Re: live chat and donkeys - Page 2

Anonymous · ‎02-02-2014

I reckon if capita employed one legged donkeys who are only able to Eeyore Swahili you'd get a better service than at the moment.

Discuss......

Anonymous · ‎02-02-2014

I would say my level of knowledge is average. I understand my phone and can resolve most issues.

If it became technical such as a full reset or similar tobe honest I would probably come on here and speak to the likes of MI5 rather than go through live chat.

gemz4the1 · ‎02-02-2014

I haven't had many good experiences with LiveChat. I seem to not get my issue resolved by the time the chat ends and I end up having more issues that before the chat.

The chats that I have had, the advisors have seemed confused.

I explain my problem, they go through their 'script' and I end up telling them more than they know. And, not to put myself down, but I am being honest when I say that I am not the sharpest tool in the box, but even I know the basics, yet it feels like I have to tell the advisors what they should already know.

I have learned that the easiest way to get anything resolved with O2 is to call them. Many times I have gone to the O2 store and they have simply called the customer service number themselves so calling them myself gets rid of the middle man (the person in the store).

Cleoriff · ‎03-02-2014

Honestly?.....

I think we only have to look at the traffic this forum gets with many moans about Live Chat..

Problem is of course, this forum is easy to access and gives far better knowledgeable advice.

As I have found many times

Veritas Numquam Perit

Anonymous · ‎03-02-2014

I think what needs to happen is better training. I'm sure I heard in the past that that's what O2 said they were doing what with the support moving towards online more and more...

Cleoriff · ‎03-02-2014

Totally agree with more training required!

My background is nursing and then teaching and I have to say Live Chat seem poorly

prepared when dealing with anything innovative.

You can't keep reading from a script if you actually have no level of understanding.

Veritas Numquam Perit

Anonymous · ‎03-02-2014

they really should just deal with a few common issues. Not what O2 seem to want to do is deflect the phonecalls there for a while keeping the call centres within timescales.

Just my opinion.

gemz4the1 · ‎03-02-2014

It annoys me that they read from scripts. It prevents them from connecting with the customer.

If they were properly trained then they could be more personal to the customers and deal with the individual query more efficiently.

Anonymous · ‎03-02-2014

It makes me wonder if the operators are as annoyed about it as we are.

I mean they must be technically sound, surely they test that in interview. So how does it go so wrong for the end user?

Anonymous · ‎03-02-2014

The best online chat service ive had was with Apples.

They can actually take control of your Mac/Pc to show their screens to you regarding advice and info etc.

Ref O2 Live Chat.

I think they have a search function to your questions etc and read from that and the fact that they will be dealing with a few online calls at the same time probably wont help much either.

Anonymous · ‎03-02-2014

Might as well Google it from their end then