Live Chat - Customer Service Experiences? Helpful or not?
By Michelle
@infatuatedbby (94909)
United States
January 7, 2016 12:16pm CST
Some companies have a live chat feature where you can have all your questions and concerns (hopefully) answered. But how many of your live chats were helpful to you?
All my experiences via live chats were never helpful. I ended up always having to call the company afterwards.
For example:
+ AT&T, I asked for a cell phone family plan quote and was estimated a higher quote vs. on the phone from an agent.
+ AT&T U-Verse, I asked regarding why my bill increased by $15, and they weren't able to assist me.
+ Victoria's Secret, I forgot to use a promotional code at check out. And when I ask about my order, they tell me the promotional code I forgot to enter at check out is not valid on the items I purchase even though I have an email clearing explaining the code is in fact valid. It is a code you can use for an unlimited amount as I am a cardholder.
Any luck for anyone with live chat customer service representatives? I pretty much avoid live chats by all costs. It will waste my time and I will just call now.
5 people like this
6 responses
@AbbyGreenhill (45490)
• United States
7 Jan 16
I have used live chat on several different sites w/o a problem.
2 people like this
@infatuatedbby (94909)
• United States
7 Jan 16
That is great to hear live chat helped you without problems! I just have bad luck!
1 person likes this
@thesids (22180)
• Bhubaneswar, India
7 Jan 16
I have used live chat on two instances. One on my hosting agency - they could not identify my issue (forget the resolution). They used about 40 minutes of my time and theirs for almost nothing. The only thing that helped was - their last but one statement, Please call our Technical Support and raise a Ticket.
. Even their last statement - Have a Great Day ahead, did not seem to work.
On the second instance, it was on a shopping site. I had wanted to buy a pair of Denim Shorts but upon checkout, it simply did not accept my address. I tested if mine was working good on any other products, it was. So I activated the live chat. The guy/girl, whoever it was, asked my to buy the product that accepted my address for shipping/deliver. What the heck. I explained that I did not need that product anyway. but the person on the other end, just did not seem to accept that. I even sent them the screenshots and they asked me to check back tomorrow (and by tomorrow, there was going to be no offer). I explicitly asked if it was only the offer that was not applicable to my area, and they had no clue.
. Even their last statement - Have a Great Day ahead, did not seem to work.
On the second instance, it was on a shopping site. I had wanted to buy a pair of Denim Shorts but upon checkout, it simply did not accept my address. I tested if mine was working good on any other products, it was. So I activated the live chat. The guy/girl, whoever it was, asked my to buy the product that accepted my address for shipping/deliver. What the heck. I explained that I did not need that product anyway. but the person on the other end, just did not seem to accept that. I even sent them the screenshots and they asked me to check back tomorrow (and by tomorrow, there was going to be no offer). I explicitly asked if it was only the offer that was not applicable to my area, and they had no clue.1 person likes this
@thesids (22180)
• Bhubaneswar, India
8 Jan 16
@infatuatedbby The end result of this call to my provider was somewhat good. I got to talk to their Lead who did give me his personal number (as I did mention the issues I faced with their Live Chat and how we spent 40 minutes practically for nothing). Since then, whenever I have an issue, I call him up directly and the matters are resolved faster.
1 person likes this
@infatuatedbby (94909)
• United States
8 Jan 16
Yes, I totally understand what you mean! Every time I have used the live chat feature - it was not helpful like you.
40 minutes is a long time of wasted time. In the end, you were not satisfied and you had to call. The least they could do was have technical support contact you back as you already wasted 40 minutes of your time!
1 person likes this
@infatuatedbby (94909)
• United States
8 Jan 16
@thesids Wow that is awesome that the lead gave you his direct number!! 
Sounds like a great outcome experience and if you have any questions you could ask him directly! (cut in line, yay!)
Sounds like a great outcome experience and if you have any questions you could ask him directly! (cut in line, yay!)1 person likes this
@youless (114117)
• Guangzhou, China
8 Jan 16
On the contrary, I found that most online stores here will provide the live chat with customers and their service is usually very good and helpful. As sometimes I will have questions to ask the buyers before I decide to buy the products. And I need the answer shortly and the live chat is a good solution to it.
1 person likes this
@infatuatedbby (94909)
• United States
8 Jan 16
That is great you experienced great service with the online stores you shop at!
1 person likes this
@celticeagle (189838)
• Boise, Idaho
7 Jan 16
If I just have a minor question I will use the Live Chat function on sites. I am surprised at the ones I use that do have this feature. It is great.
1 person likes this
@infatuatedbby (94909)
• United States
8 Jan 16
Yes minor questions, but billing or something they were unable to further assist me. I'm glad they could be helpful for you!
1 person likes this
@infatuatedbby (94909)
• United States
8 Jan 16
I am sorry to hear! I too have bad experiences but with different companies!
1 person likes this
@LadyDuck (502345)
• Italy
9 Jan 16
@infatuatedbby It seems that the customer support is no more what it used to be.
@fishtiger58 (29819)
• Momence, Illinois
7 Jan 16
I have used live chat customer service a few times and no they don't help they usually try to sell you something instead of the real reason you are chatting in the first place. So I don't use them anymore and just call instead.
1 person likes this
@infatuatedbby (94909)
• United States
7 Jan 16
I know right! I didn't find any help or use. I was getting ripped off more. I now just call instead also and get the hellp I need.
1 person likes this
@fishtiger58 (29819)
• Momence, Illinois
7 Jan 16
@infatuatedbby It's the best way.
1 person likes this
