New contact us page????

[adamtemp64]

That new layout and landing page need some serious rethinking it is diabolical

[Liquid]

I like the way Microsoft and numerous other companies do it.

Troubleshoot standard problems, running through procedures such as hard resets, checking signal status, just a how too ending with "has this helped? Yes/no" proceeds to next screen with another solution.

If still having no luck then bring up

Please call;
202 contract
4445 PAYG
Or find a solution in our community forums here.

Now how difficult would that be? Free up an aweful lot of CS at the same time without angry customers who spent the last 2mins looking for the contacts.

[Toby]

That's an interesting way of doing it Liquid.

Cheers for your thoughts guys, if it were up to you, how would you word or structure the page?

[Anonymous]

Hey Liquid,

Great idea! I've just had a call where I proposed your suggestion for certain help pages. E.g. Did that fix it? If not, go to the community here ...

Lets see if we can make it happen

Thanks again!

[Liquid]

•cough•commission•cough•

but seriously if they want to cut down CS calls for the more problematic things then just splitting it up like this would be a huge step without being too irritating;

start with a list of common phones;

samsung galaxy s3,

iPhone 5

iphone 4

so on so on.

each hyperlinks to a page with common faults eg,

•no service

•Internet not working

•travelling abroad?

•can't send txts

(maybe include generic options on all pages like sim swapping and billing step by steps)

after using the hyperlinks in those pages to select the problem it would take you to a help page.

for example;(no internet iPhone 5)

first step;

have you tried restarting your phone?

please hold down the power and home buttons(pretty picture) until the apple logo appears then release.

has this fixed your issue? 

Yes (could link to ads eg more bolt ons and a thank you for useing service)

No(would take you to a second step)

have you checked the service status in your area?

http://status.o2.co.uk/ (but in a embedded form)

if your service is working would you like to try other options?

yes

No

after a couple of steps of clicking "no" bring up a contacts page eg

sorry were unable to help you at this time, please call us on;

202 contract

4445payg

or visit our forums where our dedicated customers can help you solve your problems.(including link)

long winded I know sorry haha.

 All the information is already on the website just requires linking it up more efficiently.

[Anonymous]

Didn't see that one coming

[Liquid]

To be fair it's not my idea by any means.

[Anonymous]

That sounds very reasonable, Liquid. Some great suggestions there. It also relates to the support page, doesn't it?

Would love to hear some other opinions as well. I'll be sure to discuss your suggestions.

[Liquid]

Indeed it does. no reason why not:)