Shaun TosenProject Manager| Self-EmployedPretoria, Gauteng, South Africa
In the past I used an email address to raise queries. The email address is not longer in use which the compels you to use communication options other than email.
I opted for WhatsApp and was responded to by a Virtual Assistant.
What was your experience?
Which do you prefer? WhatsApp Virtual Assistant or other. Please elaborate why?
Senior Projects Manager | Field & Marten AssociatesNew Westminster, British Columbia, Canada
Shaun, the Virtual Assistant is fine as at some point you will be connected to an actual person but my issue with all those changes is that the customer care individuals, while I am sure they are doing their best, in many cases they do give either in accurate or contradictory info. At some point this year (and it's not the first time this happens with me personally) I did raise a query with three different customer care members and each one of them gave me a completely different answer and at the end, all of them turned out to be inaccurate. The same issues are happening with many members including a recent situation with someone I know. This inconsistency and inaccuracy in response is not good! Saving Changes...
Shaun TosenProject Manager| Self-EmployedPretoria, Gauteng, South Africa
Good evening Rami,
Thank you for your feedback. Here specifically is appears to be more a people problem.
Online Community Specialist| PMINewtown Square, Pa, United States
Hello Shaun and Rami - thank you for sharing this information. I will relay this information to our Customer Care team for awareness and apologize for the frustration you experienced. Saving Changes...
Dear Shaun Tosen , in my opinion, the choice between email and WhatsApp doesn’t make much of a difference, especially today when people can easily install whichever app they prefer on their smartphones. Whether it's email or WhatsApp, the key is to focus on improving customer service. There is definitely a lot of room for enhancement in how customer inquiries are handled. Ultimately, what matters most is ensuring a seamless and efficient experience for the customer, regardless of the medium or virtual assistant. Saving Changes...
Chris PartridgeSolutions Architect| SMS Data ProductsAustin, Tx, United States
I don't like the idea of using mobile device communication dealing with my career that I can't easily manage and access. Using an additional proprietary application means if I leave the application, I no longer have access to the communications. Emails are easy to archive and to have a trail of proof. Not so much with the other forms of communication on mobile devices. I am fine with expanding the types of communication available to be more accessible, but eliminating email seems like reducing communication. Considering how much PMI is pushing AI in every aspect, I would think they would be able to effectively leverage AI to handle email more efficiently without having to increase the number of employees. Saving Changes...
Shaun TosenProject Manager| Self-EmployedPretoria, Gauteng, South Africa
Thank you for the response - pardon me picking up on this so late.
I disagree. There is a significant difference between email and WhatsApp. WhatsApp in my view is not a very mature application and I would not use it if it were not for so many people doing so. Skype has been around a lot longer.
The reply from Chris Partridge below your reply reflects my sentiments. I can find all emails relating to business matters, filed by subject, sender and tax year (based on folder structure) and many more. Can you do that with WhatsApp?
Chris Partridge I use a desktop client for WhatsApp and this is far more efficient than using a mobile phone (intrusive and invasive technology - there is a selective place for mobile phones). Unfortunately the WhatsApp desktop client functionality is not the same as the mobile phone client - confirmation of WhatsApp lack of maturity.
The otherside of the coin is that the PMI should refrain from prescribing what their member's commuication requirements/preferences should be.
Trust is not built using AI or chatbots. (Think of call / customer care / support centres - my experience in South Africa, India and the UAE - John Deere) I do not deal with any of them.
My name is Shaun Tosen. I am a homosapien. Please do not treat me like a number in a database.
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1 reply by Chris Partridge
Dec 09, 2024 11:31 AM
Chris Partridge
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I agree fully. I know though that PMI is trying to save money, which is why they moved away from email. It is more costly to them to respond to emails. My comment on AI is that the organization is talking about AI and it is all over their sites, but they are forcing their customers (community) to only communicate via one avenue and eliminating other ways. If they implement AI smartly they can still have email, still be responsive, and still treat people as human beings. That said, this reminds me to take the time to research alternates to PMI certifications if I choose to leave PMI. PRINCE2, etc. While PMI doesn't have a monopoly, they are acting like it in my opinion. I can't use use the desktop client as I don't have a PC other than for work and won't use the mobile. So I am pretty well left in the cold.
Saving Changes...
Chris PartridgeSolutions Architect| SMS Data ProductsAustin, Tx, United States
Thank you for the response - pardon me picking up on this so late.
I disagree. There is a significant difference between email and WhatsApp. WhatsApp in my view is not a very mature application and I would not use it if it were not for so many people doing so. Skype has been around a lot longer.
The reply from Chris Partridge below your reply reflects my sentiments. I can find all emails relating to business matters, filed by subject, sender and tax year (based on folder structure) and many more. Can you do that with WhatsApp?
Chris Partridge I use a desktop client for WhatsApp and this is far more efficient than using a mobile phone (intrusive and invasive technology - there is a selective place for mobile phones). Unfortunately the WhatsApp desktop client functionality is not the same as the mobile phone client - confirmation of WhatsApp lack of maturity.
The otherside of the coin is that the PMI should refrain from prescribing what their member's commuication requirements/preferences should be.
Trust is not built using AI or chatbots. (Think of call / customer care / support centres - my experience in South Africa, India and the UAE - John Deere) I do not deal with any of them.
My name is Shaun Tosen. I am a homosapien. Please do not treat me like a number in a database.
I agree fully. I know though that PMI is trying to save money, which is why they moved away from email. It is more costly to them to respond to emails. My comment on AI is that the organization is talking about AI and it is all over their sites, but they are forcing their customers (community) to only communicate via one avenue and eliminating other ways. If they implement AI smartly they can still have email, still be responsive, and still treat people as human beings. That said, this reminds me to take the time to research alternates to PMI certifications if I choose to leave PMI. PRINCE2, etc. While PMI doesn't have a monopoly, they are acting like it in my opinion. I can't use use the desktop client as I don't have a PC other than for work and won't use the mobile. So I am pretty well left in the cold. Saving Changes...
Shaun TosenProject Manager| Self-EmployedPretoria, Gauteng, South Africa
Thank you for the feedback Chris. Saving Changes...
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