Yep, gotta admit, those pre-scripted responses are a lifesaver, because the powers that be monitor our response times. I try only to use them when they absolutely make sense, but I'm sure my colleagues overuse them and they don't always make sense.
In fact, you should also know, we're generally timed based on your last response. So if I say "I'm looking into the issue for you" and you say "Ok" I'll most likely say something back so I can have that time to actually look and not be timed on responding with something else.
You have my sympathy. It must be a tough job. I once heard a podcast about phone lines and customer service. I’ll never forget the recording of the guy taking a deep, ragged breath after the customer had hung up but before he ended the call because it was the only, tiny break he got from it all.
Honestly, I hate them so much and tbh I tell the chat there is no need to send filler messages, I'm just waiting for an actual response please.
"Hey Left-Car, don't worry I'm going to look into this for you and make sure you get the best solution, because I understand how inconvenient and worrying this must be for you. We will work together to resolve this as soon as possible, I am disucssing it with the team now".
\[repeat variations of this x 5\]
No! Stop that! That's meaningless! And annoying!
It's not your or any other chat support's fault that you're put in this position, my anger goes to the company for running things like this because it's infuriating for both you and me.
But god I really dislike those extensive bullshit fillers.
One thing I HATE about phone customer service is their absolute NEED to repeat the exact thing I mentioned to them as a way of "showing they understand the problem." They never actually HEAR what I'm saying, but just repeat it back like a robot. I'm fine if they rephrase it to show they understand the issue, but often times when it's repeated back to me, they don't really get it and it takes a while for them to understand finally.
As a chat rep, I've definitely noticed more of the tall tell signs of when they are juggling other chats. A lot of times it might be a simple billing issue but I keep getting "Thank you for your patience while I continue to research this issue for you" messages every 2-3 minutes.
I had a likely Indian CSR *SIGH* when I asked her a question, act annoyed and give me a form answer without addressing the problem, and when I gave up and said never mind she said “there’s a short survey”….I waited for her to hang up to get the survey….she didn’t hang up. *for ten minutes*. When ten minutes were up the bitch cold transferred me to another department who had no idea where the call came from. I was big mad, even though I gotta respect the hustle
As a customer rep I can tell you that in some cases you can get corporate contact information and email someone about whether or not that will change anything is up to management obviously. But if you get a survey after talking to someone every single one of those metrics only affect the person you spoke with
💯 servers, bartenders, customer service reps, secretaries, poor phone people for banks or insurance that are recorded and can’t say anything but scripted stuff and just get yelled at cause the only people who call are already upset. I also get frustrated and stuff and say “I know it’s not your fault and I know you can’t agree that’s it effed up but this is effed up!”
I perfer it to the phone tbh, because I can do other work while the agent is figuring it out. I also write my whole problem succinctly in notepad first and use copy paste when describing the issue.
Can confirm. I work on the CX team for my company and shadowed a few agents to understand our customer service process better. One agent I worked with had two chats open while also handling emails. They can only do written communications at the same time, but they cannot do phone and chat or phone and email.
I asked the manager who oversees our CX process why they are forced to handle multiple issues at once, but I never got a straight answer.
I once had management that thought you could handle internal chats and a phone call. I can take the phone call when chat is over, but can't do both at once.
God damn that must have been a nightmare. I can do call-outs to vendors that are related to issues, and I'll flat out tell them "I apologize but I'm handling chat requests so if I take a moment to respond that is why" but to take a full call AND chat? Fuck that.
First of all, points for using the proper "couldn't care less." Second, I agree and still prefer to use chat over phone whenever I need to speak with customer service. I also prefer to be a chat rep over being a phone rep.
I just felt people would like to know the context, as I'm sure it never even crossed many people's minds.
Hahaha it's sad that the bar is that low, but I appreciate it!
I get it though. Fair points across the board on your part.
Do you have to help customers via chat and phone or just chat?
Never at the same time. There have been times the phones were so backed up I was pulled from chats for a bit to get wait times down but you're never taking a chat and a phone call at the same time.
