topic Re: BT web chats in Archive

BT web chats

SusieQ — Fri, 20 Nov 2009 11:13:09 GMT

I have just tried the BT webchat service, and was unfortunately interrupted by a short telephone call in the middle, which I had to take - when I returned to the webchat, the BT representative I had been dealing with had signed off and disconnected, but there was no way for me to keep the details of the conversation that I had been having, and either try to reconnect with the same representative, or pick up with somone else. I found this intensely frustrating. Why should I have to start the process all over again? Surely there is a simple way to sort this out? I can't be the first person to have been in this situation. Can you include a 'reconnect' function (even if with a new representative)? Or a reference number so that a new BT rep can pick-up on a previous conversation?

Luckily I have now finally spoken to a real life human being (I have been trying to sort out a problem with BT since 5th August!!). The webchat, in its current format, was a complete waste of my time.

Re: BT web chats

WilliamA — Tue, 11 Aug 2009 11:53:45 GMT

Hi SusieQ,

Thanks for taking the time to highlight this issue with BT Webchat. I have referred this to the appropriate owner within BT & will post a response as soon as they come back to me.

WilliamA.

Re: BT web chats

WilliamA — Thu, 13 Aug 2009 14:17:41 GMT

Hi SusieQ,

The BT Webchat developers are currently looking into your suggestion. I'm still awaiting a full response but will post it as soon as I receive it.

WilliamA.

Re: BT web chats

WilliamA — Mon, 17 Aug 2009 12:07:59 GMT

Hi SusieQ,

I've received the following response from our Webchat developers;

Hi, my name is Nick and I look after our website. Thanks for your insight, we think that's a great idea! As a result of your idea we're looking into providing an emailed transcript of your chat with a reference number. If you have any other ideas for enhancements we'd love to hear them.

WilliamA

Re: BT web chats

WilliamA — Thu, 11 Mar 2010 13:42:54 GMT

Since this idea was posted we have developed the live chat functionality so that:

1) Each session provides customers with an opportunity to receive a full transcript of the session they have just had.

2) If a session is lost for some reason, for example if a customer’s connection drops, the live chat session will still get recorded as an incident in the chat agent’s console, together with the customer’s email address, and if the customer opens a new chat session at a later date the chat agent will be able to see what was discussed in the earlier session, to enable continuity.’

Status changed to: Implemented

WilliamA — Thu, 11 Mar 2010 13:43:19 GMT