Worlds worst Chorus install goes viral.

Forums › Spark New Zealand (including Skinny and BigPipe) › Worlds worst Chorus install goes viral.

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#1291010 24-Apr-2015 18:00

Problem is that the only way to get companies to care about the problem is to make it public otherwise they will just sweep it under the rug / ignore it.

Talkiet

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#1291012 24-Apr-2015 18:02

Abo: Problem is that the only way to get companies to care about the problem is to make it public otherwise they will just sweep it under the rug / ignore it.

That's flat out wrong almost all of the time.

There ARE cases where you're correct, but they are few and far between. The problem is that there's no visibility of the issues that are reported correctly and solved through normal processes without going viral or getting thrown around on forums or social media. You only see the few and far between bad issues.

In no way does that justify bypassing the normal support processes to start with.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

skewt

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#1291015 24-Apr-2015 18:08

Didn't the video say that he tried the help desk but he got sick of waiting on hold

blakamin

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#1291031 24-Apr-2015 18:28

Talkiet: [
In no way does that justify bypassing the normal support processes to start with.

Then they shouldn't have a facebook page.

I'm not going to spend my time sitting on hold when I can hit up someone on twitter.
I did this just the other day with Australia Post. Problem escalated & sorted. I don't have the hours in the day to be on hold.
The week before, Amaysim sorted an issue on twitter.

In the days of TelstraClear, their social media was awesome. And problems were solved all the time. Support.
Ringing the call centre (after they sent it offshore) got nowhere.

Don't like it? Delete the company social media. What else is it there for?
You want to advertise and expect it to be like the old days?
I hear there's still broadcast TV and newspapers to do it in.

If they/you/your company can't offer support on SM, then it's time to pack it up before the next generation becomes customers, because that's what they expect.
Sitting on hold is not the way of the future.

I already expect it, and spend my hard-earned $$$ accordingly.

PS. When in NZ, I use Skinny... their SM offers support...
I'd use BigPipe if I lived in NZ. SM works for them too...

I wonder who owns these?

richms

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#1291037 24-Apr-2015 18:35

blakamin:
Talkiet: [
In no way does that justify bypassing the normal support processes to start with.

Then they shouldn't have a facebook page.

As far as I am concerned, social media is a normal support process.

Richard rich.ms

Talkiet

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#1291038 24-Apr-2015 18:36

blakamin:
Talkiet: [
In no way does that justify bypassing the normal support processes to start with.

Then they shouldn't have a facebook page.

I'm not going to spend my time sitting on hold when I can hit up someone on twitter.
I did this just the other day with Australia Post. Problem escalated & sorted. I don't have the hours in the day to be on hold.
The week before, Amaysim sorted an issue on twitter.

In the days of TelstraClear, their social media was awesome. And problems were solved all the time. Support.
Ringing the call centre (after they sent it offshore) got nowhere.

Don't like it? Delete the company social media. What else is it there for?
You want to advertise and expect it to be like the old days?
I hear there's still broadcast TV and newspapers to do it in.

If they/you/your company can't offer support on SM, then it's time to pack it up before the next generation becomes customers, because that's what they expect.
Sitting on hold is not the way of the future.

I already expect it, and spend my hard-earned $$$ accordingly.

PS. When in NZ, I use Skinny... their SM offers support...
I'd use BigPipe if I lived in NZ. SM works for them too...

I wonder who owns these?

I don't think you understand how many support calls any large company gets - If the information is not captured well then things fall apart. From an individual perspective making noise on SM might be productive... But it's _NOT_ the most efficient way, and it will create other issues (like not having real contact details, not being able to verify accounts etc).

I think we're going to disagree on this. And I think your assertion that Social media is only suitable for support is so ridiculous it deserves no further response.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

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richms

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#1291042 24-Apr-2015 18:39

I'm sure people once said that about email for support because their processes were not in place to support the integration of emails into their support systems, wheras these days its an expectation that you have the ability to email a support request to anywhere prettymuch.

Richard rich.ms

Talkiet

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#1291045 24-Apr-2015 18:52

I'll point you both back to an earlier post I made in this thread where I state something to the effect of "unless the company has advised they have people monitoring SM" etc etc.

But for a laugh, next time something goes wrong, head on over and have a look at our FB page, (Or VFs etc)... Look at the signal to noise ratio there. There aren't many literal death threats, but the general level of complaint and problem reports are... Um... how can I say this... Low Quality.

I know you as advanced users hate the idea of speaking to someone on a script, or waiting on hold, but gathering controlled information about faults is actually important. Not just for the single instance, but because it allows systems to build up a view of the types of call, and what parts of the network or services are getting better or worse over time. That can lead to changes in investment strategy or proper remedial design work instead of having to address the symptoms continuously.

When I read stuff like (BRB, going to get a real example from the Spark FB page)...

"I have important calls to make and I am unable to do so!!!not a happy customer."

"Hi there is a problem here in tauranga alot of people can't txt or call anyone .so your net work Is down I posted a comment in tauranga buy sell and swop and heaps of people are having problems .please fix asap ."

"our network is buggered........... that's 3 in a couple months. Sort it out!!!!"

(admittedly actually the posts were no-where near as bad as I expected!)

Anyway, stuff like that is of marginal use in actually finding or fixing problems. The VAST majority of posts are comments, not support requests.

Things may change over time - I've been using computers and networks longer than most of you here so I actually know things change - but I get to see the other side as well and getting accurate information when an issue is logged is extremely important.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

blakamin

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#1291050 24-Apr-2015 18:57

Talkiet:

I think we're going to disagree on this. And I think your assertion that Social media is only suitable for support is so ridiculous it deserves no further response.

Cheers - N

I never said it was only suitable for support... ever.

