If you have any questions about the SMILE App – this section is where you get the help you need.Your questions cover the full user journey – so we’re hosting this FAQ on LEAP and within the app so whether you’reusing the app or about to download it – we’ve got you covered.
Of course! The SMILE app can be downloaded on any apple or android smartphone, and guess what? Itcan be on a personal device or on your or ‘Bring Your Own’ device as well!!But hey, SMILE App is not yet compatible with HSBC corporate devices though, we are looking atenabling that as well for you, so that you never miss out on the experience. Will keep you posted!
Firstly, Congratulations on receiving the SMILE App invitation email with registration password. Yay!This means that you are successfully registered to our SMILE app and ready to start your experience. All you need to do now is
1) to click on ‘Register here’ on the home page,
2) enter your username on thenext page and
3) set your new password.
Oh and by the way, don’t forget to upload an awesome displaypic on your profile!
Oops! That seems like a glitch in the matrix! Just drop a message via the ‘contact us’ option here withinthe Help centre, and either JOY or our app admin will get this sorted for you. Cheers!
Hmm!! Our eMail delivery guy is usually very prompt! Probably delayed due to some traffic on theserver highway on its way to your inbox. Hey, but in case you haven’t received it in the next 10 minutes,just drop a message via the ‘contact us’ option here within the Help centre, and either JOY or our appadmin will get this sorted for you. Cheers!
Worry not dear friend! Just drop a message via the ‘contact us’ option here within the Help centre, andeither JOY or our app admin will get this sorted for you. Cheers!
There is only one way we can get this done. All your data on SMILE app is a mirror image of your HRinformation (With the exception of your profile picture, of course!). So once you update your details onHR Direct, our smart SMILE App will pick it and update before the month end.
Of course yes! Golden Rule is that, your pic should have a SMILE in it!
Oh we cannot let that happen! Quick, check the app permission on settings and turn on the permissionfor SMILE app to access your Photos. If this doesn’t help then drop a quick message via the ‘contact us’option here within the Help centre, and either JOY or our app admin will get this sorted for you ASAP!
The secret lies in the Settings of your smartphone my friend! All you need to do is access thatfunctionality and turn it on for the SMILE app!
Oh yes! We want all the SMILE recognitions coming your way and the ones you are sending to yourcolleagues to be delivered real time! So make sure you are connected to the net through data or Wifi touse the app.
SMILE app introduces the exciting new feature of having a unique QR code for every employee! Nowwhenever you want to recognise someone, you needn’t search for his or her name every time, guesswhat? You can just take out your smartphone in style and select Scan the other person’s QR code. Coolright? And THIS, is why SMILE app wants to access your camera!
SMILE balance is the total of all recognitions you have received from your colleagues.
You can view each of them as you scroll below your home screen under the recent activity tab, rightfrom the first recognition you have received!
Guaranteed to make you SMILE!Well done you! You can
How can I recognise a colleague through SMILE App?This is the most important question and this is why SMILE app exists! You can recognise anyone through2 interesting ways! It all starts with you clicking on the ‘Recognise Someone Now’ button on the Homescreen and that’s when you see the 2 options on screen with JOY smiling above it 1) scan yourcolleague’s QR code (which automatically opens up the camera for a ready scan!) or b) search him or herby name.
Once you spot your colleague’s profile, click on ‘Send Smiles Now’ – and you will land on the recognitionscreen where you can choose the points, select the service standard badge that your colleague deservesand leave a comment to show them you truly mean it. #SpreadingSMILEs
Now that’s a good question to have. You can see 3 options for points in the recognition screen, and that’s 5, 10 & 15, right? It’s a simple trick. If you think that the recognition-worthy experience that your colleague delivered was awesome, then go for 5. If you think your colleague went over and beyond awesomeness, then they deserve 10 points. Now if this amazing colleague of yours did something that INTERNAL made you think ‘Wow! That was really some out-of-the-world service’ then don’t think twice, close your eyes and click on 15. Boom!
SMILE app is a platform to consciously spread SMILEs through recognizing each other. Keeping that in mind, be as caring as possible when you recognise a person. In case you realised you recognised the wrong colleague, Just drop a message via the ‘contact us’ option here within the Help centre, and either JOY or our app admin will get this sorted for you.
The SMILE Tools button is our GPS guide directing us to reach our ultimate destination where no bankhas gone before (remember from the training?). To be on track, we ensured it is embedded on everysingle screen within the app. It is a reminder of our new strategic service framework that consists of ourCommon Purpose, Service Standards, Leader Behaviours and our ‘Daily huddle’ calendar.
This is a brand new exciting feature indeed! Click on that option and you’ll see a QR code pop up – and that is your unique QR code, yes, a QR code generated exclusively for you. When your colleagues want to recognise you, just show them your QR code and in a jiffy your profile will open up on their screens(that is, if they have the SMILE app downloaded, if they don’t, this is where you encourage them to download it)
By the way, you can also copy the link of your QR code and send it your colleagues in case they ask for your details through chat or mail as well!
Exciting huh?!
Oops! It is most likely that to your camera is not activated for the app. Very simple, just go to yoursmartphone’s settings for SMILE App and enable the camera!
This is where you get to shine in front of the entire region and everyone gets to know the great effort that you display using to your colleagues and all customers alike.
This prestigious section is where we can see who all are championing our service standards and are being recognised for delivering our SMILE service standards exceptionally to both our internal and external customers.
I hear you ask if this can be viewed differently. Yes indeed! You can filter the leader board further by country business or function or even for a specific service standard.
SMILE leaders are refreshed instantaneously! You can see your profile climb the leader board in realtime when you receive recognitions! Woohoo!!
SMILE leader board is reflected instantaneously! But if that’s not the case here, you needn’t worry myfriend. It is most likely that there is a traffic jam in the recognition highway or an app update happeningin the background. If you continue facing this issue, please contact the app admin via the ‘contact us’option in the help centre and either JOY or the app admin will take care of it.
#Coming Soon!#Stay excited! #Stay curious! The offers and options that you can choose to redeem as you grow your SMILE balance is coming soon This one’s a surprise and until it is revealed, let’s keep the suspense, shal lwe?