Live Chat - operating hours update

[#1]

Sorry @agedgopher I haven't explained very well on that score. The review is 2 way. Not only to look at whether it needs to be reduced, but also to see whether we can extend it quicker and get back up to BAU

[#2]

@LouisaMartin  I am not trying to attack you , unfortunately here you are  one many faces of plusnet who respond here and we are glad that people like you do the job very well .

But when you sit this side of the fence you have a different perspective , i used to tell friends i am with Plusnet and gave glowing reports how things were handled here , But now Sorry but nope i dont even mention it .

I may only be one customer but i am not the only one who thinks the same

[#3]

Don't worry @rongtw I don't think you're attacking me and believe me, I'm in the same boat as you and just want to get this sorted and make sure our customers have the best service and are proud to say they're our customers!

[#4]

Just a thought ,, next time shut down the bookface and twitters first rather than the Chat

[#5]

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@rongtw wrote:

...shut down the bookface and twitters first...

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Amen to that.  

[#6]

I totally agree with the sentiment of closing down twitface - never to reopen - but that would not release much resource to do other things, beyond working on the forums.

Sadly the perspective is that twitface is the preferred communication interface for the still young enough to know everything generation (SYE2KEG) ... which means we are stuck with it and it is seen as the way to go.  The fact that it is disjointed and has no clear association with CRM systems seems completely lost on SYE2KEG - but hey users don't need to understand the difficulties of "doing it my way" causes.  Companies seem to be getting sucked into such unstructured interfaces even though such has always been the (understandable) objection to communication via email ... along with there being no assurance of successful transmission and receipt.  Personally I cannot see / understand how the same reservations do not apply to twitface.

[#7]

I know it's dangerous but I had another thought .
The Plusnet bookface from what I see is meh ,,,, why instead of posting weather reports, why not have a link to the forum here ?

[#8]

Signposting from unstructured channels to this space has been raised within the SU discussions on contact channels.  It is interesting to observe how some organisations use twitface to "acquire" users into their own forum / support spaces.  They use it as a contact channel, not a support channel, all support is delivered within their own CRM environment.
There is a big difference between using twitface to make contact and using twitface to run a complex support dialogue. Signposting customers into the core support vehicles enables customers to access a much larger resource pool, including more provider staff and in the case of forums knowledgeable customers.

[#9]

@Townman

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@Townman wrote:

Signposting from unstructured channels to this space has been raised within the SU discussions on contact channels.  It is interesting to observe how some organisations use twitface to "acquire" users into their own forum / support spaces.  They use it as a contact channel, not a support channel, all support is delivered within their own CRM environment.

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Of course, the pre-requisite for that action , would be to have enough staff on the phones, and Live Chat to be able to cope with the increased contacts from the likes of the "unofficial" sources.

Which.... as we all know.... is something that Plusnet is failing miserably at...

[#10]

Morning Everyone

Just wanted to give an update on next weeks operating hours for live chat:

Mon - Tues: 10:00 - 19:00
Wed - Fri: 07:30 - 22:00

As with the service last week we will continue to monitor and see how things go and again I'll post next Friday, with operating hours for the following week. Hopefully at that point we'll be able to bring operations back over the weekend.

Thanks

[#11]

Afternoon

This evening, I'm really sorry but we will need to close live chat at 9pm, this is a reduction of 1 hour from our previous message and is due to resource levels.

Next week, chat will be operating on the following hours:

Mon - Fri: 07:30 - 22:00
Sat - Sun: 12:00 - 16:00

Thanks

Louisa

[#12]

@LouisaMartin    Thank you for the update,   I Hope that this info, (particularly about the next week hours) appears on the "lets get you started" pages

[#13]

@LouisaMartin  is that going to posted on the PN Service Status for everyone to see ?

[#14]

Sorry @shutter where exactly is it you mean, not sure I understand

Happy to post else where though

[#15]

@rongtw happy to do that, not sure which is the best area to put it as the breakdowns are very product based, but I'll get the team to add it to SS on community and we'll have a look at best place to put it on plus.net.

Happy to take your suggestions