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Live Chat is a terrible experience

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Cdo777
Contributor
Contributor
Posts: 1
Registered: ‎11-05-2021

Live Chat is a terrible experience

Message 1 of 4
(653 Views)

Not sure if anyone important at VZ who can make a difference will see this, but the Live Chat experience is atrocious. First, there are some basic technical problems:

* There are no timestamps so you cannot tell how much time expires between messages.

* Frequent disconnections. I don't want to accuse anyone of disconnecting on purpose... but if you looked at my chat transcript below, several agents just stopped responding after I asked questions that they didn't know how to answer.

* There is no satisfaction questionnaire at the end. So what incentives are there for agents to do a good job - other than periodic monitoring from their superiors?

3 REPLIES 3
Cang_Household
Gold Contributor VII Gold Contributor VII
Gold Contributor VII
Posts: 1,645
Registered: ‎09-06-2020

Re: Live Chat is a terrible experience

Message 2 of 4
(617 Views)

Timestamps are present in the Secure Chat. To receive a Secure Chat chat session, you would need to initiate the support through VZ social media channels. The Chat with us feature on the corporate site does not contain a timestamp at this moment.

 

Frequent disconnections may due to the representative's computer not responding. They are instances where a representative needs to reboot the computer to resume the support.

 

Satisfaction questionnaires should be present at all times after a chat session has finished. I am not sure what blocks yours from displaying.

BFrustrated
Contributor
Contributor
Posts: 2
Registered: ‎11-06-2021

Re: Live Chat is a terrible experience

Message 3 of 4
(568 Views)

Agreed.  They can't even create or escalate a ticket.  This is basic level 1/2 support operational task.

WileyLewis
Contributor
Contributor
Posts: 1
Registered: ‎12-07-2021

Re: Live Chat is a terrible experience

Message 4 of 4
(333 Views)

I absolutely agree with you.

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