Live Chat. Excellent Service.

Cleoriff · ‎29-12-2016

Live chat come in for a lot of negative feedback so thought I would redress the balance a little today.

I wanted to upgrade my sim only contract whilst the sale is on. I could have waited. I didn't want... to as the 'half price for 6 months' was too tempting.

As soon as I was viewing the tariffs available... the chat box came up. I thought I would give it a try.

Immediately connected at 8.13am to an advisor called Nikhil

Taken through the security questions as expected and away we went.

By 08.30am it was all done and dusted.

I received the text and email confirmation of my order immediately. Also a copy of my chat transcript.

Nikhil was a very friendly and conscientious advisor. So well done to him

Veritas Numquam Perit

Bambino · ‎29-12-2016

Glad to hear you had a positive result @Cleoriff, but that's the way it should be for all customers using the service, and shouldn't have to be singled out as an exception, rather than the rule. There's a reason Live Chat gets negative feedback here. It's because most of the time they're not doing their job properly. Whatever happened to the 'retraining' they were supposed to have begun two years ago? I'd like to think that your experience was a beginning of a new era for chat, but I somehow tend to doubt that.

I DO NOT WORK FOR O2

Cleoriff · ‎29-12-2016

I agree @Bambino and it was always my intention to end the chat if things started to go badly. They didn't and I was pleasantly surprised. Also a confirmation of the time to contact. We always emphasise 8-.8.30am and as mine was 8.13am (with the chat window popping up unasked) it worked well for me. So... I have to give credit to the advisor involved. He certainly knew his job and was extremely efficient.

Veritas Numquam Perit

Bambino · ‎29-12-2016

It's the way it should be @Cleoriff. There are so many customers who come to this forum looking for help with their accounts, which we cannot help with, and invariably have to refer them to either call or use Live Chat, so it's good to know that at least someone there is on the ball. The reality is Live Chat should be the preferred method of contacting customer service, because at the end of the chat you can print out the transcript. If you do it by phone there is a possibility of there being no record of the call, which we see all too often here. It's always better to have the conversation in writing. There's no getting around having something in black and white, should there be a dispute.

I DO NOT WORK FOR O2

Cleoriff · ‎29-12-2016

The saving chat transcript was a first for me actually. I had no idea how that worked so I copied the whole thing myself and saved it in One Note. Then when I checked my emails immediately afterwards I had two in my inbox. One confirming my order and the 2nd was the whole chat transcript...

At no time did I press the end chat icon ...until it stated 'Chat has now ended'....(which was immediately after Nikhil had typed 'Thank you so much for your order and may I wish you a Happy New Year')

Veritas Numquam Perit