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http live chat

warbleeder
Grafter
Posts: 447
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Registered: 04-03-2010

http live chat

just quick question would this be a possibility?  or have PN thought about it?
i recon it would be a good idea specially if someone was to have a phone problem ect and where not able to call in
10 REPLIES
Community Veteran
Posts: 38,460
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Registered: 15-06-2007

Re: http live chat

Community Gaffer
Community Gaffer
Posts: 17,650
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Registered: 05-04-2007

Re: http live chat

Those 2 links are confusingly about different live chat services! We actually trialled live chat for certain support issues in the Digital Care team a couple of years back and the results of that trial have been passed to the people running the CSC here.
The other link is talking about the sales support offered via live chat.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
warbleeder
Grafter
Posts: 447
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Registered: 04-03-2010

Re: http live chat

i mean a live chat or tech help and what not.... in all fairness (and im not having ago by saying this)
i would rather leave me pc/laptop ticking over for 20mins/half hour on hold than listen to music... and quite often like 2 wires are been rubbed together
LukeAger
Grafter
Posts: 121
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Registered: 15-02-2012

Re: http live chat

I really like live chat support. My Mobile phone provider uses this service and whenever I have had a query i have used it and been very satisfied(except once  Shocked ). They managed to take care of upgrades, new phone orders, insurance issues and online account management... all in all quite useful.
I'm not sure how the trial went when Plusnet did this though. I'm sure if it had been effective it would have been implemented by now. Still a great idea  Smiley
IanSn
Grafter
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Registered: 25-09-2011

Re: http live chat

my mobile provider uses Twitter effectively as a 'live chat'. Seems to work. Open tweets first, going to direct messages if necessary, then passed up to tech staff if unresolved. Very, very lively on there, but friendly.
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: http live chat

i think the main thing is people not abusing it and if something dose not go ur way get it resolved but the right way
i know ive had my problems with plusnet staff  (specially when they had over seas call center) yea i got very annoyed with what happened and did screem and shout but i didnt post staff names on here instead i took it to the Sheffield management and it was sorted
as before i would prefer to let my laptop tick away on hold for half hour than have phone to my ear... would be nice to see what other people think
Community Veteran
Posts: 38,460
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Registered: 15-06-2007

Re: http live chat

I put the phone on Hands Free - max volume and carry on working on the computer until someone answers
warbleeder
Grafter
Posts: 447
Thanks: 1
Registered: 04-03-2010

Re: http live chat

i do that too but sometimes i get bad crackling or music goes silent and makes me think line has gone dead
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Plusnet Help Team
Plusnet Help Team
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Registered: 27-04-2007

Re: http live chat

Quote
i get bad crackling or music goes silent and makes me think line has gone dead

I've not heard any other mentions of these types of problems but I'll be keeping an eye out for any as those do seems to be a common part of my personal experiences of calling other call centres. The music going dead can be annoying as it always makes me think that someone's about to answer, so I'd hate to think our phone system does that.
Adam
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 Adam Walker
 Plusnet Help Team
The_10th
Grafter
Posts: 1,090
Registered: 08-04-2007

Re: http live chat

Adam - I am afraid your phone system does do that  Sad. I phoned yesterday and was on hold for about 10 mins. After a while on hold I too noticed the noise a little but the music did stop too like stated above and kept thinking someone was about to answer until after a lot of these 'drop outs' someone did answer and took me by surprise!
As a side note I recently raised a ticket and was told that average response was 26hrs (1 day, 2 hours, 45 minutes and 21 seconds to be precise)! Have the ticket times gone awry again though I noticed it was updated on the 16th August which is a little old? Doesn't make a lot of sense given phone calls are answered within mins typically but showing 16 seconds currently. I know you can view statistics on a separate webpage, but when raising a ticket a notification above the ticket would give the customer an idea of ticket response times before typing the question, sometimes lengthy, only to find a very long delay in response compared to a phone call. Maybe that could be something that could be introduced?