It saves time and quickly gets the point across. I had been reluctant to use this feature preferring instead to "Get the boss on the phone." Old habits. Faster and more efficient. Does not work for everything but it beats sitting on hold.JMHO

I have used it on some websites and it does usually work good. It's easier to understand the workers in INDIA that way!

It's worked well for me at times; other times I've waited in the queue while doing something in another window and been dropped when I got to the head of the line.

I used it the other day on AT&T’s website and they actually put me in a better plan and lowered my bill. They even still use Americans for customer service.

Yes, I've done a few of these back end integrations with call centers. Even the agents like this since there is a very clear line of communications. Most also have the ability to connect the Agent and Customer with a few clicks.

quote:

Originally posted by PowerSurge:
I used it the other day on AT&T’s website and they actually put me in a better plan and lowered my bill. They even still use Americans for customer service.

It’s also entirely possible you were working with a bot.

quote:

Originally posted by Georgeair:

quote:

Originally posted by PowerSurge:
I used it the other day on AT&T’s website and they actually put me in a better plan and lowered my bill. They even still use Americans for customer service.

It’s also entirely possible you were working with a bot.

Negative.

I've only very rarely used such a feature, and only ever for smaller business sites (like gun related businesses). I found it work well to quickly get tech information or clarification.

I'm not sure how I'd feel about using it with a major corp like Verizon or for banking (the BOA folks have always been good on the phone, in my experience).

I’ve tried it a few places. I was reluctant originally, and my first experiences (when it was relatively new) weren’t impressive. Recently, I used it on Sargent and Greenleaf’s website to get specific model details since nobody online seemed to have the variant I wanted. It was quick, accurate, and they emailed a transcript which was awesome since I goofed and let the window get away without writing down the details (Oops!). I’ll at least give it a try these days.

I have found, for the times I have used the chat function, that it has worked well. I have also found that you need to keep your dialog simple as, for some, their reading comprehension is limited.

I just used it yesterday to renew my Sirius subscription and I'll definitely use it again. So much better than talking to them trying to convince them to give me the same deal I got last time.

I used it again with Direct TV. I stated my point several times and in response to thank you for your patience I typed my patience is exhausted. I came back an hour later and retyped the same. Still nothing. When I woke up this morning there was a missed call notice and a voicemail. the voicemail was apologetic and indicated the billing issue was resolved and thanking me for my patience.

Saved me time. Probably a bot to begin with but clearly a live person took care of it.

I use them when they are available. Sure makes it easy when you're hard of hearing.

I hate those pop-ups and just dismiss them. Only one time in my life have I actually needed to use one and it ended in a failure to get the answer I needed. If they come back after I click them away asking if they can help me I reply "Yes! Stop popping up on my screen so I can actually see what I am trying to look at" Sometimes it works.

Very helpful for me, since a phone call is not practical because hearing loss.

If it's a bot, I just keep typing "agent" or "human" in response to every question; it generally doesn't take too long to get connected to a live person.