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The best reasons to try online chat customer service

From: Monday Productivity Pointers

Video: The best reasons to try online chat customer service

Hi there, I'm Jess Stratton. Sometimes, on a website, you just can't find the company phone number.

The best reasons to try online chat customer service

Hi there, I'm Jess Stratton. And welcome to Monday Productivity Pointers. Last week we talked about writing a customer service letter to file a claim. Well, an alternative to writing a letter or calling a customer support line on the phone, is using a live chat button on the company's website to type your grievance with a customer support rep on the other end. This can be a great way of solving your consumer issues. And I'm going to tell you a bit about why you might want to start doing it this way if you haven't done it already. So, let's talk about some reasons to try it out.

We'll start with some pros. Sometimes, on a website, you just can't find the company phone number. It could be buried. Or maybe they just have a form to fill out and you don't want to do that. But, they could have a big, click-here-to-chat button. So, why not? It's usually very easy to find on the website, so, it's a good starting point. It's also a matter of reading something versus listening to something. Me, personally, I know I do much better when I have something to read in front of me, rather than having a voice in my ear. Also, while there can be wait times for chats, which there certainly could be and usually are, they're generally less than a phone wait time would be.

Also, when you do an online chat you're connected directly to somebody. So there's no telephone menus and there's no dropped calls and them not knowing your phone number to call you back. Also, your going to get instant results. There's no sending an email, and waiting to hear back. Your going to have a solution at the end of the chat. And yes, that certainly happens on the phone too. But here's another really great pro. With a chat, you're going to get that outcome in writing. So how many times do you get promised something on the phone and there's no record of it for you to refer back to? And then when it doesn't happen, there's another phone call and you're trying to explain to somebody what that first rep said and you have no idea who that rep was and there's nothing in writing.

Well in a tech support chat window, you can copy and paste the text to keep it for your records. And you can even paste it into an email if you need it later for any reason. A lot of times, they'll actually have a copy and paste button right there in the chat window, just so that you can do that. It's worth it just for that alone, to get it in writing. Also, when you're typing something out, you don't have to deal with any confusing alphabet sounds. There's no more spelling things out on the phone, D as in David, Alpha, Foxtrot, Zulu.

You're typing so it's right there for both parties, both you and the rep to look at. The neat thing is too, an added bonus, is that you can also copy and paste things right into the chat window. Like order numbers, and hotel confirmation numbers. So there's no wasted time. You can paste it right in. There's no confusion, there's no translation errors. So I already talked once about how there can be a little wait time, though not as long as if you called on the phone. This is because the customer service rep is most likely handling multiple issues at the same time which they definitely couldn't do if they were on the phone.

This is also why some times there's a little delay in between when you type a message and when they respond. Sometimes it's hard to figure out what they're doing and why it's taking them so long to respond. But here's the thing though, that chat window will usually make a little ding noise when the other person responds. So this gives you the ability to keep working in another window, even while you're chatting with the rep. You just need to make sure that you kept your speakers on. So I saved my favorite reason for the end. It's just quieter this way. So, there's no way around it.

Customer service can take some time. And when you're on the phone, it can be hard to make sure that an entire household is quiet for that duration, especially if there's kids. But with a chat, it doesn't matter. You can even stream your favorite song and listen to music in the background which definitely makes customer service issues as pleasant as they can possibly be. It's kind of like getting to choose your own hold music. So now that I've sold you on the pros, we do need to talk about some cons. Now, one thing is, is that it's very hard to tell if you're talking to a real person or a robot.

Now either one is fine. The end result is the same. But keep in mind that even though it sounds like a real person it might not be. Also remember, we talked about how it could take a while for the other person to respond to you, because they're juggling multiple support calls. So this is one reason why I said earlier that even though there's a wait time it's far less than it would be if you call on the phone. So, I already put it in the pro section but I have to be fair, it's a negative two so I put it in the con section. Finally, you may be the type of person that just needs to hear somebody speaking on the phone rather than reading what they're saying.

