Meet our Get Help team and find out about their plans for the rest of the year

[Sorcha]

Hi Everyone,

As Community Manager, I'm part of the Get Help team in our Digital department and we'd really like to share our plans for the upcoming months with you. But first of all, I’d like to introduce you to some of the wider team and what they do.

The Get Help team look after specific areas within both our EE and BT websites. The areas covered are Community, Help and the navigation menus and tools themselves.

We are sharing our main focus areas for the remainder of the year with you because we are making these changes with you in mind, our customers. We’d love to hear your questions and any feedback you may have.

Who are we?

Our team is headed up by @LiamD and is split into three areas, all tackling different parts of the plan. Below I've given a brief summary of what each of our teams do, as well as the teams focus areas for the time up until the end of March.

I’ve also tagged the people who co-ordinate these teams, so if you have questions about any of the activities or why we’ve decided to focus on these specific things, make sure to tag the username of the person who covers that area in your reply.

Help team - @Andy_Bo 

The Help team look after the core information, online experience and functionality that you use on our help website to get setup, manage your products or services, or to fix things when something goes wrong. They also look after how live chat works and how we’re starting to use bots. Here’s what they are focused on at the moment...

Read more

• Chat authentication – Changing the way chat works so that when you are already logged into your account, we don’t ask you to identify yourself again when you get through to a chat advisor, saving time and frustration. This has already been launched. 
  
  
• Simplifying Contact us – we want you to simply be able to see the different ways you can talk to us and let you do it, and not make it complicated to talk to us.
  
  
• Content into Journeys – we have lots of pages of help information and frequently asked questions, so it can be hard to find what you’re looking for. We’re moving our most needed content into step-by-step guides which will walk you through the help you need in a structured way. We also hope it will help us see how useful these experiences are and where more or different help is required.
  
  
• Chat & contact strategy – creating a clear plan for how we use live chat on our website, or when it might be better to recommend other options instead – eg to call us or visit a store

Navigation and maps team – @Andy_S_ 

This team look after how you get to what you're looking for on the websites including the overall menu (navigation) and search tools, as well as tools like the coverage and network status checkers and the store finder. These are the things they are focusing on at the moment.

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• Navigation strategy – defining the future of navigation in order to get people to where they need to be, as efficiently as possible
  
  
• Network status usage - make more people aware of how they find information on the network status in their local area

Community & content team - @Miles 

Last but not least! The Community and Content team help manage both the EE & BT communities, and also look after updating our general Help content. We manage requests for updates when current Help content is out of date and requests for new content also. Our main focus at the moment is.

Read more

• Community & Content strategy - defining what information and content is best kept in the communities or our help websites, to avoid duplication and confusion. Having a clear purpose and plan for the future of the communities to help them be as effective as possible

If you are interested in finding out more about the changes outlined above or have any ideas, we’d love to talk more about our plans with you. Feel free to offer feedback in terms of what other areas you think we need to concentrate on too.

Hit “Reply” below and @ the relevant person you’d like to ask about their ideas in the comments below.

[LiamD]

Cheers Sorcha!

Hello everyone - we'd love to hear from you on what the team are up to. We want to be more transparent in sharing our work & give you the chance to impact our plans beyond what you do already - we're all ears.

Liam

[Profile closed]

@LiamD Are you ever going to fix the app and online accounts so the roaming and or international switches actually work?

There have been borked for at least 4 months now since the entire EE app wouldn't accept new numbers.

I wasted countless hours chatting / talking to EE staff getting roaming and international dialing enabled using the app.

They tell me it's enabled, your utterly useless app and even more utterly useless online account say otherwise.

You waste no time in bombarding customers with upselling links in both the app and the online account yet the very basic functionality always fails to work correctly.

Wh does EE put more effort into upselling compared to basic account functionality?

[LiamD]

Morning

Our team don't deal with the My EE side of things, but we'd be more than happy to get your feedback directly to the team responsible for the app, we'll drop you a DM get some more information to understand the issue better?