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

[Anonymous]

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@Toby wrote:
Ok guys, I'll talk to Chiara.

Just to add though, you do not need to worry about this guys. The community is a customer-customer service and you will not get into and kind of trouble for advice that you provide unless it is illegal, dangerous or against our guidelines. It is then my responsibility to get rid of the content and talk to whoever is responsible, as well as making sure any advice that is potentially wrong is either removed and/or the posting member is educated in how to improve.

Regardless of this, I get that adding this line will provide piece of mind, so I shall get something added

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Exactly this.

I've just read through the past couple of pages of this thread and wondered why some members are getting their knickers in a twist over something that in theory, theoretically, theres a possibility, maybe once in a blue moon, might happen!

In UK law I'm pretty sure that someone posting on a public web forum such as this is simply an author, whereas it is the site owners, moderators and admin of the site who would be be held legally responsible for anything detrimental or defamatory that is posted on the forum.

However I am sure that the community rules cover O2 and the moderators/admin as far as it needs to. If anything did actually need added then it should be something like:

"You should not rely on information or advice posted on the O2 Community as being accurate or complete. If you do, you do so at your own risk. Please take care to check everything out yourself, and be very careful. It's important to remember anything on the Community is the opinion of the person posting only. In no way does it reflect O2's opinions or attitudes."

Just my tuppence worth.

[Anonymous]

@Papdug    Point taken, so my apologies.  Off  now to have knickers untwisted which in my case may take a very long time.

Gerry

[Cleoriff]

"You should not rely on information or advice posted on the O2 Community as being accurate or complete. If you do, you do so at your own risk. Please take care to check everything out yourself, and be very careful. It's important to remember anything on the Community is the opinion of the person posting only. In no way does it reflect O2's opinions or attitudes."

@AnonymousYou may want to add to that and say 'It could be a complete and utter load of twaddle'

[Toby]

Hi Papa.

The only I will say about what you've said here is that anything that is posted does not become O2's legal responsibility. It is my job to remove something liike that as quickly and efficiently as possible, but it does not become O2's responsibility or view once its posted. I hope that makes sense

[Anonymous]

The article referred to in the link that follows may, or may not, be of interest:-

http://www.irishexaminer.com/analysis/internet-defamation-who-is-legally-responsible-for-online-comm...

Gerry

[Anonymous]

Thanks @Anonymous that pretty much backs up what I thought, once the sites owners/admin/moderators become aware of something that might be defamatory they become legally obliged to remove it.

The reason I have highlighted the word defamatory is because I think this is the only case where someone may be able to claim legal recourse. However as our moderatino/admin team are on the ball I don't believe they would allow anything like that to remain on the community for any length of time.

I can't imagine that anyone would successfully prove that any advice given on here by a member to resolve a problem with their phone or device then went on to damage that device. but even if they tried to, I believe the Communit Guidelines have it covered.

[Toby]

As you say Papa, defamation is almost always abusive or innapropriate in some way so we're covered pretty well in my view. However, if anyone sees something and thinks it could be classed as so, feel free to ask me.

[Anonymous]

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@Anonymous wrote:
Some good ideas their @Cleoriff

@Anonymous

Your thoughts as established members would be appreciated.

Im not an O2 customer any more so haven's used Live Chat in over 6 month's, O2 & then there value arm Giff Gaff lost me to Three a few months back thanks to there poor network signal 

[MI5]

In all honesty I've never had a problem with live chat....
Maybe as bob says earlier it's because I can steer the conversation in the direction I want it to go in or because I know the process and just need CS to press some buttons, but either way, no problems....

[Cleoriff]

As I said before I opt out of Live Chat ...I would rather ask Forum Members.

When I did use it ...one of the problems was their lack of knowledge.

It is pointless remaining calm and polite (something I always advocate) if the person you 'chat to' has absolutely no idea how to assist you.

I have just read another post where Live Chat 'gets disconnected' and customers have to try again...and again

This seems to be happening with alarming frequency