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Customer Experience - Coggle Diagram
Customer Experience
Wanted
Discount For Being a Corporate Partner
New Phone
New Phone Number
Reliable Service Provider
To Relocate
11th Encounter
Called Customer Support
Wait Was Excess of 10 Minutes
Tried to Use Online Support
After 1.5 hours to Re-logon To Account
Was Able to Send Email
Characters Were Too Restricted
Could Not List Clearly Entire Problem
Before Able to Complete
Timed Out Without Warning
1st Encounter
Discounted Advertisement 124.99
Via Website
Promotional Price Wasn't Displayed
2 Year Contract
New IGizmo Phone
Took Over 30 Minutes
4th Encounter
Phone Arrived
Called Number Listed
To Get Credit
Automated Messages Were Not Clear
Finally Pressed 0 For Representative
Kim Answered
Confused On Who Handles Call
She Had No Way to Transfer To Robbie
Due to Geographically Distributed Call Center
Transferred 2 More Times
Amelia Answered
No Knowledge of Situation
Located People To Assist
But Requested Proof of The Advertisment
1 more item...
Took Over 70 Minutes
Mostly On Hold
8th Encounter
Received Welcome Email Link
No Discount Reflected
For Monthly Charge
Extra 49.32 Charge
No Indication of
Accessories
A Day Later
Indicated Charge of 289.99
No Explanation of Charges
Confirmation Email Indicated
2nd Encounter
IM (Instant Messaged)
Messages Disappear From IM
Debbie S Confirms Offer
Mentions to Call Customer Service
For Online Ordering is Not Working
3rd Encounter
Online Application Is Still Doesn't Work
Calls Customer Service Number Provided
Robbbie M Confirms Promotion
Was Supposed to End June 1
No Expiration Date Listed On Website
Shouldn't Have Been Offered But
Reluctantly Would Honor the Discount
Asks To Reenter Application Again
1st Could Not Enter The Order
1 more item...
Instead of Reentering
Emails Another Link to Enter
Had to Retype Everything Again
3 Address Fields
Billing
Shipping
Current Address
Service Delivery
New Home
1 more item...
Price During Reentry Didn't Reflect Discount
Completed The Order
With Promised Credit
2 more items...
5th Encounter
Called Number Given By Debbie
Found Robbie
Could Not Credit the Card
Had To Credit The Account
Could Not Change Phone Number
6th Encounter
Transferred To Relocation Department
Wanted to Charge
To Send New Chip
For New Number
7 Encounter
Called Again
After Required to Activate Old Number
Changed Address Notation
Issued New Number
9th Encounter
invoice Arrived In The Mail
Credit Was There
Prorated Bill
For More Days Than Activated
Seemed to Prorated On Expected Delivery
Than Date of Activation
Discount Was There
10th Encounter
Another Bill
Same Time Period
No Discounts
Turns out 2 Separate Accounts
1st Previous Address
2nd For New Address