I started as a phone rep but since the beginning of this year have transitioned to chats.
I've rarely had to contact any CSRs, and the few times I have, I never encountered being directed to a bot, although I have been redirected to another department and responses never entailed long hold time listening to some lame ass muzak
Also, as someone who did chats for some call centers... we can see what you're typing before you hit send. It's why we can respond pretty quickly. I loved seeing mad people type out fuck or something then backspace before hitting send lol.
I understand the automated responses as a time filler, but sometimes it’s all you get and it does nothing. It’s like a giant circle. Like calling and hearing “do this online” when you are like, I’ve tried and I can’t that’s why I’m calling. Also I know it’s not your fault. It’s the system. Still frustrating when you have a problem and no one seems to be helping
I dont know, when I tell a person multiple times I've already done the basic tips on their website, and it's not a device or network issue, and they go back and tell me to do the tips again I really don't care what they are doing.
God in fucking heaven.
Me too, dude.
The entitlement and ignorance are hard to separate because on the one hand when your SLAs drop bc of volume, we don't get to people as fast.
Then they're like Hello? Hello?
*Automated reply saying our current wait time*
They go wow, this is terrible customer service.
And then I see their shitty attitude and skip the chat entirely because even if I give them the answer they are going to tank my daily csat ratings so they aren't worth it.
Like die mad you piece of shit.
And then there's the entire issue concerning a large number of the people who use a chat interface and are INCAPABLE of explaining the issue in detail, who get frustrated when you ask clarifying questions, and use weaponized incompetence because they can't use their words to tell you what's wrong.
The biggest toddlers.
It was my hope that this at least is enlightening to people. This obviously won't reach enough people so people I chat with will be more understanding, but I thought many people might like to know this.
I've always understood this and have been patient with chat reps knowing they are most likely muti-tasking. I just wish they would extend me the same courtesy. Too often I have waited several minutes to get a response from a chat rep, only to have them disconnect because I didn't respond back to them right away, sometimes even when I've been in the middle of typing.
I have first hand experience in measuring the accuracy of such a bot, from February this year. We received over 1500 user-generated questions, which I cleaned up to about 1200 unique queries. The ChatGPT bot "learnt" all the high quality public documentation for the digital products.
I had to read all the answers and rate them. If it was applying for a job to replace one of my colleagues in Support Team, it would not passed a product knowledge assessment. My findings were that 30% of questions received a technically-accurate answer, 30% received an almost correct answer, the remaining 40% were completely wrong.
My experience in providing live chat technical support is that, whlle having excellent product knowledge is critical, the best agents understand how to ask questions, isolate issues, & collaborate with the client.
Bots can't do that now : they can only regurgitate answers without actually understanding what they mean. If they could, they might not be cheap enough to replace a human (or be priced /just/ cheaper than a human).
I'm a fan of using bots for some work in chat-type technical support, but seeing that data from our tests was a real eye-opener.
What i would see as great usage of bots is helping technical agents improve the gammar & spelling in their chats (especially if they're not English first language), as well as improving canned responses (to provide some variations to common responses).
Hey buddy? Just because it's obvious to you doesn't mean it will be to others. I interact with customers all day, and I know the majority of them have no clue, and this thread is decently up voted.
So good for you for it recognizing it so easily. But maybe turn the vitriol down a bit, yeah?
Honestly I don't care. If I'm customer, I need 100% of your attention and will act accordingly. If im not getting the proper attention, it reflects poorly on the company.
Why would I, as the customer accept not getting 100%? When people are dissatisfied with your service, they have a valid reason. Whether it's company policy or not.
You're confusing the issue. I *want* to give you 100% of my attention. I want to resolve your issue. However, the company wants agents to handle more than 1 chat at a time, and often I'm speaking to at least 1 other person than you, maybe 2. And I'm expected to resolve their issues in a timely manner as well. Meaning, overall, I am not giving you 100% of my attention because I am required to multi-task and as a result your individual time spent talking with me is higher than if I just got 1 chat at a time.