You also might be the type of person that can articulate your issue better if you're speaking it, rather than typing it out. So it's a speaking versus typing, and a reading versus listening. At the end of the day, of course, I'll see this in every video, there's no right or wrong. You need to do what works the best for you. But hopefully, I've given you some good reasons to try it, if you haven't already.

Show transcript

This video is part of

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Monday Productivity Pointers

126 video lessons · 52923 viewers

Jess Stratton
Author

 
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  1. 4m 35s
    1. Using Google Sheets to make templates NEW
      4m 35s
  2. 10h 53m
    1. Welcome to the series
      1m 13s
    2. Running a group meeting with coworkers
      7m 19s
    3. Recording and marketing chat on air
      8m 30s
    4. Creating a quick presentation
      5m 37s
    5. Presenting from an iPad or computer
      3m 36s
    6. Migrating your accounts to Mint.com
      9m 55s
    7. Setting budgets and goals
      7m 4s
    8. Collaborating on team documents
      5m 53s
    9. Creating an online photo gallery
      4m 58s
    10. Kickstarter: Setting up your project
      10m 41s
    11. Driving traffic to your project
      5m 48s
    12. Conducting a voice call with a virtual team
      6m 40s
    13. Adding video and chat notifications
      4m 7s
    14. Accepting a payment with Square
      4m 35s
    15. Using the Square Wallet
      2m 32s
    16. Setting up shop on Etsy
      6m 31s
    17. Tracking your Etsy sales with Shop Stats
      4m 9s
    18. Raising your Klout score
      7m 3s
    19. Earning Klout perks
      4m 55s
    20. Skydrive: Collaborating on team documents
      4m 56s
    21. Skydrive: Accessing files on the go
      2m 57s
    22. Setting up Google alerts to track your data
      5m 5s
    23. Removing a page from the Google search index
      4m 42s
    24. Browsing privately in public
      4m 38s
    25. Cleaning up your session before logging out
      5m 8s
    26. Troubleshooting a remote computer with TeamViewer
      3m 42s
    27. Taking screenshots from a PC
      4m 12s
    28. Taking screenshots from a Mac
      3m 36s
    29. Setting up Find My iPhone
      3m 36s
    30. Using iCloud to find an iPhone
      3m 49s
    31. Sampling color from the screen
      5m 27s
    32. Using ColourLovers.com for inspiration
      3m 22s
    33. Get an audio clip onto YouTube using iPhoto
      5m 49s
    34. Creating playlists and customizing your YouTube channel
      5m 41s
    35. Record your screen using QuickTime
      3m 14s
    36. Record your screen using CamStudio
      2m 34s
    37. Using Tempo Smart Calendar when you are going to be late
      3m 9s
    38. Using Twist to let your customers know where you are
      3m 38s
    39. Using Wunderlist to track multiple projects
      9m 0s
    40. Use the Wunderlist browser extension to create tasks on the web
      5m 46s
    41. Using Smart Mailboxes with Mac Mail
      6m 52s
    42. Customizing the Mac Mail View
      7m 13s
    43. What's a firewall?
      7m 36s
    44. What is the Cloud?
      4m 42s
    45. Creating your own recipe with IFTTT
      7m 19s
    46. Browsing existing recipes with IFTTT
      5m 7s
    47. Installing the Feedly browser extension
      6m 34s
    48. Customizing Feedly
      6m 53s
    49. Understanding the basics of Twitter
      9m 9s
    50. Using Tweetdeck to handle multiple accounts
      9m 14s
    51. Working with URL Shorteners
      5m 45s
    52. Using bit.ly
      8m 31s
    53. Creating Quick Parts to re-use text
      6m 19s
    54. Moving your Autotext to a new computer
      6m 7s
    55. Shutting off access to social networks
      6m 18s
    56. Hiding taskbars
      2m 36s
    57. Exploring the iOS 7 Update
      10m 7s
    58. Running a productive online meeting
      3m 44s
    59. Getting meeting minutes faster
      6m 47s
