topic Re: Live Chat in Discussions & Feedback

Live Chat

Anonymous — Mon, 14 Oct 2013 09:55:31 GMT

I had my first experience with Live Chat last night and I have to say I was very impressed with the person I 'spoke' to. I was trying to get my phone unlocked and, when I filled out the form online, I failed security (no idea what part!) so I thought I'd try live chat. I had the text to say the phone was unlocked about 10 minutes after the chat finished.

I've seen a lot of complaints on here so I thought I'd give credit where it's due!

Re: Live Chat

jonsie — Mon, 14 Oct 2013 10:10:59 GMT

Excellent, glad they could help. To be honest we all have our opinions about live chat and their misinformation and errors are highlighted all over the forum pages. It's good to hear when they do actually get things right and I'm sure when all the advisers are trained to acceptable levels that we will see a big improvement in the service.

Re: Live Chat

perksie — Mon, 14 Oct 2013 10:59:05 GMT

It's very good that you've taken the time to post this as any encouragement to them that the service is improving must be helpful.

Re: Live Chat

Anonymous — Mon, 14 Oct 2013 11:38:06 GMT

Hi Tracey.

Thank you for your positive post which perhaps brings a little more balance on how the Live Chat Service performs.

Re: Live Chat

Anonymous — Mon, 14 Oct 2013 11:52:15 GMT

No problem - I would be equally quick to criticise so it's only fair to give praise as well.

I can also report that I they have cleared questions I had about my voicemail as well so all is good - so far...

Re: Live Chat

Anonymous — Mon, 14 Oct 2013 13:09:55 GMT

Awesome.

Take care and hopefully become a regular poster.

Re: Live Chat

Anonymous — Mon, 14 Oct 2013 13:13:25 GMT

I'm hoping to - I just don't know much at the moment!

Re: Live Chat

perksie — Mon, 14 Oct 2013 13:28:34 GMT

@Anonymous wrote:
I'm hoping to - I just don't know much at the moment!

Have a chuckle while you look around the forum:

http://community.o2.co.uk/t5/Off-topic/Funny-pictures-amp-videos/m-p/273924#M967

http://community.o2.co.uk/t5/Off-topic/Joke-Thread/m-p/296526#M1381

Re: Live Chat

Anonymous — Mon, 14 Oct 2013 13:29:51 GMT

You'll soon be full of info.

Plus there's the off topic section where you can discuss pretty much anything.
{within reason}

Re: Live Chat

jonsie — Mon, 14 Oct 2013 13:39:55 GMT

We are a pretty friendly sociable bunch on here (usually!):smileywink:

Re: Live Chat

Toby — Mon, 14 Oct 2013 14:17:48 GMT

Nice to know they were helpful Tracey

Thanks for linking to the fun stuff perksie. Have a look there Tracey, there's some great stuff there.

jonsie's right, we are a pretty sociable bunch too....well I am once I've had a coffee in the morning

To the guys on this thread; How has your personal experience of chat been overall would you say?

Re: Live Chat

perksie — Mon, 14 Oct 2013 14:22:38 GMT

I have used it for broadband issues mainly and one or two phone questions, but each time the response was helpful and so I have no problems with live chat at all.

Re: Live Chat

MI5 — Mon, 14 Oct 2013 14:32:17 GMT

I'm posting 2 headers from Live chat email transcript.

On both occasions I asked the same question: "Can I have a PAC please"

The first header is from O2, the second from Vodafone (note the chat duration times)

luba <noreply@o2.com>

24 Jun

to me

General Info
Chat start time	Jun 24, 2013 9:30:52 AM EST
Chat end time	Jun 24, 2013 10:36:25 AM EST
Duration (actual chatting time)	01:05:32
Operator	Scarlett

Vodafone Service Chat <No_reply@vodafone.com>

09:36 (5 hours ago)

to me

Copy of your recent chat with Vodafone online chat service team.

General Info
Chat start time	Oct 14, 2013 4:22:43 AM EST
Chat end time	Oct 14, 2013 4:34:31 AM EST
Duration (actual chatting time)	00:11:48
Operator	Sana

Re: Live Chat

jonsie — Mon, 14 Oct 2013 15:20:00 GMT

I have used chat around half a dozen times and it's been ok, except for one occasion when the operative was clearly chatting to more than one customer at a time. All other occasions had a successful outcome to my query.

It was especially helpful in Thailand with the unsocial hours.

Re: Live Chat

Anonymous — Mon, 14 Oct 2013 15:54:28 GMT

Now I had the opposite with Vodafone - when I used their Live Chat to as for my PAC they wouldn't give it to me and said I had to phone customer services!

Re: Live Chat

Anonymous — Mon, 14 Oct 2013 15:54:52 GMT

Oh and thanks for the links to the fun stuff, I'll be having a look later on!

Re: Live Chat

Toby — Thu, 17 Oct 2013 14:14:14 GMT

Hi guys,

FYI, we have a staff Q&A session based around web-chat which will be happening on the 30th, so if you have any questions about the service, go ahead and ask a question in the thread:

http://community.o2.co.uk/t5/Welcome-News/Virtual-interview-30-10-13-Webchat/m-p/551002#M7038