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

[Toby]

Hi guys,

Would you feel better if I added a similar passage to the guidelines within the community?

[MI5]

Whilst I'm sure none of the regulars would post anything dangerous there are still some inaccuracies we see from time to time, so I think it would be better all round to have something as a safeguard?

[Cleoriff]

I think that anything which safeguards people who are giving unpaid advice and support is an absolute must.

[jonsie]

I have to sgree with that. Just a clause in the community terms and conditions will suffice.

[Toby]

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

[Anonymous]

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@jonsie wrote:

@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.

The words I have highlighted in red are perhaps an example of O2 Doubleplusgood Duckspeak, if anyone knows what that is.

Gerry

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[Toby]

Hi Gerry, this refers to the fact that a member's words are their own, so their views are not necessarily shared by O2. If this reads as unclear though, I'll talk to them and see if we can make it clearer.

[MI5]

I think Gerry is referring to the typo of 2 "are".... (are not are)

[Toby]

Ah I see. I'll feed that back

[Anonymous]

Thanks Toby. My SOH missed the mark again. I take it you've not read 1984 by George Orwell. :0))
Gerry