@Cleoriff wrote:I think many people have complaints about O2 Live Chat @Anonymous It is rare that we recommend them for anything other than low level queries
Some might suggest that this Forum provides more help for O2 users.
Some might indeed @Cleoriff and yet others might say that this Forum too often refers people to Customer Services. Now the latter advice may indeed be the correct advice in particular circumstances - but something must be wrong if so many people who need assistance arrive in the Forum only to find that the required help is not in fact available here and the only advice they get is to contact Customer Services or call in to an O2 shop. Is there a web design problem here that has not been properly identified and thought through. Surely it cannot be beyond the ability of systems analysts and software engineers to develop an algorithm that will guide searchers to where they are most likely to obtain assistance?
Yes, I know. I live in a fantasy world.
Gerry
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Where it's possible we always try to help but in some cases where a problem is account specific only customer service can help.
We have no access to customer accounts but have experience in most things specific to certain types of phones and O2 policy and procedures which we are more than willing to share with fellow customers sometimes despite sarcastic comments from users when they don't hear what they want to hear or God forbid we happen to disagree with their viewpoints.
I think you do us a little bit of a disservice @Gerry. Don't forget people give up their time voluntarily to try and help and to engage with others on the community albeit from my present location in the pub.
@Anonymous wrote:
Certainly a conundrum.
Speak to Cs not Live Chat.
Hi @Anonymous "speak to Cs rather than Live Chat" seems to be something of a mantra now but it must be very confusing for customers who are coming to this Forum because they have a problem (whether real or imaginary). It does not yet appear to be common knowledge that the O2 Community is not in fact representative of O2, but is rather a conglomeration of the knowledge and experience of ordinary O2 customers. It must seem very odd then for people to be told don't approach this section of O2 go to that section of O2 because this part of O2 (the Community) cannot help you.
Live Chat can, I know, be of variable quality. I have had some very good Live Chat experiences and some quite dreadful as well (but I have also had some terrible calls to Customer Services. At least on Live Chat you get an opportunity to type in what you want to say. On the phone it is sometimes like trying to stop a tsunami to get a word in.
In Live Chat you are asked at the outset what you want to talk about and the choices include purchases, accounts, technical help and faults. So my question is what information or facilities or expertise is available to CS staff that is NOT available to Live Chat staff? Why should there be a difference in the way customers are treated? Is the Community being fair in diverting customers away from Live Chat?
Gerry
Hi @Anonymous
Most of the posts made on the forum can be dealt with by the members here ,and as such many leave with their issue resolved or knowledge on where to go next.
Their is always going to be those posts where account access is required ,but these are not the majority of the posts needing help.
I do feel sometimes that some posters think that O2 are responding to them personally.
The primary goal for me is to ensure that the person posting knows their are people listening ,and willing to help as best they can.
Does that make sense.
Most of the posts made on the forum can be dealt with by the members here ,and as such many leave with their issue resolved or knowledge on where to go next.
Their is always going to be those posts where account access is required ,but these are not the majority of the posts needing help.
I do feel sometimes that some posters think that O2 are responding to them personally.
The primary goal for me is to ensure that the person posting knows their are people listening ,and willing to help as best they can.
Does that make sense.
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Fairly sure I'm not missing the point but with regards to live chat.... Chat is based both overseas and in the UK. You can normally tell where you are directed by the fragmented is of the English language. Overseas do not have access to all the systems that the UK advisers and sometimes they have to relay instructions to the UK to action certain requests by a customer.
Sometimes this goes badly wrong as we have seen all too many times which is why for anything account related we advise speaking in person to an adviser.
@Anonymous wrote:Very true. Let me shake your hand, mate.
Consider it shaken, @Anonymous 
