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Problem solving using chat line or SMS direct with agents

By: tigerbullygallagher | 08-09-2015 20:57

recently i near lost a phone number i have since the beginning, when was called cell phone and the company was Mercury! i have been paying to have the PAC number and transfering to all companies i have been using, since that time!

i am very loyal i used Cellnet that became 02 and i only went to Orange because by mistake my husband bought contract with Orange, because he wanted to buy a Blackberry and the contract was locked with Orange, i passed the number to Orange and i used Orange for near 10 years,, after pay as you go.

Now i idecided is better to buy a phone without contract with any company and unlocked, because you have freedom ...i heard of Giffgaff and made sense to stay free!

.GIFFGAFF eas the perfect choice, i loved and the price was fantastic, i loved you did not spend money with unecessary services and expensive advertising and seemed invested the money in providing good reception, i had i few problems but everybody has! nothing is perfect 100 percent!

But this changed now you can not open a newspaper or browser without see the Giffgaff advert.

i tried to be a good costomer and not spend unecessary internet time and preferring to use broadband when i was paying unlimited use of internet, because i knew is expensive and i did not want to abuse,

i only started to pay less montly because somebody in GIFFGAFF told me to..

but everytime we need assitance with problems takes too long to be solved because is very repetitive subject and a labyrint that confuses!

if you try a Agent takes too long for answer, and because of that i near lost my number, i had to call my mother to try to give her the new number, she is near 100 years and she can1 keep in her memory new numbers and things, and she does not know how to use all the numbers...she gets confused and makes mistakes and end up making worse and gets upset! she got used to my old number and is automatic for her, and she has with her all the time if she needs! She was very upset and could not understand, i had to tell her the new number several times, to call her a few days to tell forget!

was very upsetting calling everybody i know to tell then i lost my number! and a few days to call again to tell i did not lost!

i am not complaining i got my number back, i am complaining of the waste of time and the upsetting that caused, all uneccessary...

if i could contact a Agent in real time or through SMS this would not have happened,

it is why i am asking for you to please start a service so members could contact qgents in real time to solve their problems and doubts !

thank you

iza

Comments

by: 46619c
on: 13-10-2017 21:01

Nice

by: dazoo
on: 16-04-2016 13:37

yes a number to call giffgaff or chat be welcome but this way will properly just as long to sort the issue and will cost us members in the end for the service.Maybe chat if don't mind waiting for ever for someone to become availableas this be very busy.

Edited
by: firoze
on: 14-04-2016 11:02

This ALWAYS comes up as an idea.

The whole point of Agents is their considered online management, and live chats would take up all their time. So no...

by: jaycat
on: 14-04-2016 10:36

Live chat is suggested on a very regular basis, so this idea is a duplicate I'm afraid.

Also my guess is that most people would class their issue as urgent/important & use it rather than the messaging system.  To have agents available in sufficient numbers for live chat would probably need more agents, or reallocating some of the existing agents - so slower message response times or higher costs

by: kim_x
on: 14-04-2016 10:25

I fear that this would lead to misuse of the facility, making wait times worse. A Live Chat facility would probably be seen as a quicker way to resolve a problem than interacting with the community (perhaps having to wait for subsequent responses if more detail is required or someone that knows more about the subject than the initial respondent.) As such, there would likely be an increase in members sending issues to an agent that should not be going to an agent.

by: momist
on: 13-04-2016 21:17

Sorry bud, the agents are usually 'up to their eyes' already and don't have time to chat.  Howeveer, there is an idea floating around suggesting that there could be set up a 'buddy' system, where each newbie is put in touch with an experienced user to ask for advice.  Have a look for that one and support it?

by: bullphit
on: 02-02-2016 08:07

Good idea 

by: weelesleymc
on: 01-02-2016 20:34

it took just over half an hour for me to get an answer from an agent the other day

by: sarahbanahnah
on: 01-02-2016 20:13

Please make a search before you post

by: xollobru
on: 01-02-2016 19:39

Like these ideas?:

https://labs.giffgaff.com/browse?sc=Live+chat&yt0=

Which ideas are selected for consideration and their chances of success depend on the number of votes they get, therefore copies which dilute the available votes actually reduce the ideas chances of being introduced.

To vote for an Idea is more powerful than posting the same Idea again (you can search to see if your Idea is already out there here https://labs.giffgaff.com/how