    60. TextExpander for Mac
      7m 6s
    61. Breevy for Windows
      3m 44s
    62. Using Smart Folders on a Mac
      5m 52s
    63. Using Windows Libraries
      4m 25s
    64. Finding large attachments in your email apps
      5m 13s
    65. Use Ninite to install all your PC apps at once
      3m 30s
    66. Use Get Mac Apps to install your Mac apps at once
      2m 56s
    67. Creating a disposable email address with Guerrilla mail
      4m 7s
    68. Creating an email address that lasts only 10 minutes
      3m 16s
    69. Finding and adding local vendors to enhance your iOS reminders
      3m 45s
    70. Adding geofencing to Find My Friends
      3m 20s
    71. Turning a Word document contract into a PDF
      4m 1s
    72. Turning a PowerPoint presentation into a PDF
      4m 10s
    73. Resetting browser site passwords
      7m 11s
    74. Disabling toolbars, resizing screens, and accidentally closed tabs
      7m 42s
    75. Identifying your wifi's weakest link
      7m 59s
    76. Setting up dual band speed on your router
      7m 36s
    77. Add your social media activity to your website
      8m 54s
    78. Using WordPress mobile to update on the go
      4m 48s
    79. Matching the header row on your spreadsheet files
      8m 20s
    80. Using a formula to merge first and last name columns
      5m 58s
    81. Using JoliDrive to browse cloud app data
      5m 11s
    82. Using JoliDrive on an iPad
      4m 31s
    83. Finding deals on eBay using misspelled listings
      4m 18s
    84. Searching for promotional and coupon codes online
      5m 52s
    85. Sending real postcards from your computer with Postagram
      4m 25s
    86. Using Postagram to send a real postcard from your smartphone
      3m 55s
    87. Getting to Inbox Zero
      11m 4s
    88. Using existing GMail labels with Mailbox
      3m 19s
    89. Adding 2-step authentication
      3m 39s
    90. Enabling in-app PIN codes
      3m 31s
    91. Accessing your digital movies
      5m 20s
    92. Copying movies onto a device
      3m 25s
    93. Using Genius Scan to scan your documents
      3m 34s
    94. Sending your scans
      2m 41s
    95. Using Acrobat to ink sign a PDF
      4m 49s
    96. Writing a letter of recommendation
      7m 49s
    97. Constructing a successful press release
      4m 48s
    98. Troubleshooting wireless security
      4m 48s
    99. Writing a claim letter
      5m 22s
    100. The best reasons to try online chat customer service
      5m 9s
    101. How to do a firmware update
      6m 34s
    102. Siri, your iPhone assistant
      4m 48s
    103. Writing an email that gets read
      4m 51s
    104. Writing an email that requires action
      2m 54s
    105. Your Blu-ray questions answered
      3m 50s
    106. Using LittleBit to photograph your goal progress
      3m 9s
    107. Exporting WordPress blog entries
      3m 28s
    108. Understanding how Office 365 works
      5m 9s
    109. Using Waze for crowdsourced GPS
      2m 58s
    110. Downloading your Facebook timeline
      3m 10s
    111. Scheduling email with Boomerang
      4m 24s
    112. Google Labs for Calendar
      2m 58s
    113. Finding missing songs in iTunes on your iPhone
      2m 10s
    114. Requesting your Twitter archive
      2m 59s
    115. Using Doodle for easy group scheduling
      4m 59s
    116. Easily remote to another computer with Join.me
      3m 47s
    117. Keyboard shortcuts for YouTube
      2m 58s
    118. Easily annotate images with Skitch
      6m 4s
    119. Blurring photos for posting on social networks
      6m 41s
    120. Migrating to Google Apps
      9m 31s
    121. Get your Google Calendar schedule by email every morning
      3m 3s
    122. Using supplemental To Do apps
      3m 43s
    123. Getting alerts for Amazon price drops
      2m 36s
    124. Four tips to teach kids about websites
      8m 19s
    125. Caring for family members from afar
      4m 39s

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