Over the years there were times when I've had a problem and either been on a site or purposefully went to a site for help on the issue. I've tried to solve the problem with a chat conversation. Might be like a dozen times over the years. Never, ever have I been able to resolve a damn thing using that method. Why do they even offer this when it never seems to work.

Maybe it's just me.

I probably have about a 20% success rate with this method. Usually wind up chatting with "Peggy" in some third-world shithole. Peggy reads from a script and most of the time is totally useless.

The problem is bad for me, as I am hearing impaired and telephone does not work with my hearing aids.

The one notable exception: Amazon's chat usually, not always, but most of the time, resolves the problem for me.

Amazon's chat has always worked very well for me.

At my old job I was on the team that implemented a chat function with our help desk website. Not only did it reduce hold times for those who still chose to phone in by 75 percent, it helped raise first contact resolutions significantly.

I chatted with "Jessica" at Budsgunshop.com and my problem was resolved.

Our company's help desk has the chat option and I have had a lot of success using it. I prefer it to actually calling them.

I"ve had pretty good luck with using the chat when someone actually picks up the chat odd that some companies offer the service but nobody ever seems to pick up the request.

quote:

20% success rate with this method

Yes, but better than trying to use an "unknowledgeable base". One would think a knowledge base in effect for years might learn something!

I spent 3 hours chatting with someone at Verizon Wednesday night. What a joy. I just wanted to take advantage of a deal offered for the next two years. Three hours to confirm I'd be getting new router and cable box. I repeat, three hours of negotiating and arguing.

In the end "David" won I guess. I got everything I wanted for less than I expected to pay, but I couldn't get him to waive the $50 to ship the equipment. I tried everything I could think of, I hate losing.

I did end up going to their latest router (mine sucks over 50' away from it and was 8 years old) and latest DVR to replace ancient one I had. I can now record six shows simultaneously if I so choose to. The real thing I hated was the second or two delay when pressing the button and response on the menu to respond on DVR.

I got the new equipment for an increase from $137 to $142 per month with same channels and triple the internet speed (75 vs 25 mbps per second up/down). Considering my bill was going to go up $25 per month in March, not too bad outcome.

While I did get everything I wanted except free shipping, it was the biggest pain in the ass ever. I guess in the end saving $20 per month with faster speed and new equipment was worth it.

$480 less over next two years and $100 gift card less $50 shipping adds up to almost three cases of ammo.

Only times I've ever used this was with Sprint, first time for obtaining a SIM card for a used Sprint HTC M8, the second time setting up an online account for our Sprint broadband.

Both went well, no complaints.

My latest attempt, which triggered this thread. Hit chat on AMEX site. Simple question about payment date. I first got a virtual response. No love with that. Then a little survey asking if the virtual agent had handled the problem. Uh, nope.

Here you go, a real person will answer shortly. I figure five minutes or so should give them a chance to at least initiate. Not so much.

The time before was with a Netflix agent. Good attentive person who hung in there but no real solution. Not her fault, really. It was a problem between Netflix and Dish that no one could solve for about two or three weeks.

I swear some of those chat functions are just shitty AI software programs.

I've had 100% luck with web site chats for customer assistance, except with Samsung, whose customer service is known to be crap, anyway, so that doesn't count.

I've had such good luck with it that I tend to prefer it over phone or email. It's real-time, like the phone, and I can get a transcript, like with email.

And there's no hearing issues, problems with accents, etc.

Jess...you should call him back and tell him you got a better deal with Cox.

Two Verizon persons were here this past week trying to sell me their cable service. I told them how Verizon had trashed my yard at two places and killed one of my $400 Sky Rocket Junipers and even the CEO failed to response to my complaint.

Also why do I need their service when I get 61 TV channels over the air.

They were persistent so I finally just told them to get off my property.

I've had great experiences using the chat feature on the Sears Parts Direct website.

Yep...put me in the camp that has good success with using chat to resolve issues.

Great success using chat, several times.

You guys are giving me some optimism that I might actually solve a problem with chat someday.