The Official Live Chat Feedback thread - Page 33

Toby · ‎14-11-2013

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

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Anonymous · ‎08-09-2015

Is there anyway to get a transcript of a chat or are they traceable? I was offered a deal with a contract but I'm having difficulty getting someone to honour the offer price was given.

jonsie · ‎08-09-2015

I don't think you will be able to get a chat transcript. You are given the option to print or copy and paste or be sent via email but transcripts I don't think are kept. Phone calls are but no harm in asking customer service.

Click Here For Social Media Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

MI5 · ‎08-09-2015

You can also only request the chat be emailed whilst the chat is still active, so don't wait until the adviser leaves the chat or else the chance is lost.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Cleoriff · ‎08-09-2015

A lesson learnt to copy, paste and save as you go along I think....

(Is that even possible? I have had no recent dealings with live chat to speak with any authority?)

Veritas Numquam Perit

jonsie · ‎08-09-2015

Yes it's easy enough and I've learned its always wise to always keep a copy of any chat I've had.

Click Here For Social Media Support Links VirginmediaO2THIS IS NOT CUSTOMER SERVICE AND WE CANNOT ACCESS ACCOUNTS

MI5 · ‎08-09-2015

Click the email button just as the adviser asks if there is anything else they can help with.

I have no affiliation whatsoever with O2 or any subsidiary companies. Comments posted are entirely of my own opinion. This is not Customer Service so we are unable to help with account specific issues.
Please select the post that helped you best and mark as the solution. This helps other members in resolving their issues faster. Thank you.

Anonymous · ‎23-09-2015

to be fair i dont think language is an issue as the live chats that i have had have been courteous and no language issues

in my own uk business we have live chat agents for our website based in the phillipines and the transcripts are excellent english, and language and interaction is very good so it is totally possible to have good live chat abroad...it is also more practical as more likley that many of us google shop (or should be doing so outside of work hours)

the issue i have is that it is not live! it takes hours for respnse some times....the 02 accoutn limits what actions you can make on the website, the call centre takes ages to get through and the number of actual shops seem to be in decline ....at what point did we forget to actually interact with our custmers?

Anonymous · ‎25-09-2015

Anytime I come on to use live chat it always states that they're busy. Have tried more than multiple times. Therefore I'm yet to find out how useful this is..

Anonymous · ‎26-09-2015

Hi,

The live chat is a good service, however I was misquoted on how much it would cost to cancel the remainder of my O2 contract. I was told to pay off the remainder of my contract it would be £160. I proceeded on this basis and was today charged £205. I am unsure of what I can do in light of this and would be keen to hear your thoughts.

Cleoriff · ‎26-09-2015

Hi @Anonymous If you know you have been overcharged (and it wasn't a mistaken quote price to end contract) then you can request a refund via this form

https://www.o2.co.uk/apps/help/help?qid=1&q1=34

However to double check and ask for a breakdown of why it was this amount... then I would phone CS on 202 first..

Veritas Numquam Perit