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Improving customer chat sessions

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ThinkAboutThis
Contributor
Contributor
Posts: 2
Registered: ‎10-10-2009

Improving customer chat sessions

Message 1 of 5
(6,311 Views)

Nice Article on your blog.  Does Verizon ever do internet checks on the "chat session" for their company to ensure customer satisfaction?  Does this chat session created by Verizon to assist customers online have any ethic bylaws(unspoken).  Reason I ask your blog is your referenced to do with FCC so your knowledge and view is respected.  Plus I had the oppurtunity today to notice a (word) typed in front of name when asking a questioned so I questioned why (the word was a reference that was my by the sender represented by Verizon).  I believe customer improvment and Verizon customer service could be improved for training purposes if the corporate level screened the chat sessin, what do you think?

4 REPLIES 4
Bob_Robertson
Silver Contributor III
Silver Contributor III
Posts: 497
Registered: ‎05-21-2009

Re: Improving customer chat sessions

Message 2 of 5
(6,247 Views)

I think I do not uderstand what you are trying to say....

 

what happened?

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Bob Robertson - Lighter Klepto - I steal lighters, not bandwith
CharlesH
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 895
Registered: ‎12-01-2008

Re: Improving customer chat sessions

Message 3 of 5
(6,234 Views)

Your post is a little vague and general...more information would be a plus.  Also, if you require a response from Verizon, I would suggest going to http://verizon.com/contactus

-CharlesH

somegirl
Platinum Contributor II Platinum Contributor II
Platinum Contributor II
Posts: 3,149
Registered: ‎09-15-2009

Re: Improving customer chat sessions

Message 4 of 5
(6,232 Views)

I imagine chat sessions are monitored for quality the same way calls are. Not every session is reviewed, but the ones that are reviewed are selected at random to give a fair sampling. I could be wrong, though.

 

Is there a specific issue you needed help with?

--
If a forum member gives an answer you like, give them the Kudos they deserve. If a member gives you the answer to your question, mark the answer as Accepted Solution so others can see the solution to the problem.

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CharlesH
Employee Emeritus Employee Emeritus
Employee Emeritus
Posts: 895
Registered: ‎12-01-2008

Re: Improving customer chat sessions

Message 5 of 5
(6,219 Views)

The forums are a great place to discuss your issue! If you can provide more information we can guide you to the right solution.

-CharlesH

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