Public Mobile Renames Online Moderators to ‘Customer Support Agents’

Telus-owned prepaid brand Public Mobile has announced it has rebranded its moderator team on its online forums, based on feedback from a recent survey.

As of today, August 5, 2021, Public Mobile says the forum title ‘Moderator’ will be replaced with ‘Customer Support Agent’ (CSA). Wireless clients seeking help will be able to private message these agents by searching for “CS_Agent” in the “Send to” box.

While the names have changed, Public Mobile says “all roles and responsibilities will remain the same.” Previously, seeking support from Public Mobile required users to sign up to the company’s online forums and sending a private message to a ‘moderator’.

“Our goal was to transform their title into one that compliments all the support they provide to our customers day in and day out. Our agents are your direct line of contact when you submit a ticket. Hopefully, with this title change, we’ll also reduce some of the confusion around how support works at Public,” said the company on Thursday.