Solved: live chat experiences

Anonymous · ‎06-01-2015

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?

Beenherebefore · ‎06-01-2015

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.

"My life is a facsimile of a sham"

blissgirl · ‎06-01-2015

I have used it a couple of times and didnt have any problems with it

iPhone 15 plus 128Gb light pink & Apple watch series 9 pink (Celluar all with Vodafone

Anonymous · ‎06-01-2015

@blissgirl wrote:
I have used it a couple of times and didnt have any problems with it

I'm glad it's not just me that likes it

Cleoriff · ‎06-01-2015

There have been a lot of complaints from users about Live Chat....and when they give us chapter and verse of the chat transcript you can see why they are not happy with them

However, it has to be remembered that people usually come onto a forum to complain about Live Chat not praise them so we could be geting a one sided view.(Unless we have bad experiences ourselves)

The biggest complaint we see is that they tend to be 'reading from a script' so if a problem is slightly more complicated it often fails to resolve the users problem.

There is a long running thread on here about Live Chat. It doesn't make for happy reading..

Veritas Numquam Perit

Anonymous · ‎06-01-2015

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.

Many do come here to say how poor they have been with account based enquires and not correct info.

I usually advise they are fine for low level general enquiries.

I do believe their was a thread centered around Live Chat which was a good discussion.

Anonymous · ‎06-01-2015

That's kind of why I was wondering what our, (the community regulars), thought of it. I have had problems solved and began to think that the problem might lie with the customers

MI5 · ‎06-01-2015

@Anonymous wrote:

began to think that the problem might lie with the customers

You tell me......?

http://community.o2.co.uk/t5/Off-topic/Next-time-you-consider-live-chat-Think-very-carefully-first/m-p/823121/highlight/true#M42286

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎06-01-2015

@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.

I think that is the key.

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

Anonymous · ‎06-01-2015

@Anonymous wrote:
@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.

I think that is the key.

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

Certainly a novel idea for certain enquiries.

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

Anonymous · ‎06-01-2015

@Anonymous wrote:
@Anonymous wrote:
@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.

I think that is the key.

There should be a service for a community member to join a customer in a 3 way chat
Certainly a novel idea for certain enquiries.

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

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