topic Re: Web Chat in Discussions & Feedback

Web Chat

Bop1973 — Sat, 23 Mar 2019 21:22:40 GMT

Worst ever why do they make it so bloody difficult for you and then no real to you ‘Karan’ who I was web chatting with 😕 not the shiniest penny in the purse sorry won’t be rushing back for that one hour I can’t get back in my life

Re: Web Chat

jonsie — Sat, 23 Mar 2019 21:33:09 GMT

Online help can be very frustrating. Much better to actually speak to someone on the phone. A one hour chat would probably have taken five minutes on a call.

Re: Web Chat

pgn — Sun, 24 Mar 2019 09:59:33 GMT

Or engage with the O2 Social Media team via Twitter or Facebook - they know their stuff, and will usually offer webchat link or direct phone contact to help you troubleshoot the issue. @O2 on Twitter, not sure of FB as I do not use it.

If you call, call early - 08:30 in the morning is usually quickest, UK time, @Bop1973.

Re: Web Chat

Cleoriff — Sun, 24 Mar 2019 10:42:49 GMT

@pgn wrote:
Or engage with the O2 Social Media team via Twitter or Facebook - they know their stuff, and will usually offer webchat link or direct phone contact to help you troubleshoot the issue. @O2 on Twitter, not sure of FB as I do not use it.

If you call, call early - 08:30 in the morning is usually quickest, UK time, @Bop1973.

They do respond on FB @pgn , though much slower than Twitter. I messaged them on FB when the Forum was down the other day. They responded 3 hrs later.

Problem is I don't use Twitter at all, so couldn't post about the problem there.

Re: Web Chat

Bambino — Sun, 24 Mar 2019 13:01:36 GMT

@Bop1973 If your issue isn't account related, you can ask here too.

Re: Web Chat

pgn — Sun, 24 Mar 2019 17:10:26 GMT

@Cleoriff wrote:

They do respond on FB @pgn , though much slower than Twitter. I messaged them on FB when the Forum was down the other day. They responded 3 hrs later.
Problem is I don't use Twitter at all, so couldn't post about the problem there.

That's good to know, @Cleoriff - I've never fully engaged with Facebook, so can't speak for how O2 work with it - but Twitter, yes, I can vouch for both the timeousness and quality of responses when using Twitter, over the years. They usually direct you to the O2 Website, from where they are able to pick up and run with whatever issue you've got (yes, on Webchat at times). I'd imagine it's the same team on the back-end of the Facobook presence too.

Re: Web Chat

Cleoriff — Sun, 24 Mar 2019 17:51:03 GMT

It is the same team who do FB and Twitter @pgn

If I remember correctly @Chris_K is part of the same team...

Re: Web Chat

pgn — Sun, 24 Mar 2019 18:07:35 GMT

Whoo - so we've a man on the inside, @Cleoriff ?

Re: Web Chat

Cleoriff — Sun, 24 Mar 2019 18:37:48 GMT

@pgn wrote:
Whoo - so we've a man on the inside, @Cleoriff ?

Well this was about 2 years ago @pgn

Though @Chris_K does have 'Social Media' as part of his title....

Re: Web Chat

pgn — Sun, 24 Mar 2019 18:50:13 GMT

@Cleoriff wrote:
@pgn wrote:
Whoo - so we've a man on the inside, @Cleoriff ?
Well this was about 2 years ago @pgn
Though @Chris_K does have 'Social Media' as part of his title....

That he does, @Cleoriff , I have noticed it now and then:

Could be I've chatted to him via Twitter betimes...

Re: Web Chat

Cleoriff — Sun, 24 Mar 2019 19:09:26 GMT

Chatted...or raged @pgn

Re: Web Chat

pgn — Mon, 25 Mar 2019 22:13:18 GMT

@Cleoriff wrote:
Chatted...or raged @pgn

You might say that, @Cleoriff - I couldn't possibly comment!

Re: Web Chat

Mi-Amigo — Tue, 26 Mar 2019 09:19:21 GMT

@Cleoriff wrote:
Chatted...or raged @pgn

@pgnraged? "Never" said The Dormouse, avoiding being sent to the Naughty Step

Re: Web Chat

jonsie — Tue, 26 Mar 2019 09:47:57 GMT

Oh dear, you're all completely bonkers - said Alice

Re: Web Chat

Chris_K — Tue, 26 Mar 2019 13:07:47 GMT

@Cleoriff wrote:

They do respond on FB @pgn , though much slower than Twitter. I messaged them on FB when the Forum was down the other day. They responded 3 hrs later.

Problem is I don't use Twitter at all, so couldn't post about the problem there.

Just a little bit of insider knowledge for y'all I wanted to share around the Social Media teams and how they operate

The same Social Media team (that I'm a part of) handles all comments on Twitter, Facebook, YouTube, LinkedIn and Instagram and no platform is prioritised over another. The tool we use pulls in comments as they're made across all platforms, and with the sheer volume of comments we get, the team might 'divvy' up and assign a few handfuls of comments at a time to themselves.

During our manned hours, it's really unusual to be waiting 3 hours - the majority of comments are responded to within just a few minutes, but it can vary depending on when your comment came in, if there's any trending issues that day etc (such as our minor voice issues experiences last Friday) - but I'd like to emphasise both Twitter & Facebook comments are pulled into our tool in real-time and we don't prioritise certain comments or platforms over another.

Re: Web Chat

Cleoriff — Tue, 26 Mar 2019 13:26:41 GMT

Just so you know @Chris_K I wasn't being critical of the team re FB.

(mine was relatively minor anyway.."Oi. I can't log onto the forum..whats the deal?"

Twitter does seem to be the most popular platform for users though? (or so I believe)

I have nothing but praise for you guys anyway. A few years back I was targeted on O2 twitter by a banned member from the forum. A few people on here complained on my behalf and you and the other social media guys removed the nasty comments pretty quickly

I have always been grateful for that...

Re: Web Chat

Chris_K — Tue, 26 Mar 2019 14:00:29 GMT

@Cleoriff wrote:

Just so you know @Chris_K I wasn't being critical of the team re FB.

(mine was relatively minor anyway.."Oi. I can't log onto the forum..whats the deal?"

Ah don't worry, I didn't pick it up like that at all - just thought it was interesting from some of the comments that it's not entirely clear/obvious how the team works, so thought it might be of some interest just to give a bit more info behind how the team works

Re: Web Chat

jonsie — Tue, 26 Mar 2019 14:56:59 GMT

Twitter does seem to be quicker to respond I had a minor query and posted on both twitter and Facebook and the response from Twitter was within 10 minutes whereas it was well over an hour on Facebook Same response on both for the information query though so at least it was consistent

Re: Web Chat

pgn — Tue, 26 Mar 2019 19:42:09 GMT

And the O2 Social Media team's efforts are noted and recognised, @Chris_K - I have been impressed on numerous occasions, where calls via normal web chat route have failed dismally.

Thank you O2 Social Media team!