Had an interesting experience the other day with a service provider that my wife and I use quite often. We had to contact them over a discrepency on our bill and decided to do so via their online chat function. At first thought, we were under the impression that this would take no time at all really to work out. We were wrong.

Now, before I get into this story too deep, let me refresh you somewhat on the small fact that I too used to work as a CSR for a couple of fairly well-known web hosts in the last couple of years. I was tasked with online chat among other duties and worked as a remote. For you readers that don’t understand this last part, it means I worked from my home. ;) Loved the commute to work!

Anyway, having spent time in online chat or live chat as it’s also known, I understood the fact that there are simply times when the technician can get over-whelmed with visitors. See, usually the tech has others working with him/her so that the work flow can be as seamless as possible. This is optimum as depending on the company and it’s service/product, the more working in live chat, the better. On this particular occasion, it was most definitely NOT an optimum experience. Read the rest of this entry »

Tags: ,