live chat experiences

[Anonymous]

Now, this is supposed to be serious thread, (famous last words), and the question is simple:

Why does everybody complain about the live chat facility?

I have made jokes about it here in the community too, but I have also used it to resolve account queries, and usually get good service.

In my experience the operators are always polite, and usually do resolve queries.

For example, I enabled three way calling on my account via live chat without difficulty, and had a charge refunded to me for a call abroad that did not connect, as well as sorted out an issue with international favourites, and checked delivery of SMS abroad.

Also learned a lot about India, (where the call centre is based), chatting whilst waiting for their system to update.

Why do I have all the luck?

[Cleoriff]

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@MI5 wrote:

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You tell me......?

http://community.o2.co.uk/t5/Off-topic/Next-time-you-consider-live-chat-Think-very-carefully-first/m...

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And that thread @MI5 has highlighted is only one. There are many others running which say just the same sort of thing..

[Poppysmum]

I used live chat and got no where all i wanted was a sim card sending to fit into my S5 mini. So i went on live chat with a Guru (want to say Gnu lol) and the chap was very helpful my sim arrived the day after

[Anonymous]

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@Anonymous wrote:

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@Anonymous wrote:

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@Anonymous wrote:

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@Anonymous wrote:
I've used Live Chat quite a few times with success but that is maybe because due to knowledge I've been able to steer the conversation to what I need to achieve.

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I think that is the key.

There should be a service for a community member to join a customer in a 3 way chat 

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Certainly a novel idea for certain enquiries. 

Of course with No access to Customer Accounts (and rightly so) the help could be sometimes limited. 

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Well any account discussion could be in a separate window hidden from the 3rd party.

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Again Yes a nice workaround. 

As mentioned about earlier by Cleoriff we only really hear from the people who were not happy with their experience with Live Chat, who then signed up to leave a post ,and not so much from the people who have had their issue resolved by them as it's not so much a follow on thought to sign up to leave praise. 

[Beenherebefore]

The fact that O2 has topped the OFCOM survey for Customer Satisfaction regularly seems to indicate that there are more customers getting good advice than we think.

[jonsie]

Jackanory...

[Anonymous]

Yes but not necessarily from Live Chat.

Personally I wouldn't trust them to make a cuppa.

[Anonymous]

I think a lot of it depends on how you treat the operators.

One of them once said to me:

"And sometime when I talk to nice people like you, all sadness just vanish away"

So next time, just be nice and see where it gets you.

At least then if they can't help directly they'll make an effort to put you through to someone who can.

And the call centre is in Delhi, by the way.

[anticpated]

Call centres are hit or miss, you either get a good experienced person or a complete numpty reading of a screen - it's pot luck.

[Anonymous]

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@anticpated wrote:

Call centres are hit or miss, you either get a good experienced person or a complete numpty reading of a screen - it's pot luck.

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Numpties are people too 

[jonsie]

It's quite amusing when you get numpties chatting to numpties,,,,,