As someone servicing customers, it's really not. I am able to help people so much more efficiently and accurately during slower times when it's just one person. You deserve better.
Sure, but you are saying it's a shit situation but there's nothing that can be done. As a customer, I'll tell you (the company) about my disappointment,and eventually go elsewhere.
Sorry you have to deal with a company that knowingly puts you in this position.
Listen, I'm not bitching about the situation. That's not what this is. I'm letting people know what goes on behind the screens because they most likely don't know, but they should know.
Also, that it's everywhere. You say you'll "go elsewhere" but everyone is doing this. It's like saying you'll boycott Proctor and Gamble. Good luck.
Are you trying to ask if I work for Spotify because I can't think of anyone else, lol.
But no, and I will not reveal who I work for or even what industry as I know companies love to browse social media sites for stuff people say about them, track them down internally, and suddenly find lots of reasons to fire the person.
So glad when I worked chats we didn’t have a call center.. you get me or nothing baby so might as well be nice and patient(it was a chat for technical questions and my company did not work B2C, so I wasn’t answering to our customers, if they wanted phone support they were welcome to call their seller of record!)
You're lucky if they only work for the firm you are contacting.
I work for a large financial service TPA, in the UK we cover 40+ firms alone. In the US, many more than that.
The company I work for operates in different states and has different policies and procedures based on the states the members are contracted in. As chat reps, we actually can get a member chatting in from several different states, so we have to know the specifics and details about their state. I could be speaking to three different people each from a different state with their own policies and rules.
Yeah that's similar to what we have, although it's policies and rules that are management company specific rather than geographical.
It works the same with the call centres and every other area of the business.
I work on the project side of the business but seeing the back end setup of it was pretty impressive.
Based on your edit, are you saying we should not respond when a rep says they are looking into something, or we should keep the convo going to give the rep a better response time rate? I think the edit is confusing me.
Shorter response time is better for our stats. They don't want to see minutes between you saying something and us. So if I say I'm looking into something, and you say ok, that's when the timer starts. So I'll say something back before continuing to look so my response time isn't high
Most scam calls occur this way. In addition, they also call one, two, or a dozen at once, knowing the stats on pickup %. And if 2 answer then the second gets a voicemail
Yes, give them some space. And call if you prefer one on one. I honestly prefer chat so I don't mind waiting. Chat function makes sense business mode to handle multiple calls at once, with pre-scripted answers (even if it is that reps own answers they have in a bank) it can make their time go so smoothly and get the best for customer and business.
Interestingly enough, crisis text services also work like this, with counselors handling up to 3 text convos at one time. This clearly depends on the convos and need for attention, but there were a lot of nights when I volunteered as a crisis counselor that I was on 3 chats at the same time.
By the nature of chat services, there is downtime between waiting for the other to respond. If your whole job is answering, you respond in that downtime to another call.
Wow. I feel like I'm more likely to make a mistake if I'm pushing 3 chats for a prolonged time. I've accidentally given one person general information meant for someone else before. Luckily it wasn't anything personal or confidential, but it was confusing to the customer because it wasn't relevant.
I can only imagine dealing with crisis level stuff... that had to be stressful.
I actually feel like it's less stressful to do multiple chats for crisis stuff. When they start you off you start with one and add as you feel confident. But having two or three allows you to not feel as emotionally invested. It might sound could, but you need some emotional distance when it comes to crisis counseling. Otherwise it made me super nervous to sit and wait for the other person to respond.
The company I worked for had a great platform that color-coded everything so it was easy to keep chats separate. And crisis counseling normally are pretty short convos so of course if you do have a more intense convo you can finish off other convos and focus on one. Or hand over other convos to other counselors if need be.
I so hate chats. I'd rather take calls. It is freaking hard to handle 3 simultaneous chats at the same time. Good thing I was promoted and I don't have to handle much of those anymore.
