live chat and donkeys

[Anonymous]

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......

[gemz4the1]

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@Anonymous wrote:
Possibly. But I'm sure the lady and gent in the know would be more reliable.

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You mean the mummy and the daddy of the community?

They're strangely like a fountain of knowledge and know everything.

[Anonymous]

Exactly!

[Cleoriff]

Have to leave the thread now Sorry guys...I have to go out...

Been a fascinating debate Kev..its great to start from a different perspective.

See you all later and keep up the good work...

We maybe need a revolution...sorry I meant resolution

[Anonymous]

No revolution here!

Cheers Cleoriff,

We'll await the response

[gemz4the1]

Bye for now Cleoriff.

We can continue discussing/debating at a later time and you can do what your level says and get fired up

Enjoy the rest of your day.

[Anonymous]

As far as I'm aware (unless it's changed in the last few months) we do still have them in the UK offices.

My experiances of web chat have always been good, but then I know to pick and choose what to use them for, and I'm lucky in that I have the knowledge of what to ask for and how to get it resolved.

[Anonymous]

That's where some people come unstuck wanty unfortunately.

Support should be offered on a basis of everyone knows nothing therefore you have a baseline to operate from

Done some digging and got some info from someone who has to remain nameless


It was provided by http://www.liveperson.com/ but they let the closure of webmail slip out in a live chat session months before it happened which was subsequently posted on TBB...so I'm not sure if they got the boot or whether they still provide the service.

[Anonymous]

My own 2p worth on webchat advisors:

For simple enquiries, they can be really good.  Where they fall down is when they try and go above their station, and deal with enquiries that they should be passing on.  When they do this they invariably fail, sometimes promising things that can't be delivered, or creating more of a mess than they started with.

Customer Service advisors on the phone get frustrated with webchat, but maybe get a skewed view.  After all, no-one phones in to say how happy they are with webchats, as when the query is dealt with the customers don't tend to phone in.