Make it easier to make suggestions via website

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5 comments
  • We've changed around the way we do feature requests in the past few years. Now feature requests are collected by my team (Social Media Response) and filtered to the actual team making changes to the site and our service, and discussed internally. 

    We do keep track of them, but I worry putting a "feature request" link on the support page will get lost in the shuffle of people who actually do need support for features that do exist but they don't see them.

    The Feature Request forum still collects the feedback as intended, and if a request does come through support channels at ting.com/support, we actually have some infrastructure in place for the agent to refer it directly to the team as well!

    tl;dr -- you can submit feature requests through our community forums OR through support requests. They all get back to the team in charge of making it happen!

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  • Thanks for the quick reply.

    You say "you can submit feature requests through our community forums OR through support requests." Well, I know that now because you just told me (although, I'm not sure what a "community forum" is or how to access it). But if you truly want the benefit of crowd sourcing (and maybe the crowd is too big and you don't) you should make it easier for folks who aren't as tenacious as me to find and offer suggestions to the Social Media Response team.

    Two easy changes:

    (1) Relabel "Feature Requests" to "Feature Requests and Improvement Suggestions" or something similar.

    (2) At the end of information articles, where is says "Was this article helpful?" have clicking the "No" box open up a dialogue box saying "How can we improve it?"

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  • The "community forum" is where we're talking right now. There's a specific sub-forum called Feature Requests that is where public feature requests are gathered and filtered. 

    But we're not a huge company. If you let AN Ting employee know your suggestions, they'll get taken to the right place to be filtered and reviewed for feasibility. A non-zero number of the things we do started as customer requests. 

    I've noted both of yours and will be taking them to the next Feature Request meeting. On the first one, that's something that seems simple enough. The other would be something we'd need to take to our Help Center provider, Zendesk. They're slower with adding lots of features, but it never hurts to ask, right?

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  • Say, as long as I have your attention, here's another webpage improvement area:

    Regarding this page: https://help.ting.com/hc/en-us/articles/205421928-Troubleshooting-Wi-Fi-Calling-

    It says "If you want to use voice services, text messaging, or MMS messaging over Wi-Fi those services all need to be enabled in your account first." Good to know. But how does the reader enable those services? It doesn't say and does not provide any links. So now what does the reader do?

    Also, if this is the "first" thing the reader should do, why is it #2 on the instructions?

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  • Noted. Most of our docs are undergoing serious reconstruction to help launch the new network partner, but I've flagged this separately.

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