Awesome people, horrible app and Sign up
So many improvements needed, - Trying to sign up and I need to have a separate login name and password for my 5yr old daughter?, -Everything looked complete for daughters medical information, but I kept saving as incomplete without telling me what was still missing., - even though my 5yr old daughter shows as a dependent and after customer service helps by re-inputting all her medical information, there’s an additional registration (shouldn’t that be first?), -Then two different (very nice and apologetic) customer service people couple set an appointment up for me because the Teledoc wasn’t letting them, -4hrs after trying to get Teledoc help for my daughter I got an appointment set up, where the “ASAP” appointment had less than a 10min wait…Then the app started kept kicking me out of my account as I tried to enter the wait room!, - 2 error pop ups showed for less than 1/2 second each, so I couldn’t even read what was wrong so maybe I could fix it (in case it was a phone setting or something), - thankfully the doctor called my cell directly and even gave me her personal cell in order to send pictures. She helped quickly solve a problem that the bureaucracy of Cleveland Clinic and Akron Children’s kept bouncing us between for 2 days
Customer Service, Customer Service, Customer Service, UX, UX, Appointment Scheduling, Appointment Scheduling, App Stability
responsiveness, ease of communication, effectiveness, sign up process, error handling, ease, wait time, reliability
positive, positive, positive, negative, negative, negative, negative, negative
Customer Service - responsiveness - positive, Customer Service - ease of communication - positive, Customer Service - effectiveness - positive, UX - sign up process - negative, UX - error handling - negative, Appointment Scheduling - ease - negative, Appointment Scheduling - wait time - negative, App Stability - reliability - negative
### USER: Awesome people, horrible app and Sign up: So many improvements needed, - Trying to sign up and I need to have a separate login name and password for my 5yr old daughter?, -Everything looked complete for daughters medical information, but I kept saving as incomplete without telling me what was still missing., - even though my 5yr old daughter shows as a dependent and after customer service helps by re-inputting all her medical information, there’s an additional registration (shouldn’t that be first?), -Then two different (very nice and apologetic) customer service people couple set an appointment up for me because the Teledoc wasn’t letting them, -4hrs after trying to get Teledoc help for my daughter I got an appointment set up, where the “ASAP” appointment had less than a 10min wait…Then the app started kept kicking me out of my account as I tried to enter the wait room!, - 2 error pop ups showed for less than 1/2 second each, so I couldn’t even read what was wrong so maybe I could fix it (in case it was a phone setting or something), - thankfully the doctor called my cell directly and even gave me her personal cell in order to send pictures. She helped quickly solve a problem that the bureaucracy of Cleveland Clinic and Akron Children’s kept bouncing us between for 2 days ### ASSISTANT: Customer Service - responsiveness - positive, Customer Service - ease of communication - positive, Customer Service - effectiveness - positive, UX - sign up process - negative, UX - error handling - negative, Appointment Scheduling - ease - negative, Appointment Scheduling - wait time - negative, App Stability - reliability - negative )))
### Review: title: Awesome people, horrible app and Sign up, content: So many improvements needed, - Trying to sign up and I need to have a separate login name and password for my 5yr old daughter?, -Everything looked complete for daughters medical information, but I kept saving as incomplete without telling me what was still missing., - even though my 5yr old daughter shows as a dependent and after customer service helps by re-inputting all her medical information, there’s an additional registration (shouldn’t that be first?), -Then two different (very nice and apologetic) customer service people couple set an appointment up for me because the Teledoc wasn’t letting them, -4hrs after trying to get Teledoc help for my daughter I got an appointment set up, where the “ASAP” appointment had less than a 10min wait…Then the app started kept kicking me out of my account as I tried to enter the wait room!, - 2 error pop ups showed for less than 1/2 second each, so I couldn’t even read what was wrong so maybe I could fix it (in case it was a phone setting or something), - thankfully the doctor called my cell directly and even gave me her personal cell in order to send pictures. She helped quickly solve a problem that the bureaucracy of Cleveland Clinic and Akron Children’s kept bouncing us between for 2 days ### Analysis: categories: Customer Service, Customer Service, Customer Service, UX, UX, Appointment Scheduling, Appointment Scheduling, App Stability, aspects: responsiveness, ease of communication, effectiveness, sign up process, error handling, ease, wait time, reliability, sentiments: positive, positive, positive, negative, negative, negative, negative, negative )))
### Review: title: Awesome people, horrible app and Sign up, content: So many improvements needed, - Trying to sign up and I need to have a separate login name and password for my 5yr old daughter?, -Everything looked complete for daughters medical information, but I kept saving as incomplete without telling me what was still missing., - even though my 5yr old daughter shows as a dependent and after customer service helps by re-inputting all her medical information, there’s an additional registration (shouldn’t that be first?), -Then two different (very nice and apologetic) customer service people couple set an appointment up for me because the Teledoc wasn’t letting them, -4hrs after trying to get Teledoc help for my daughter I got an appointment set up, where the “ASAP” appointment had less than a 10min wait…Then the app started kept kicking me out of my account as I tried to enter the wait room!, - 2 error pop ups showed for less than 1/2 second each, so I couldn’t even read what was wrong so maybe I could fix it (in case it was a phone setting or something), - thankfully the doctor called my cell directly and even gave me her personal cell in order to send pictures. She helped quickly solve a problem that the bureaucracy of Cleveland Clinic and Akron Children’s kept bouncing us between for 2 days ### Analysis: categories: (Customer Service, Customer Service, Customer Service, UX, UX, Appointment Scheduling, Appointment Scheduling, App Stability) aspects: (responsiveness, ease of communication, effectiveness, sign up process, error handling, ease, wait time, reliability) sentiments: (positive, positive, positive, negative, negative, negative, negative, negative) )))