Are talk talk's technical department even aware of the technical support provided by the staff who support the talk talk community? They certainly do not refer customers to the community - you have to find that out for yourself. I have found the technical dept advisors absolutely useless - but what I don't understand is how they do not seem to connect up, or have any awareness that there is technical support available elsewhere in the organisation, what the community is, or what it does. Surely this is a completely ineffective way of working, and makes the customer experience of talk talk extremely frustrating.
Hi - Yes, I just made a separate post to see if I could get help with that. I've lost VPN access to my employers network. Last time this happened I got my router firmware updated via the community and that did the trick. I just want to know how to fix it this time.
That's absolutely fine. To reframe my point more positively, it would be helpful if talktalk's technical advisors could have a script that explained to people about the Community and directed them there for specific help. For example, instead of repeating to customers "Very sorry, but we cannot provide help for VPN issues, you will need to speak to your internal IT team. But I will send you an email ".
They could say, "We have alot of support and information available for customers with VPN issues. These are very common. You can access help for this via the talk talk Community online. You can browse replies to problems similar to your own, and post a request for help which our technical support people will respond to quickly."
Just a suggestion.
Stephen, Community Manager