Technically not tech support

A chat representative will be with you in about 0 minute(s). Thank you for waiting.

Chat representative Antony has joined the session and is ready to help. To start, please provide your name and home phone number.

You: David Newland

You: 416-***-****

Antony: Hello and welcome to Bell’s chat service. How may I provide you with excellent service today?

You: Hi there. For three days my phones have been out, but my internet (with bell) works fine.

Antony: Thank you for bringing this matter to our attention, and I am sorry to hear that you are having this problem.

Antony: I regret the inconvenience that it has caused. Let’s see what I can do to get this fixed for you.

You: ?

Antony: May I call you by your first name?

You: Yes

Antony: Thank you, David.

Antony: Do you hear the dial tone when you pick up your receiver?

You: No

Antony: If you have no dial tone, you may be able to troubleshoot this yourself before reporting the problem.

Antony: Please click on this link for more details!

Antony: http://support.bell.ca/en-on/Home_phone/Phone_line/I_don_t_hear_a_dialtone_on_my_Bell_home_phone_line?step=1

You: Yes, but here’s my question.

You: How can I be receiving internet and not phone?

You: There is one line.

You: Two wires.

You: I can see them at my junction box.

Antony: That’s a technical issue. Kindly note that we are from the Chat department of Bell Home Phone. We deal with the billing queries of the Bell Home Phone account. Unfortunately, we have only limited access to the repair issues.

Antony: Please hold while I report your issue to our Repair department.

You: Here’s what it says beneath the button I clicked to get to you:

You: Bell Home phone Support for phone lines, features and long distance calling. Chat with an online representative 310 BELL (2355) Hours of operation Monday to Friday Saturday and Sunday Statutory holidays 8 a.m. to 7 p.m. 9 a.m. to 6 p.m. 9 a.m. to 6 p.m. Technical support available 24/7

You: Technical support available 24/7

You: Kindly note that please.

Antony: Yes, for the Bell Home Phone technical support, you can directly contact our Repair Department any time by calling 611 or 1-800-661-2190 from any telephone or cell phone.

You: How do you think I will call with my phone broken, Antony?

You: The button I clicked advertised Technical support available 24/7

You: That’s why I’m online.

Antony: David, I certainly understand that. That information says call 310 BELL (2355). We are from the Chat department of Bell Home Phone. We deal with the billing queries of the Bell Home Phone account. Also, we create repair ticket for the repair issues.

Antony: To know more details about the repair incident, you need to call 310-Bell (2355) as mentioned on the site.

You: Antony, why does the big button that says “CHAT” occur right next to that paragraph if it has nothing to do with it?

Antony: Or, you can directly contact our Repair Department any time by calling 611 or 1-800-661-2190 from any telephone or cell phone.

You: Well, I don’t have a cell phone, and my telephone is broken.

Antony: The paragraph never say phone technical issues are handled in chat.

You: No. It just says “chat now” in exactly the same place. I guess someone thinks I might want to talk to you for fun.

Antony: No, we handle billing issues and take the repair issues to report to our repair department. But, I am afraid, I may not be able to help you in diagnosing the exact issue. To know details about it, only a repair technician a help you with it.

Antony: I have successfully created the repair ticket for you.

Antony: Your issue will be taken care by our Repair Department.

Antony: Your home phone issue will be fixed maximum before 10.00 PM, tomorrow (Oct. 28th, 2011).

You: That’s really good to know Antony. Thanks for your help.

You: Who do I contact if the problem is not fixed?

The chat session should begin shortly, thank you for your patience.

The chat session should begin shortly, thank you for your patience.

One comment on “Technically not tech support

  1. Hi David,

    Thank you for documenting your experience with this live chat. I believe that companies that use chat on their website can benefit by either having trained personnel available on the chat or by at least making sure that the chat agents ask the right questions to gain rapport and be more engaging!. Check out our blog post on this subject as we have an example of a bad chat and an example of a good chat.

    I feel like your chat would have gone a lot better if the chat rep had just simply said “Yes, I can help you with gathering information and creating a repair ticket for you.” and just leaving out all that stuff about it not being his department.

    Essentially, as customers, we don’t care if it’s your department or not, and it doesn’t matter if you can’t solve the problem right away, as long as you can at least get the ball rolling for us. As chat agents, we can still be helpful by doing what we **can** do and then forwarding the information to the right personnel.

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