The Official Live Chat Feedback thread

[Toby]

Hi guys,

Many of you have no doubt used the O2’s ‘chat’ service from time to time for all kinds of support queries. We also held a Virtual Interview recently with Richard Clarke, our Head of our Digital Service, where he answered some great questions from you.

Off the back of this session, we thought it was great opportunity to hear from you on how you think the chat service is doing and if there is anything we can do better in terms of resolution time, accuracy of info and the general experience. This has been done before on the community for TU Go and its incredibly useful for the team to hear about what’s going well with the service, what can be improved and if you have great ideas.

This is your chance to get have your voice heard and we’ll do our best to report back with changes and improvements that we make based on your suggestions.

While this is an open discussion there are some guidelines that you need to keep in mind when you make a comment:

- If you want to sort out a personal query, please create a thread in the community and you’ll get some great advice from other members. Any personal query posts will be moved and a thread will be created for them.

- Please do not mention any chat advisors by name. If they are posted, they will be edited.

- If you have a transcript of a chat session that helps with your point, please try to avoid using them and instead make a comment on the experience itself. If a transcript is absolutely essential, please only post what you need to (i.e. a few sentences).

I really look forward to hearing from you and what can be done off of the back of your suggestions.

Toby

[MI5]

Surely asking here is no different to email?
If it's not account specific we can help and usually much quicker than via any other method of contact.

[jonsie]

If its a phone specific, settings, procedural query we can certainly help. The only thing we can't do is see your account.

[Anonymous]

No wonder O2 live chat is so busy. I just spent 35 minute with a simple request for a pac code. The operator then went into a retention pitch and 30 minutes later reminded me that O2 customer service was the best in the industry. Not in my case! Language was US English and just added to a feeling that I was one of numerous live chats the operator was involved in and the pac code was still not forthcoming!

[MI5]

It's part of their job to talk you into staying - that's why you need to contact o2 to get a PAC and why you can't get it online automatically.

[Anonymous]

Not overly impressed with the manner and grammer from my recent chat experience.

SEAN: is there any current deals for example if I wanted to keep my current phone and tariff but wanted a tablet?

O2: For an tablet you'll need to take an new contract

O2: As tablets are not available on upgrades

SEAN : shame, I think I will stick with my current tariff then thank you.

O2: It's not shame Sean you can only upgrade from an phone contract to another phone contract as it's an refresh contract .

O2: Tablet deals are completely different it includes just texts and data

O2: Phone contract's include calling as well as text and data

O2: That's the difference .

O2: If you wish to have a look at the Tablets deal I can transfer you to sales team they'll help you with it .

SEAN : Ok no need to get shirty.

SEAN : I will leave it thank you

O2: Completely your decision

[viridis]

To be fair, he didn't get shirty, he mistook the word "shame"... for "same" and proceeded to inform you why the tablet tariff is different from mobile.
For all its failings, live chat was correct to explain this to you, but unfortunately it was because the operator misunderstood a word.

[Anonymous]

Ask them how to access webmail. Totally useless information and no answer.

[Toby]

Hi @Anonymous,

Sorry to hear this, what info (if any) did they actually provide to you?

[Cleoriff]

Hi @Anonymous Not sure why you would be having a problem now as this was meant to be sorted. However I will ask @Toby our community manager to advise you further...:smileywink:

[Cleoriff]

Snap @Toby Far too quick this morning...