" from both sides.... NOTHING HAS CHANGED... which is pathetic in the "communications industry" to which PlusNet belongs...