Monday, May 17, 2010

The Benefits of Customer Service Via Chats

I've been spending more time than usual with costumer service of various internet/phone companies. I'm in the midst of a switch. The switch being: Dumping my landline, in place of VOIP using Ooma and keeping a standalone DSL connection through my phone company. (I'll write more on my Ooma experience later.)

In the past, when I needed to contact my phone company (not to name any names: Qwest), It meant:

  • Listening to silly touch tone menus
  • Being put on hold for no predetermined amount of time
  • Talking to someone with an accent that sometimes was difficult for me to understand, not to mention what a hard time they have understanding me...
  • Walking around with a phone glued to my ear while I try to get other things done with the background noise of my lovely children
  • Finding it difficult to get a word in before the service representative commenced to tell me how to fix a problem they didn't yet fully understand
I decided to try out the costumer service chat option via my phone company's website. I love that:
  • Although I still have to wait, I can have both hands free and no phone glued to my ear while I wait
  • There's no such thing as awkward silence when chatting. It's okay if I don't respond to the service representative right away... I have time to think and formulate my questions and responses
  • The tone of voice and emotion of both people gets taken out of the communication
  • I feel a bit more brave to demand the service I want
  • While I'm sure that much of the costumer service is still foreign, there is less of a language barrier
  • I can say what I want to say without being cut off
  • Even though they may try to tell me I need to call customer service, I've found that if I hold my ground, they will answer my questions through the chat instead
I'm learning quickly that I prefer online customer service chats. So long as the company I'm dealing with offers this service, and my web connection isn't down, this is the way to go!


  1. Hello, Steph here from Qwest,

    I can definitely say having a chat or email option with a company is my preference as well. I did want to let you know if you ever need additional assistance with anything Qwest, please feel free to email us at or find us on twitter at

    Thank you

    Steph Lake
    Manager, Talk To Qwest Team

    "At Qwest your account information is confidential and protected by law, so I need your permission to access the account.”

  2. I always think it's funny how quickly reps from companies comment on blog posts! :)


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