live chat experiences

[Anonymous]

Now, this is supposed to be serious thread, (famous last words), and the question is simple:

Why does everybody complain about the live chat facility?

I have made jokes about it here in the community too, but I have also used it to resolve account queries, and usually get good service.

In my experience the operators are always polite, and usually do resolve queries.

For example, I enabled three way calling on my account via live chat without difficulty, and had a charge refunded to me for a call abroad that did not connect, as well as sorted out an issue with international favourites, and checked delivery of SMS abroad.

Also learned a lot about India, (where the call centre is based), chatting whilst waiting for their system to update.

Why do I have all the luck?

[Anonymous]

---

@jonsie wrote:

It's quite amusing when you get numpties chatting to numpties,,,,,

---

I think I'll have to write a short app that lets you connect one live chat session to another, start it off with a confusing question, then lets the two sides battle it out between one another for your viewing pleasure

[anticpated]

I wouldn't like to be repesonsible for the beta testing though.

[Cleoriff]

---

@Anonymous wrote:

---

@jonsie wrote:

It's quite amusing when you get numpties chatting to numpties,,,,,

---

I think I'll have to write a short app that lets you connect one live chat session to another, start it off with a confusing question, then lets the two sides battle it out between one another for your viewing pleasure

---

Please refrain from doing any such thing. It doesn't take much to confuse me as it is...

[jonsie]

I can point you to a couple of recent numpty threads if it helps....:smileywink:

[Anonymous]

Yeah, I need to study past chat sessions so that I can program an 'emulator', to replace the humans

[Cleoriff]

---

@jonsie wrote:

I can point you to a couple of recent nut threads if it helps....:smileywink:

---

[Toby]

Would you guys be able to list specific issues or queries that you have experienced in Live that have gone really well or badly?

This will really help me to share some feedback with the team

Great idea for a thread @Anonymous 

[Anonymous]

---

@Toby wrote:

Would you guys be able to list specific issues or queries that you have experienced in Live that have gone really well or badly?

This will really help me to share some feedback with the team

Great idea for a thread @Anonymous 

---

Looks like we've got a new one going now.  I tried to add a helpful commentary to the chat log posted.

I hope we can try to be a bit constructive and pass some useful suggestions back.  Just taking the rise out of the call centre is getting a bit old now...

(unless it's something really funny - I had one operator tell me what she did on New Years Eve )

[Cleoriff]

I am not being at all negative here but complaints about live chat not being fit for purpose have been posted on this forum for a long time now.

Not just slagging them off but genuine people giving real constructive feedback. Add to that many suggestions have been given from community members who really want to improve the service.

We were under the impression that all our comments and suggestions were already being fed back to O2.

If that is the case, all suggestions appear to have been ignored...

And yes I do understand that more people come here to complain about the service. I also understand that people respond to you more helpfully if you approach them in a courteous manner.

None of that alters the fact that if live chat do not have the skills and knowledge to deal with your problem.....then they remain unfit for purpose.. sadly

[Anonymous]

I've had some truly surreal experiences with the live chat people. Some have been helpful but more have been incompetent. It's a major downside of out sourcing. These people have no experience of using the network and everything is learnt from books, mobile phone use is very different in India.