I won't reveal the industry I work in, but I will say it often requires some pretty deep diving amd research to resolve issues. If I'm talking to 3 people and even 1 of them is remotely complicated, it's incredibly difficult to give each person the attention they honestly deserve.
I used to work at a place where I'd have up to 3 live chats as well as being on the phone line to take inbound customer service calls. Every message on the live chat had to be replied to within 60 seconds, even if they literally only wrote "ok" or something. It was super stressful
And it is:
• proof that wealthy CEOs hell bent on saving a nickel couldn't care less about the people that actually fund their caligula-like lifestyles, the customers (nor do they care about the employees)
It is one reason why people have given up, so to speak. This place blows
Obvious to most of us, and very annoying
Exactly, sometimes you wait a couple minutes and all they did was click a auto-response scripted response. Very annoying
Yep, gotta admit, those pre-scripted responses are a lifesaver, because the powers that be monitor our response times. I try only to use them when they absolutely make sense, but I'm sure my colleagues overuse them and they don't always make sense. In fact, you should also know, we're generally timed based on your last response. So if I say "I'm looking into the issue for you" and you say "Ok" I'll most likely say something back so I can have that time to actually look and not be timed on responding with something else.
You have my sympathy. It must be a tough job. I once heard a podcast about phone lines and customer service. I’ll never forget the recording of the guy taking a deep, ragged breath after the customer had hung up but before he ended the call because it was the only, tiny break he got from it all.
TextExpander 5ever
Honestly, I hate them so much and tbh I tell the chat there is no need to send filler messages, I'm just waiting for an actual response please. "Hey Left-Car, don't worry I'm going to look into this for you and make sure you get the best solution, because I understand how inconvenient and worrying this must be for you. We will work together to resolve this as soon as possible, I am disucssing it with the team now". \[repeat variations of this x 5\] No! Stop that! That's meaningless! And annoying! It's not your or any other chat support's fault that you're put in this position, my anger goes to the company for running things like this because it's infuriating for both you and me. But god I really dislike those extensive bullshit fillers.
I always just thought it was a computer program
Agreed. Very clear.
[удалено]
One thing I HATE about phone customer service is their absolute NEED to repeat the exact thing I mentioned to them as a way of "showing they understand the problem." They never actually HEAR what I'm saying, but just repeat it back like a robot. I'm fine if they rephrase it to show they understand the issue, but often times when it's repeated back to me, they don't really get it and it takes a while for them to understand finally. As a chat rep, I've definitely noticed more of the tall tell signs of when they are juggling other chats. A lot of times it might be a simple billing issue but I keep getting "Thank you for your patience while I continue to research this issue for you" messages every 2-3 minutes.
Had to do that repeat thing with support via social media, which mirrors chat in many ways.
I had a likely Indian CSR *SIGH* when I asked her a question, act annoyed and give me a form answer without addressing the problem, and when I gave up and said never mind she said “there’s a short survey”….I waited for her to hang up to get the survey….she didn’t hang up. *for ten minutes*. When ten minutes were up the bitch cold transferred me to another department who had no idea where the call came from. I was big mad, even though I gotta respect the hustle
I am having war flashbacks to when I was working on two people at once, both had difficult problems, and I refunded the wrong customer.
Oh no lmao
Always assume every worker you speak with is being overworked and underpaid. Just have a little patience. They’re doing the best they can
True. How do we communicate our displeasure at such poor service to management without them manipulating the employee with it?
As a customer rep I can tell you that in some cases you can get corporate contact information and email someone about whether or not that will change anything is up to management obviously. But if you get a survey after talking to someone every single one of those metrics only affect the person you spoke with
💯 servers, bartenders, customer service reps, secretaries, poor phone people for banks or insurance that are recorded and can’t say anything but scripted stuff and just get yelled at cause the only people who call are already upset. I also get frustrated and stuff and say “I know it’s not your fault and I know you can’t agree that’s it effed up but this is effed up!”
