TiVo Community Forums Archives - Manage My Account New Functionality

TiVoCommunity.com
(c)opyright 1995-2005 All rights reserved
indexcheckTC
This area is a static history of posts in the TiVo Community Forum Archive.
This archive history was made for the simple indexing of search sites like Google.

Pages:1

Manage My Account New Functionality
(Click here to view the original thread with full colors/images)

Posted by: trubin

From what I have seen with support, there may be a communication problem, between the CSR's and your beloved tivo customer.

It seems that the CSR's have available to them, a database, that can tell them who knows what about my tivo and my account status. They can also take notes, open Incident Reports(IR), and lookup previous IR's, or record the conversation for future training.

I saw somewhere that if a customer purchasing a tivo, makes just one call to the help desk, that call, in theory, costs as much as Tivo inc. made on the sale of the unit.

My point: If I as a customer could log into Manage My Account, find the open IR, and add addition info, or permanent info,ie (problem fixed, not fixed, symptom changed, see comments made by the CSR about the issue, or just thanks for all the help), this could provide many benefits, to Tivo and us, the lowly tivo users.

The first result is a savings of soft dollars for the help desk.

This would lessen the number of repeat calls coming into the help desk, regarding previous reported problems.

This would allow the help-desk to send email, instead of place a phone call, is an email option were placed on this same manage my account page. In turn, the wait time would decrease for originating support calls.

This would also heighten the warm fuzzy feeling that the help-desk emits, on every call we are forced to make....

In tight times, work smarter, not harder. Do the things that affect 10 people, not help just one.

I encourage others Tivo users to put their two cents on this matter.

T Rubin
EDS

Posted by: David Bott

Sorry...This is not the place for it. This are is for forum questions and not TiVo support items. Please remember, this site is not run by TiVo.