Hi all,
This is probably best directed to @Sean_D.
TL;DR: I think we should have a FAQ section for community helpers to reference when helping resolve customer queries.
I'd like to throw an idea out there for a 'Community Helper FAQs' group, similar to the feedback group that was around last year. The idea being that you can join the group if you like assisting the community, and then have access to a library of information tht can help you solve user queries.
The idea being that contributors can post frequent asked questions and have a troubleshooting guide which they can run through with the customer. For example, if a customer posted saying they were having trouble accessing mobile data on a specific device, we could search the 'Community Helper FAQs' and see if there are any specific troubleshooting steps that may need performing for that particular device. We could also have a list of all 150 short codes to reference (I know most, but not all of them!).
I've come across a few queries which I've done my best to answer, but then one of the experts such as @XRaySpeX has jumped in and solved their issue right away as they have dealt with a similar issue in the past! It would be great for everyone to share there knowledge in a central location for us all to help others with. I do try my best to research any issues to see if they have cropped up in the past however most of the time people don't reply saying it has been solved, or they have gone to CS for a resolution instead.
It could also serve as a little help guide for any new offers, perks etc that the community may not be familiar with how they operate?
I've done my best at explaining - hopefully you get my gist? Just an idea...
Thanks,
Alex
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