topic Re: Live Chat - why no announcement? in Plusnet Feedback

Live Chat - why no announcement?

AndyH — Wed, 05 Nov 2014 18:37:13 GMT

Browsing the PN site and was asked if I wanted to talk to an advisor

When was this introduced? Why has there been no announcement? It's a positive step but people need to know it's available!
Edit: Also, how do people access it when they want? Is there a special link?

Re: Live Chat - why no announcement?

jab1 — Wed, 05 Nov 2014 18:48:56 GMT

Good question(s) Andy.
As to links, only one I've seen is when I'm on VMBU - but I do have an ad-blocker(from Aus) so that may be blocking it elsewhere.

Re: Live Chat - why no announcement?

chandu — Wed, 05 Nov 2014 19:15:22 GMT

Quote from: AndyH
When was this introduced?

Andy, I had used it before I first joined PlusNet in 2010. So, it was there 4 years ago!!!! It pops up if you hang about on their main page.

Re: Live Chat - why no announcement?

AndyH — Wed, 05 Nov 2014 19:43:22 GMT

This one is new (I think) and for existing customers - tech support/billing issues etc.

Re: Live Chat - why no announcement?

chandu — Wed, 05 Nov 2014 19:56:59 GMT

Sorry Andy. Correction on my previous post. Actually one needs to log-in and then click on members center and there it is on the left of the screen.

Re: Live Chat - why no announcement?

AndyH — Wed, 05 Nov 2014 20:00:53 GMT

Ah - thanks for finding that, I had a popup when browsing the support pages.

Re: Live Chat - why no announcement?

JessBooth — Thu, 06 Nov 2014 09:26:37 GMT

Quote from: AndyH
Browsing the PN site and was asked if I wanted to talk to an advisor

When was this introduced? Why has there been no announcement? It's a positive step but people need to know it's available!
Edit: Also, how do people access it when they want? Is there a special link?

Good spot AndyH!
Yes we have launched live chat - however it's a controlled launch at present. It is only available on certain pages after a certain amount of time whilst we trial and assess the impact.
Once we are up and running full time we will post an announcement regarding the launch.
In the mean time, if you fancy giving the chat a try if it pops up on your screen please do. Also it would be great to hear about any feedback (positive or negative!).
Thanks

Re: Live Chat - why no announcement?

ITWorks — Thu, 06 Nov 2014 09:53:14 GMT

Having not used the new chat yet ( which i think is a great idea) are you able to have the transcript of the conversation emailed to you ?.
If not , i think this would be a great feature to add
Kind Regards
Mike

Re: Live Chat - why no announcement?

dlloyd — Thu, 06 Nov 2014 11:35:18 GMT

Hi Mike,
I can confirm that you do have an option to send a transcript of the conversation by email to yourself or print a copy of the chat via the site.

Re: Live Chat - why no announcement?

petecov44 — Thu, 06 Nov 2014 14:14:10 GMT

I got this yesterday when I was looking at my VMBU., very strange

Re: Live Chat - why no announcement?

JessBooth — Thu, 06 Nov 2014 15:38:55 GMT

Quote from: petecov44
I got this yesterday when I was looking at my VMBU., very strange

As stated, it's a controlled trial at present so will only show up as an option on certain pages. As the weeks go on, we will be expanding this to cover more

Quote from: I
Having not used the new chat yet ( which i think is a great idea) are you able to have the transcript of the conversation emailed to you ?.

Glad you think it's a great idea - we do too! It's something we have been asking for as a feature for our customers for quite a while, so it's great it's finally in place.

Re: Live Chat - why no announcement?

Steevo — Thu, 06 Nov 2014 17:00:05 GMT

Came across this on the site by accident today. Asked if it was new and was told it was launched (low key) on Tues. Great idea and works very well indeed. Well done PlusNet.

Re: Live Chat - why no announcement?

Strat — Thu, 06 Nov 2014 17:05:07 GMT

I used the nPower Live Chat very recently quite late in the evening with my problem being solved in 2 minutes.
I therefore wish Plusnet every success with this facility.

Re: Live Chat - why no announcement?

ITWorks — Thu, 06 Nov 2014 19:03:47 GMT

Just used chat for the first time, got an agent in seconds, and query dealt with within a few mins.
Great uses of resources as the agent told me than can help up to three people at once , were as on the phone would be only one.
Well done PN
Regards
Mike

Re: Live Chat - why no announcement?

petecov44 — Thu, 06 Nov 2014 20:16:14 GMT

makes sense and I wish they had that when I was there - hit target 3 times as fast
I wonder if people still post the wrong notes to the wrong account in Workplace? I used to do that lots when I dealt with a ticket and a call at the same time - I always hit target though

Re: Live Chat - why no announcement?

petecov44 — Thu, 06 Nov 2014 20:26:12 GMT

Quote from: JessBooth
As stated, it's a controlled trial at present so will only show up as an option on certain pages. As the weeks go on, we will be expanding this to cover more

Hi Jess,
Whilst I see what you mean, what I meant was I got this come up in the middle of the screen when viewing VMBU. Unlike now when it shows on the left hand side of the page a purple " we are open 11:30-8 to chat" button this was in my face and therefore in my view wrong. If I want to use the chat I will press the button, or are you saying I have to have it pop up at random when I am reading something? i don't get a choice?

Re: Live Chat - why no announcement?

JessBooth — Fri, 07 Nov 2014 09:17:46 GMT

Quote

Hi Jess,
Whilst I see what you mean, what I meant was I got this come up in the middle of the screen when viewing VMBU. Unlike now when it shows on the left hand side of the page a purple " we are open 11:30-8 to chat" button this was in my face and therefore in my view wrong. If I want to use the chat I will press the button, or are you saying I have to have it pop up at random when I am reading something? i don't get a choice?

Hi Pete,
We proactively invite people to chat based on how long they are on certain pages, which sends out an invite in the form of a pop up. This can be closed quickly and easily by declining the invite.
We are working on refining these rules so we invite people when we think they are stuck however this is still part of the trial at the moment and the rules are being refined based on feedback and success rates - so keep the feedback coming and I'll make sure it's passed onto the right people

Re: Live Chat - why no announcement?

Anotherone — Fri, 07 Nov 2014 11:02:29 GMT

This idea was suggested ages back, great that it's being trialled and let's hope it's successful. As for pop-ups, I don't see a problem - I get the same on my energy supplier web-sites, and just close/decline the pop-up if I don't wish to use it. The last time I did use it however, they didn't have a clue - that's probably because they were off-shore, so Plusnet please take note, never put this off-shore.

Re: Live Chat - why no announcement?

30FTTC06 — Fri, 07 Nov 2014 11:52:07 GMT

I've used o2 pop-ups a few times which were very effective in solving the problems I've had very quickly, so fingers crossed for a successful implementation of a great system.

Re: Live Chat - why no announcement?

goldenfibre — Fri, 07 Nov 2014 12:49:09 GMT

Has anyones notice there is a new Plusnet chat online rather than raised a ticket online?
https://server.lon.liveperson.net/hc/86143043/?cmd=file&file=preChatSurveyContent&site=86143043&sessionkey=H7819247828708535402-f5f862f7f7c8462fbb95b46ff0ab2e49K8529861&survey=Pre-Chat