Home
 » ISP News » 
Sponsored

UK ISP TalkTalk Puts More Effort into Providing Support via Online Chat

Thursday, February 26th, 2015 (10:44 am) - Score 1,296

Budget Internet and phone provider TalkTalk has teamed up with LivePerson in order to “move” from traditional telephone-based customer service to a “more advanced online engagement technology“. Apparently this means “quadrupling” the number of customer service enquiries it handles via online chat agents.

TalkTalk claims to have surveyed their customer behaviour and concluded that subscribers “increasingly prefer to self-serve online“, although no doubt there’s probably also an element of cost savings involved.

The solution, it would seem, is for TalkTalk to spend the next 12 months boosting their online chat services and thus lowering calls to the existing telephone support lines.

Sholto Mee, Head of Customer Services for TalkTalk, said:

Our customers don’t always want to have to pick up the phone or send an email when they need help online. They want fast help, in real-time, while they are on-site. We believe that digital customer service is the future, and we want our customers to be at the forefront of that revolution.

As the traditional ways of interacting with customers, like telephone hotlines, become obsolete, it’s vital that we invest in new technologies like LivePerson’s LiveEngage to maintain high levels of customer service in the brave new digital world.”

According to TalkTalk, the number of telephone calls into their contact centre have already halved over the last three years, with customer engagement via their online ‘My Account’ service increasing “dramatically” over the same period. Mind you Ofcom has also forced the ISP to correct a number of customer service failings over the past few years, which might have played a part.

Funnily enough TalkTalk’s website already offers an online chat service, although when we checked a moment ago it stated: “Chat Offline – Sorry, no available agents“. We’re assuming they’ll soon have more agents in order to deliver what they describe in today’s update as “the human touch“. Queue gushing PR video.. HERE.

Leave a Comment
7 Responses
  1. Avatar Eye to the left says:

    What happens when the customers can’t connect due to a service fault – Live Chat is going to work well then. Presumably most faults aren’t non connectivity I take it.

    1. Mark Jackson Mark Jackson says:

      The phone support will still exist, but presumably you’re right about the connectivity side.

    2. Avatar Bob2002 says:

      An issue arises where there is a “non-standard” connectivity problem that online/phone customer support(foreign based) aren’t capable of solving. Cases like those end up on the community forums where there is UK support(so you’ll need an Internet connection!) but it can take days to get a reply.

  2. Avatar Eye to the left says:

    This suggests the bulk of their calls from customers is not related to loss of connectivity unless of course the customer has an alternative connection to make the live chat connection.

    “According to TalkTalk, the number of telephone calls into their contact centre have already halved over the last three years, with customer engagement via their online ‘My Account’ service increasing “dramatically” over the same period.”

    Reduction in call handlers is fine so long as they don’t have a major connectivity issue/ failure.

  3. Avatar Mike C says:

    They aren’t changing tech support, they’re changing support for billing mostly, tech support will still be phone based. Although they will encourage you to self serve basic troubleshooting faults. Plus if you’re looking to leave, you will still need to speak with retentions in Preston

  4. Avatar riyajul says:

    I need talk talk costomer service free of cost ..

Comments are closed.

Comments RSS Feed

Javascript must be enabled to post (most browsers do this automatically)

Privacy Notice: Please note that news comments are anonymous, which means that we do NOT require you to enter any real personal details to post a message. By clicking to submit a post you agree to storing your comment content, display name, IP, email and / or website details in our database, for as long as the post remains live.

Only the submitted name and comment will be displayed in public, while the rest will be kept private (we will never share this outside of ISPreview, regardless of whether the data is real or fake). This comment system uses submitted IP, email and website address data to spot abuse and spammers. All data is transferred via an encrypted (https secure) session.

NOTE 1: Sometimes your comment might not appear immediately due to site cache (this is cleared every few hours) or it may be caught by automated moderation / anti-spam.

NOTE 2: Comments that break our rules, spam, troll or post via known fake IP/proxy servers may be blocked or removed.
Cheapest Superfast ISPs
  • Vodafone £22.00
    Avg. Speed 35Mbps, Unlimited
    Gift: None
  • Hyperoptic £22.00
    Avg. Speed 50Mbps, Unlimited
    Gift: None
  • Onestream £22.49 (*29.99)
    Avg. Speed 45Mbps, Unlimited
    Gift: None
  • xln telecom £22.74 (*47.94)
    Avg. Speed 66Mbps, Unlimited
    Gift: None
  • Plusnet £22.99 (*36.52)
    Avg. Speed 36Mbps, Unlimited
    Gift: £55 Reward Card
Prices inc. Line Rental | View All
The Top 20 Category Tags
  1. FTTP (2814)
  2. BT (2792)
  3. FTTC (1791)
  4. Building Digital UK (1759)
  5. Politics (1687)
  6. Openreach (1641)
  7. Business (1456)
  8. FTTH (1341)
  9. Statistics (1252)
  10. Mobile Broadband (1251)
  11. 4G (1077)
  12. Fibre Optic (1072)
  13. Wireless Internet (1035)
  14. Ofcom Regulation (1028)
  15. Virgin Media (1018)
  16. EE (709)
  17. Vodafone (681)
  18. Sky Broadband (675)
  19. TalkTalk (673)
  20. 5G (536)
Promotion
Helpful ISP Guides and Tips
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
»
Sponsored

Copyright © 1999 to Present - ISPreview.co.uk - All Rights Reserved - Terms , Privacy and Cookie Policy , Links , Website Rules , Contact