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]

Tried Live Chat yesterday afternoon, to try and find out why my partners new phone hasn't been delivered.

"Oh, it will be there tonight between 6pm and 10pm" we were eventually told.

Now where that number magically appeared from I don't know, because in any event, it didn't arrive.

Yet another hour wasted.

[MI5]

You are better off calling CS for info http://www.o2.co.uk/contactus

[Cleoriff]

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@Anonymous wrote:

Tried Live Chat yesterday afternoon, to try and find out why my partners new phone hasn't been delivered.

"Oh, it will be there tonight between 6pm and 10pm" we were eventually told.

Now where that number magically appeared from I don't know, because in any event, it didn't arrive.

Yet another hour wasted.

---

@Anonymous Answered on your other thread here http://community.o2.co.uk/t5/Discussions-Feedback/O2-s-rubbish-service-is-becoming-legendary/m-p/953824#M79732

[Curr946]

Live chat doesn't get the best reputation. As suggested, your better calling up.

[Anonymous]

All fixed.

I contacted ukmail directly, and they delivered. It was there, just no one had bothered to let me know....

[MI5]

Good news - I assume it would have been delivered to you anyway then, regardless of your call?

[jonsie]

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@MI5 wrote:
Good news - I assume it would have been delivered to you anyway then, regardless of your call?

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Bit of a no-brainer really....

[Harryzac]

I love the hours Live Chat work, and I am normally seen too quickly, unlike other companies like Microsoft.

I do find telephoning O2 has provided me with more help, and is generally how I get things sorted more quickly.

Live chat have given me incorrect information in the past, yes, but I would rather this happened over the chat, because the complaints team were then able to see the evidence for themselves in written form.

In my experience, live chat are good for easy and quick things, like negotiating a contract, or making a payment. For anything more complex, I'd rather telephone.

[Cleoriff]

I feel the same @Harryzac. There are some good live chat advisors who go out of their way to provide the correct info.... but I would only use them for low level enquiries. Anything account based then I prefer to speak to someone..

[jonsie]

The only time I even consider using live chat is when I'm overseas because of the time difference. I've used them 4 times with a 50% success rate.