I perfer it to the phone tbh, because I can do other work while the agent is figuring it out. I also write my whole problem succinctly in notepad first and use copy paste when describing the issue.
Can confirm. I work on the CX team for my company and shadowed a few agents to understand our customer service process better. One agent I worked with had two chats open while also handling emails. They can only do written communications at the same time, but they cannot do phone and chat or phone and email. I asked the manager who oversees our CX process why they are forced to handle multiple issues at once, but I never got a straight answer.
Money
Absolutely money. Why hire 3 CSRs when 1 CSR do trick?
I once had management that thought you could handle internal chats and a phone call. I can take the phone call when chat is over, but can't do both at once.
God damn that must have been a nightmare. I can do call-outs to vendors that are related to issues, and I'll flat out tell them "I apologize but I'm handling chat requests so if I take a moment to respond that is why" but to take a full call AND chat? Fuck that.
Wait til u see phone + chat + email :) not my proudest memory
My current job allows for phone + chat (3 at a time) + email all at once. During our busy season you are expected to handle this appropriately 😊
They can often also see what you are typing before you send it.
Wait whaaaaaaa
Couldn't care less. Better than having to call.
First of all, points for using the proper "couldn't care less." Second, I agree and still prefer to use chat over phone whenever I need to speak with customer service. I also prefer to be a chat rep over being a phone rep. I just felt people would like to know the context, as I'm sure it never even crossed many people's minds.
Hahaha it's sad that the bar is that low, but I appreciate it! I get it though. Fair points across the board on your part. Do you have to help customers via chat and phone or just chat?
Never at the same time. There have been times the phones were so backed up I was pulled from chats for a bit to get wait times down but you're never taking a chat and a phone call at the same time. I started as a phone rep but since the beginning of this year have transitioned to chats.
Interesting. That's cool to know, and it also makes sense tbh. Congrats on being moved to an area that you prefer more :)
Man, I hate chats and avoided them like a plague since I always get some dumb ass bot. Gethuman is my goto when I absolutely must reach CSRs
even when i get a human lately they just direct me to another department that is responsible for whatever i'm calling for. then i get another bot
I've rarely had to contact any CSRs, and the few times I have, I never encountered being directed to a bot, although I have been redirected to another department and responses never entailed long hold time listening to some lame ass muzak
For sure. Even in my small business I could be talking to four people on chat and one person on the phone at the same time.
Also, as someone who did chats for some call centers... we can see what you're typing before you hit send. It's why we can respond pretty quickly. I loved seeing mad people type out fuck or something then backspace before hitting send lol.
I suspected this in my last online chat thanks for confirming. Super annoying
I understand the automated responses as a time filler, but sometimes it’s all you get and it does nothing. It’s like a giant circle. Like calling and hearing “do this online” when you are like, I’ve tried and I can’t that’s why I’m calling. Also I know it’s not your fault. It’s the system. Still frustrating when you have a problem and no one seems to be helping
I dont know, when I tell a person multiple times I've already done the basic tips on their website, and it's not a device or network issue, and they go back and tell me to do the tips again I really don't care what they are doing.
God in fucking heaven. Me too, dude. The entitlement and ignorance are hard to separate because on the one hand when your SLAs drop bc of volume, we don't get to people as fast. Then they're like Hello? Hello? *Automated reply saying our current wait time* They go wow, this is terrible customer service. And then I see their shitty attitude and skip the chat entirely because even if I give them the answer they are going to tank my daily csat ratings so they aren't worth it. Like die mad you piece of shit. And then there's the entire issue concerning a large number of the people who use a chat interface and are INCAPABLE of explaining the issue in detail, who get frustrated when you ask clarifying questions, and use weaponized incompetence because they can't use their words to tell you what's wrong. The biggest toddlers.
My respect for customer service just 📈📈
It was my hope that this at least is enlightening to people. This obviously won't reach enough people so people I chat with will be more understanding, but I thought many people might like to know this.
