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

[MI5]

Live chat can be accessed here, along with a complaints link http://www.o2.co.uk/contactus

[Anonymous]

I tried to leave feedback after my live chat ended, but unsure if it went through. I thought i would leave feedback here just in case as i was very happy with the advisor and very happy with how my issue was resolved.

Chat number: 9823721

Many thanks

Tom

[MI5]

---

@Anonymous wrote:
I tried to leave feedback after my live chat ended, but unsure if it went through. I thought i would leave feedback here just in case as i was very happy with the advisor and very happy with how my issue was resolved.

Chat number: 9823721

Many thanks

Tom

---

Good to hear.

I'm sure @Toby will feedback for you.

[Toby]

Hi @Anonymous (Tom),

Welcome to the community! I'll make sure to pass on your kind words

[Anonymous]

Hi,

Been trying to find out where my phone is, ten days Ive been waiting!

[MI5]

Stick to 1 thread mate, it's easy to keep up that way https://community.o2.co.uk/t5/Pay-Monthly-and-Pay-Go/My-new-phone-hasnt-arrived-yet/m-p/1024053

[Anonymous]

I haven't came across any problems with the service as of yet. Obviously there are limits compared to what a phone agent from o2 can do but 95% of the time, my issues are dealt with.

[MI5]

You will...

[jonsie]

Nothing surer...

[Anonymous]

Very happy with my upgrade and I think Paul's bloody awesome and deserves a raise and a bonus, he was very polite and answered every query with 100% positivity and he's a credit to your team

I have only posted this here as the live chat feedback wasn't submitting