BT has begun trialling a new instant-messenger style function called Live Chat, which much as the name would suggest, is designed to offer customers another way to get information, resolve queries or make purchases and will be particularly beneficial to those who have difficulty communicating via the telephone.



Live Chat provides access to a BT customer service advisor without the need to speak over the phone. They simply type in their question and a dedicated advisor responds straight away. BT’s Live Chat support hopes to cover all aspects of customer service, including:

• Billing queries
• Account changes – for example, to change phone and broadband package.
• Advice about products and services – for example, guidance on phones suitable for people with an impairment.
• Requesting BT literature in alternative formats - for example in large print, or as a text file suitable for screen reading software.

This is a very welcome move, especially in light of our new article today (here) about email based customer service and support quality. The support service itself can be accessed from http://www.bt.com/inclusion , where you just need to click on the 'Chat to us Live' banner.