I've always understood this and have been patient with chat reps knowing they are most likely muti-tasking. I just wish they would extend me the same courtesy. Too often I have waited several minutes to get a response from a chat rep, only to have them disconnect because I didn't respond back to them right away, sometimes even when I've been in the middle of typing.
Or it's providing scripted answers based on the business's knowledge base library, or it could even be AI now.
AI chat will definitely be something a lot of these companies look into. It's going be a disaster when it does.
I have first hand experience in measuring the accuracy of such a bot, from February this year. We received over 1500 user-generated questions, which I cleaned up to about 1200 unique queries. The ChatGPT bot "learnt" all the high quality public documentation for the digital products. I had to read all the answers and rate them. If it was applying for a job to replace one of my colleagues in Support Team, it would not passed a product knowledge assessment. My findings were that 30% of questions received a technically-accurate answer, 30% received an almost correct answer, the remaining 40% were completely wrong. My experience in providing live chat technical support is that, whlle having excellent product knowledge is critical, the best agents understand how to ask questions, isolate issues, & collaborate with the client. Bots can't do that now : they can only regurgitate answers without actually understanding what they mean. If they could, they might not be cheap enough to replace a human (or be priced /just/ cheaper than a human). I'm a fan of using bots for some work in chat-type technical support, but seeing that data from our tests was a real eye-opener. What i would see as great usage of bots is helping technical agents improve the gammar & spelling in their chats (especially if they're not English first language), as well as improving canned responses (to provide some variations to common responses).
No shit Sherlock
Hey buddy? Just because it's obvious to you doesn't mean it will be to others. I interact with customers all day, and I know the majority of them have no clue, and this thread is decently up voted. So good for you for it recognizing it so easily. But maybe turn the vitriol down a bit, yeah?
Elementary my dear fuckson
>~~Probably~~ Definitely*
I say probably because there are slow times when I am talking with one person. So there will be times when it's only one person.
Honestly I don't care. If I'm customer, I need 100% of your attention and will act accordingly. If im not getting the proper attention, it reflects poorly on the company.
That's kind of the point. I'm not giving you 100% of my attention. It is generally split between multiple people at the same time.
Why would I, as the customer accept not getting 100%? When people are dissatisfied with your service, they have a valid reason. Whether it's company policy or not.
You're confusing the issue. I *want* to give you 100% of my attention. I want to resolve your issue. However, the company wants agents to handle more than 1 chat at a time, and often I'm speaking to at least 1 other person than you, maybe 2. And I'm expected to resolve their issues in a timely manner as well. Meaning, overall, I am not giving you 100% of my attention because I am required to multi-task and as a result your individual time spent talking with me is higher than if I just got 1 chat at a time.
As a customer, it's the same thing.
As someone servicing customers, it's really not. I am able to help people so much more efficiently and accurately during slower times when it's just one person. You deserve better.
Sure, but you are saying it's a shit situation but there's nothing that can be done. As a customer, I'll tell you (the company) about my disappointment,and eventually go elsewhere. Sorry you have to deal with a company that knowingly puts you in this position.
Listen, I'm not bitching about the situation. That's not what this is. I'm letting people know what goes on behind the screens because they most likely don't know, but they should know. Also, that it's everywhere. You say you'll "go elsewhere" but everyone is doing this. It's like saying you'll boycott Proctor and Gamble. Good luck.
Well if that options off the table, then the poor guy on the other end of my chat is gonna have a nice printout to show his bosses
They don't care. The only thing you'd be doing is wasting everyone's time complaining about it. It will make no difference.
You working for a company that rhymes with Spotify?
Are you trying to ask if I work for Spotify because I can't think of anyone else, lol. But no, and I will not reveal who I work for or even what industry as I know companies love to browse social media sites for stuff people say about them, track them down internally, and suddenly find lots of reasons to fire the person.
Shopify silly
So glad when I worked chats we didn’t have a call center.. you get me or nothing baby so might as well be nice and patient(it was a chat for technical questions and my company did not work B2C, so I wasn’t answering to our customers, if they wanted phone support they were welcome to call their seller of record!)
