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Failed Text Chat Support-how a Video Chat can solve the problem

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I was thinking of topics to write on when I came across an article about how a text chat support failed. A lot of my recent articles spoke about video conferencing and why businesses should incorporate with live video chat rather than live text or audio chat. This is a perfect example of how this problem could have been avoided had the company used a live video chat rather than a live text chat software.

A man who recently bought Battlefield 3 was having a tough time redeeming the code. As and when he tried to redeem the code, it gave an invalid message. He finally decided to contact the EA support customer care centre through the text chat support system. Here is a transcript of the conversation between the customer and the agent.

Customer: Hello, I bought battlefield 3 just last night, When I went to redeem the code it said it was invalid, I went back to the store and they recommend I try and contact you.

Agent: I sincerely apologize for the inconvenience caused.

Customer: Thanks.

Agent: May I please know from where have you purchased the game?

Customer: Gamestop.

Customer: in the UK

Agent: I would like to inform you that you need to contact your retailer in order to fix your issue.

Customer: I’ve contacted them twice but they said to contact you both times because you’re the supplier.

Agent: I will be right with you.

Customer: Ok. This sounds scary.

Customer: Joking.

Agent: May I please know the console on which you are playing the game.

Customer: PC.

Agent: Thank you for waiting. I’ll be with you in just a moment.

Customer: I’m sorry for the delay. I’ll be right with you.

Agent: Thank you for waiting. I’ll be with you in just a moment.

Agent: I’m sorry for the delay. I’ll be right with you.

Agent: I will be right with you.

Agent: I’m sorry for the delay. I’ll be right with you.

Agent: I will be right with you.

Agent: Are we still connected?

Customer: yes

Agent: I would like to inform you that our tools are under maintenance right not.

Agent: However, I suggest you to please contact us after couple of hours.

Customer: OK.

Your chat session has ended.

Video calling changing world

Video calling changing world

Now that definitely seems like a very irresponsible and disloyal employee. Not only does he treat his customer in a rude manner he also discontinues the chat with an extremely lame excuse. Now how could this be avoided using a live video chat?

In the first part of the guide on live video chat, I spoke about the advantages and disadvantages of live video chat. And one of the advantages I mentioned was the lack of credibility in a live text or audio chat software. In this text chat support conversation, the first irresponsible thing the agent did was to keep the customer waiting without any proper reason. Now let us consider this issue if the conversation happened through video. Firstly, and most importantly, the customer would have been able to see the agent during the conversation. Now if there actually was an urgent requirement for the agent to keep the customer on hold, the customer would have been able to see it. Basically, the customer would have been able to see if the agent was actually busy or if he is just bluffing it up. In simple words, with a live video chat it will be difficult for the agent to fool the customer because everything is visible to the customer.

The next excuse given by the agent was that there is a maintenance issue with the software and hence the customer should come back later. Just like the customer can see the agent with the live video chat, any maintenance issue can also be seen by the customer. Also, if it was any maintenance issue with the connection itself, the customer too would experience it. Hence, to say there are few tools under maintenance at the moment would be an excuse that can easily be caught on video.

In general, the mere function of a live video chat to enable face-to-face communicate itself solves most of the problem. When the customer can see the agent s/he is talking to, the agent is bound to make less excuses to end the conversation. Hence, such a bad customer care service could have been easily avoided using a live video chat insteaad of a text or audio chat software.

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This entry was posted on August 22, 2014 by in live video chat and tagged .