I said it's not ONLY for advertising.

There's 2 things a company uses SM for... Advertising and support.

If you're not going to "support", that leaves advertising.
And that's why there's TV and newspapers.

Starting about 5 years ago, customers want SM to be for both.

Unfortunately for some companies, they don't get to choose what it's used for.
Customers choose.

Once it's out there, it's a point of contact.

edit: Just read your latest post... There's a 3rd thing SM is used for... Complaints :D

Don't think I'm having a go, I'm just one of many (and middle aged) that know that times are changing... It's time companies did too.
If Australia Post, with their customer base of 20+ million (and reputation of sh***y service) can, I'm sure Spark can too.

Further edit: I was going to find some examples, because complaints. Did you know KFC Australia only started a twitter page in Jan this year?
You want to know why it took so long? The 3rd thing social media is used for. They don't actually reply to people, they're straight advertising. HAHA.

Peace

Mick.

lucky015

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#1291148 24-Apr-2015 22:10

Firstly I'd like to say this is less specific to any one provider and more a generalized comment of the industry as a whole but as major providers you are expected to deal with it first.

I'd suggest that the increased rates of people heading towards social media for assistance is a direct result of the general increase in hold time and decrease in staff competency from major providers.

It is now the only way to get hold of an even remotely competent onshore agent. (And Yes, Getting "run round the bush" due to the agent having no understanding of the day to day request being made of them does count as gross incompetence of the provider)

If a provider chooses to use social media to advertise then it is their job to manage the the messages and comments will receive in return, If they don't wish to receive these then they should not be using social media at all because they clearly have no understanding of how it works.

Side note:

While social media is not a developed day to day contact medium that has been used for years (in the sense that it is new and evolving) it is the contact medium that is being favoured by younger generations which providers are now trying to target, If you wish to target those customers then you best be learning how to communicate with them best or you'll be left in the dust by new providers who can do so competently.

Jase2985

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#1291154 24-Apr-2015 22:17

people choose social media because its a public forum and the company feels obliged to put on a good face and make it right because everyone else can see it. its not co much the case for a phone call or an email, where its just the CSR and the customer. the whole world cant see or here the email so there is not as much pressure on the company to get it right promptly.

Thats just how i see it.

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Talkiet

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#1291156 24-Apr-2015 22:20

Honestly, you guys make good points about the evolving use of SM, I'll concede that. I'm just trying to point out that if you really want issues solved and the providers given a fair go to actually track, fix and properly invest in things, then please also make use of the ACTUAL, currently fully supported support mechanisms as well.

Please?

I've recently started on insisting that a call is logged with the helpdesk before helping on individual cases here and it's MUCH MUCH easier and faster to get things done when I can find the right guy and say "Case XYZ, Boom, there are the details, have another crack it it guys, and here are my extra comments and recommendations"

People internally still want to help even if I don't have a case number for them, but it's actually SO MUCH HARDER for them to do so.

I honestly think Spark does a good job managing social media given the ridiculously awful signal to noise ratio on it, and we do pick up items to action and escalate from various forms of SM. In every case, if there's a case number attached to it, it's faster and easier to resolve.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

Talkiet

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#1291157 24-Apr-2015 22:22

Jase2985: people choose social media because its a public forum and the company feels obliged to put on a good face and make it right because everyone else can see it. its not co much the case for a phone call or an email, where its just the CSR and the customer. the whole world cant see or here the email so there is not as much pressure on the company to get it right promptly.

Thats just how i see it.

There's an element of that, and I'm going to use SM to try and shame a car company into making something right in a week or so... But before then I have engaged with the company and the MTA Disputes Resolution service. The direct engagement failed and I'm waiting for the Disputes Resolution people but I get the feeling the company is going to ignore their recommendation as well.

My point? Social Media, and using it to shine a bright light on a (real or perceived) issue with a company is part of the world we live in, but I don't like using SM to cry wolf. It's there if an only if it's called for (in my opinion).

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

lucky015

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#1291158 24-Apr-2015 22:39

Talkiet: Honestly, you guys make good points about the evolving use of SM, I'll concede that. I'm just trying to point out that if you really want issues solved and the providers given a fair go to actually track, fix and properly invest in things, then please also make use of the ACTUAL, currently fully supported support mechanisms as well.

Please?

I've recently started on insisting that a call is logged with the helpdesk before helping on individual cases here and it's MUCH MUCH easier and faster to get things done when I can find the right guy and say "Case XYZ, Boom, there are the details, have another crack it it guys, and here are my extra comments and recommendations"

People internally still want to help even if I don't have a case number for them, but it's actually SO MUCH HARDER for them to do so.

I honestly think Spark does a good job managing social media given the ridiculously awful signal to noise ratio on it, and we do pick up items to action and escalate from various forms of SM. In every case, if there's a case number attached to it, it's faster and easier to resolve.

Cheers - N

To keep it simple.

Perhaps if the level of support was not on a steady decline we would not be having this conversation.

As someone who has recently left a similar position I can see quite clearly that issues are now taking more and more time to be resolved across the board and in the same way wait times to speak about these issues is taking more and more time.

10 mins to write a comment + 5 minutes 3 times later on a few hours later for follow up replies

vs.

60 minutes on hold, 30 minutes explaining to the agent what you want 30 minutes being transferred to the next level of support, 20 minutes explaning what you want to them then finally getting to the point where you match the same time remaining for resolution as the social media route.

Which one do you expect people to be more likely to use considering they now more and more commonly have mobile data to cover any downtime?

richms

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#1291159 24-Apr-2015 22:52

I dont like talking to people on the phone.

Not many places have a functional way to log a ticket online.

Therefore social media is the easiest way. Works for snap and bigpipe and vodafone.

Richard rich.ms

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