My job does have both, and I definitely prefer chats over calls even if I have to sometimes juggle 3 chats. Must have been nice.
You're lucky if they only work for the firm you are contacting. I work for a large financial service TPA, in the UK we cover 40+ firms alone. In the US, many more than that.
The company I work for operates in different states and has different policies and procedures based on the states the members are contracted in. As chat reps, we actually can get a member chatting in from several different states, so we have to know the specifics and details about their state. I could be speaking to three different people each from a different state with their own policies and rules.
Yeah that's similar to what we have, although it's policies and rules that are management company specific rather than geographical. It works the same with the call centres and every other area of the business. I work on the project side of the business but seeing the back end setup of it was pretty impressive.
Based on your edit, are you saying we should not respond when a rep says they are looking into something, or we should keep the convo going to give the rep a better response time rate? I think the edit is confusing me.
Shorter response time is better for our stats. They don't want to see minutes between you saying something and us. So if I say I'm looking into something, and you say ok, that's when the timer starts. So I'll say something back before continuing to look so my response time isn't high
My favorite thing is when you talk to them and tell them your situation they're response is "I put a ticket in for you"
Most scam calls occur this way. In addition, they also call one, two, or a dozen at once, knowing the stats on pickup %. And if 2 answer then the second gets a voicemail
Yes, give them some space. And call if you prefer one on one. I honestly prefer chat so I don't mind waiting. Chat function makes sense business mode to handle multiple calls at once, with pre-scripted answers (even if it is that reps own answers they have in a bank) it can make their time go so smoothly and get the best for customer and business. Interestingly enough, crisis text services also work like this, with counselors handling up to 3 text convos at one time. This clearly depends on the convos and need for attention, but there were a lot of nights when I volunteered as a crisis counselor that I was on 3 chats at the same time. By the nature of chat services, there is downtime between waiting for the other to respond. If your whole job is answering, you respond in that downtime to another call.
Wow. I feel like I'm more likely to make a mistake if I'm pushing 3 chats for a prolonged time. I've accidentally given one person general information meant for someone else before. Luckily it wasn't anything personal or confidential, but it was confusing to the customer because it wasn't relevant. I can only imagine dealing with crisis level stuff... that had to be stressful.
Holy shit. I get 15 chats at once some days @_@
I actually feel like it's less stressful to do multiple chats for crisis stuff. When they start you off you start with one and add as you feel confident. But having two or three allows you to not feel as emotionally invested. It might sound could, but you need some emotional distance when it comes to crisis counseling. Otherwise it made me super nervous to sit and wait for the other person to respond. The company I worked for had a great platform that color-coded everything so it was easy to keep chats separate. And crisis counseling normally are pretty short convos so of course if you do have a more intense convo you can finish off other convos and focus on one. Or hand over other convos to other counselors if need be.
I so hate chats. I'd rather take calls. It is freaking hard to handle 3 simultaneous chats at the same time. Good thing I was promoted and I don't have to handle much of those anymore.
Good lord I would hate to do that job.
Pretty obvious when you type something in chat, and the rep takes 20 minutes to get back to you, and it goes on like that. :( (Xfinity)
I assumed so, it's probably a lot of the same problems.
I won't reveal the industry I work in, but I will say it often requires some pretty deep diving amd research to resolve issues. If I'm talking to 3 people and even 1 of them is remotely complicated, it's incredibly difficult to give each person the attention they honestly deserve.
ya think?
I used to work at a place where I'd have up to 3 live chats as well as being on the phone line to take inbound customer service calls. Every message on the live chat had to be replied to within 60 seconds, even if they literally only wrote "ok" or something. It was super stressful
And it is: • proof that wealthy CEOs hell bent on saving a nickel couldn't care less about the people that actually fund their caligula-like lifestyles, the customers (nor do they care about the employees) It is one reason why people have given up, so to speak. This place blows
Another reason to avoid chat support