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

[Cleoriff]

If you want Live Chat to succeed O2 MUST invest in education and training of all staff.

This needs to be ongoing as  changes are happening rapidly.

Records should be kept of previous 'chats' so that customers do not have to repeat multiple times the same thing over and over again....

The  language barrier is an ongoing problem

I could probably provide a long list but will let others have their say.

[Anonymous]

I was just wondering what the legal position is if someone comes to the Community and feels that they have received  bad  advice or have in some way been misled (inadvertently)?  Do they have any legal comeback against O2 or members of the O2 Community?

 Presumably O2 have some  responsibility  for the staff they employ in the Live Chat section and will have made some effort to ensure that they meet certain educational standards and have been trained etc.   Yet anyone or at any rate any O2 customer can become a member of this community, and offer advice etc without any check whatev er on knowledge, education, or anything else other than that they have purchased a phone or sim from O2?  Should we as individiuals be considering some form of public liability insurance?

I think it behoves us to be a tad circumspect if we are sit in judgement on the Live Chat service and staff who have no way of responding.

As an aside but still part of the overall debate,  what is meant by "low level" in the context of the nature of problems would be considered suitable for customers to take up with Live Chat?

Night night all.

Gerry

[jonsie]

From the community rules @ http://www.o2.co.uk/termsandconditions/other-products-and-services/o2-community 

Other rules

1. The majority of Content posted on the O2 Community is created by members of the public. The views expressed are theirs and unless specifically stated are not ours. We are not are responsible for any Content posted by members of the public on the O2 Community or for the availability or Content of any third party sites that are accessible through the O2 Community. Any links to third party websites from the O2 Community do not amount to any endorsement of that site by us and any use of that site by you is at your own risk.

Perhaps we all should have such a disclaimer in our signatures?

[Anonymous]

Some good ideas their @Cleoriff

@MI5
@jonsie
@sheepdog
@Anonymous
@Anonymous
@Anonymous
@Anonymous
@anticpated

Your thoughts as established members would be appreciated.

Any new and other members who have used Live Chat recently ?

Do you have any thoughts and ideas ?

[Cleoriff]

Hi @Anonymous 

I know you have started this thread but it is getting confusing as there is another one open and running (Official live Feedback thread)....I notice posts were made on that yesterday?

http://community.o2.co.uk/t5/Discussions-Feedback/The-Official-Live-Chat-Feedback-thread/m-p/700331/highlight/true#M46971

[Anonymous]

I've already asked for them to be merged to this older thread @Cleoriff

[Cleoriff]

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@Anonymous wrote:
I've already asked for them to be merged to this older thread @Cleoriff

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Oh good. Problem is... I am subscribed to both threads and getting notifications obviously from both...and it doesn't take that much to confuse me.  

[Anonymous]

That's when we get notifications.

[Cleoriff]

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@Anonymous wrote:
That's when we get notifications.

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BT mail and lithium working well together yesterday and today ...so far...fingers crossed:smileywink:

[MI5]

Some sig's are big enough already without adding another 5 lines of text....
An addition to the main forum T&C's would suffice, I would have thought?