Help us improve our Contact us pages - we'd love your feedback

[Sorcha]

Good afternoon everyone,

You may have already seen some of the Digital Team introduce themselves and ask for some feedback on their upcoming plans, if not, pop over to that thread after this one and have a look! 

I'd like to introduce @Hayley_W to you all. She also works in the Digital – Get Help team and is looking for your feedback.

One of the things she wants to improve is the existing Contact Us pages, to make it easier for you to get the help and support you need.

She'd like to get your thoughts and feedback on what you would expect to find when you go to a company's Contact us page 

What are the key things you would be looking for?

She's also keen to hear any feedback you may have on our existing Contact us page, or if you have any thoughts on other company’s Contact us pages that you think we should take a look at.

All feedback is genuinely appreciated, don't forget to tag @Hayley_W in your replies 

Thanks

Sorcha 

[Hayley_W]

Thanks @Sorcha 

Really keen to hear all of your thoughts  😊

Thanks, Hayley

[XRaySpeX]

@Hayley_W :

1. Let's have an EE contact no. that does not require the caller to key in an EE mobile or landline no. anywhere in the IVR journey for those users who have left EE but their nos. are now with other providers & thus are no longer recognised by EE systems.
2. In the contact phone nos. lists why ask a user calling from an EE Landline to dial a mobile no.? Calling a landline is more sensible, probably cheaper & you already have 1 available, 0800 079 8586, 

[Hayley_W]

Thanks for your reply @XRaySpeX 

Interesting points raised and I will pass them into the relevant channels.

From a Contact Us Page perspective what type of things do you expect/not expect to find or read?

Thanks, Hayley

[XRaySpeX]

@Hayley_W : From a Contact Us page I do not expect to see a load of Qs & the unnecessary need to click yet another link, Get in touch - how to contact us, to eventually be offered some phone nos.

[Sorcha]

Thanks @XRaySpeX 

Looking forward to seeing other suggestions come in too!

[bristolashley91]

the contact page does need a easy & better make over 

[Sorcha]

Hi @bristolashley91 

Thanks for popping into the thread 🙂

Is there anything that you think might make things a little easier? 

What would you like to see it look or feel like? 

Thanks

Sorcha 

[OggyStoop]

Losing a phone is stressful -  so when I find myself going round and round your help screens because your chat option doesn't chat and your solutions to lost phones is call one of these four number options - I have to admit I should have known better after using skype to contact you and your opening hours are not 24/7 - or even supportive to a customer with a lost phone and no chat live - " I quit ! "  - you need to accept that if you even consider trying to corporately follow me for money or contract rubbish for more unsatisfying payments to you - I might use that mental illness the pixel 3a has grown inside  me against you. In my opinion the contract was breached by you and Google very early so consider yourselves lucky Ive been this patient. 

YOU'RE FIRED !

and are you sure that the feedback for this sort of thing doesn't just prove the management staff of the support and contact us areas is sleeping on the job at best - and woefully inadequate for the role at worst

[Katie_B]

Good Morning @OggyStoop. 

I am sorry to hear you have lost your phone and I do agree it is a stressful time when something like this unfortunately happens.

Our online chat team is open 8am - 11pm 7 days a week and the option to chat will appear once an agent is available.

The option to report a device lost/stolen is available 24 hours by calling one of these numbers:

1. call 150 from an EE phone

2. call 07953 966 250 from any other phone (at standard rates)

3. call +44 7953 966 250 from abroad (at international call rates)

Please let me know if you have still not been able to report this as lost, I would love to help further. 

Katie 🙂