Wow, great feedback thanks. I’m pleased to see the honesty too. Without it, we wouldn’t get better.
@mowcius We’ve started to get better at sorting the Help and Support articles from the About Bulb articles. This is manually done each day (or two). This should make things a bit clearer.
@Hooloovoo We can certainly start posting some more content on the Everything but Bulb section. It does get a bit neglected.
Your recent posts about your smart usage have been super useful for us, so please keep them up.
We’d love for our Community members to also post questions about technology too. I’ll make sure the right person at Bulb responds.
(1) pop-up with certain signposting ideas to other areas, help FAQ, searching the forum first etc before even thinking about drafting a post.
(2) Reminder of community forum guidance and that it is public for everyone to see.
(3) A Redesign of the categories, at first glance ‘Everything at bulb’ is very opaque, and I would have to state that 3 categories for a complex set of needs with a vast set of customers is somewhat wanting.
These are some good ideas!
Discourse is an option @mowcius. You are right that it would take our engineers time to fix up the Vanilla platform but it is certainly possible. Technically, we can do what we want with Vanilla, which is pretty cool.
We hope to nab some of the engineers time soon. I know we’ve been saying this for a long time now. We’ve experienced such fast growth at Bulb that there have been urgent projects that our developers have had to concentrate on. The Community has not been forgotten though. Will and I are on a mission to make Community better.
@JustSsavvy We do already have an integrated chat like TalkTalk. You can speak to our energy specialists from 9-6 Monday to Friday. This sits on our sign up page and help centre. It has suggested Help Centre articles and a links to Bulb account too. It’s actually our most efficient form of communication with members so we’re looking into how we can make the most of it.
The power of the search function is poor which doesn’t help members when trying to find other Community posts. One suggestion has been to add Help Centre as suggested articles which could reduce duplicate posts. Again, this is something we can add to Vanilla.
There have been a fair few questions about direct debits in the past couple weeks. But generally speaking these are not our FAQs. We recently had payment review for some members meaning there have been more questions than usual. I’ll raise a ticket with the comms and copy team to add ‘why can’t I submit my meter reading’ to our Help Centre.
@RichyB and @Allanr have asked for a new economy 7 help article and this will be up soon. We need these suggestions to keep coming so we are making the content that is useful for our members. We don’t always pick up on these things so thanks.
We totally agree. The Community homepage is not very helpful for our members. In fact, changes to the homepage are being looked at as we speak.
For a start, our developers will be:
- Changing the ‘We’re here to Help’ to ‘Join the Community’
- Removing the questions with something like: “This is the place to talk to the team and other Bulb members about Bulb, green issues and life in general. If you need help with a specific problem, start in the help centre.”
This should help direct people to our help centre before asking us a question.
@Allanr @“Caroline W at Bulb” was given some great feedback by you guys. There was an overwhelming desire for a ‘thanks’ or ‘solved’ button. We think that’s a great idea. Especially when you’ve given such a good answer.