Having been a customer for a few weeks now I have some specific requests around how the app reflects status notifications and customer service interaction.
When there is a change to service status (planned or real-time), a push notification would be good. When I opened the app just now I saw very clearly the warning about a loss of service on Sunday night, and the service status icon on the pulse screen - but it would have been helpful to get a push notification of this in case I hadn’t opened the app.
Could you please implement a status indicator in the app for each customer service interaction? (e.g. “Under investigation”, “Resolved”) I would like to be able to check at a glance which open tickets I have so I can follow up on them (and make sure they haven’t been marked as closed without me knowing).
Could you please implement a way to give titles in the app (preferably self-chosen) to customer service interactions? I have a list of references with categories (“Switching service”, “Card enquiry”, “Feedback”) but no easy way to recall what each one was about if I wanted to check one in particular.
Lastly, I’d really like deep linking of push notifications to the actual customer service chat/status item, but I believe that’s already on your to do list based on something Sarah mentioned elsewhere.