What's the point of LiveChat/Live Message on Telstra and Optus?

nilesstandish on 04/11/2020 - 17:48
Last edited 04/11/2020 - 17:51

Is anyone sick of Telstra and Optus's useless Live Chat and Live Message service???

More than three times on three different occasions, on both Optus and Telstra, I have wanted to get a minor problem fixed (voicemail reset, Sim activated, etc) and after more than an hour of chat via my response, 5 minute delay, then response, then 5 minute delay, etc they told me they can't help me and to CALL their 1300 number!!!

What is the point of this service if they can't help and get you to start over again from scratch???

To frustrate customers more?

Why don't they just get rid of this useless LiveChat service and just tell people to call by phone, in the first place?

Since they will ultimately need to call ANYWAY!

Does anyone ignore Live Chat completely and just call their phone numbers in every instance?

Are there any good Businesses that have a good, responsive Live Chat service?

What about Speech Disabled people? What are they meant to do?

Mobile

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Comments

  • Hybroid on 04/11/2020 - 17:51
    +3

    Why don't they just get rid of this service and just tell people to call by phone, in the first place?

    Because the service is there to reduce load on phone calls in the first place.

    • nilesstandish on 04/11/2020 - 17:59
      +1

      So why do they then tell people to call them??

      • Hybroid on 04/11/2020 - 18:06
        +6

        Because they've reduced the load on phone calls and you haven't given up yet like many others have already.

        • nilesstandish on 04/11/2020 - 23:16

          Ah, so they rely on people to be meek, mild and stupid and just give up on their problems?

          That's interesting.

          I reckon people most people won't give up and just go to the TIO instead.

          I can now see why Telstra went up 36% in TIO Complaints last quarter, according to a TIO press release. As did Southern Phone.

    • pharkurnell on 04/11/2020 - 19:04
      +2

      But the "service" online doesnt achieve anything.. people have to call anyway.
      i tried once and just call now if I need anything… just the press 1 for this 2 for that shits me to tears. Why cant a human answer the phone and put you through to the right team in the first place.

  • hmac on 04/11/2020 - 17:52
    +1

    Um because covid is a thing? Companies have lost entire call centres? Did you want to maybe run the company instead?

    • nilesstandish on 04/11/2020 - 17:54

      Wrong.

      They DID lose call centres in March 2020, but everything is now back to normal.

      Every call centre is now back to normal for both Telstra and Optus, in November 2020!

      Don't believe the hype!

      • [Deactivated] on 04/11/2020 - 18:11
        +1

        Lol as if, Telstra using COVID to cut costs. Perth business centre 150 people lost jobs as they wouldn’t spend the cost to set them up at home, and WA had no COVID problem, first hand info.

      • hmac on 04/11/2020 - 18:14
        +2

        Everything is not back to normal. You do realise that the world does not revolve around Australia right? Most call centres are based in Philippines and covid is still pretty bad there.

        I think I would know a lot more than you considering I work for one of these companies? Most departments are still closed and some still close overnight due to a covid case.

        You need to stop thinking so narrowly and be a little more compassionate. If you have a problem, go instore and get it sorted lol

        • pharkurnell on 04/11/2020 - 19:06
          +1

          Most call centres are based in Philippines and covid is still pretty bad there.

          then anusholes to them and open call centers in Australia - people still need support, they dont need to sit on hold for hours to have some flog hang up on them "accidentally" as they answer the call.

        • nilesstandish on 04/11/2020 - 20:54

          If the Phillipines are closed, then why did the Filipino Live Chat ask me to call???

          Kinda defeats the purpose.

          • djones145 on 04/11/2020 - 22:06
            +1

            @nilesstandish: they prolly working from home, they can't get into specifics and can't log into accounts, so they can do the basics but if it's too hard, they get you to call.

      • djones145 on 04/11/2020 - 22:04
        +1

        most companies have call centres are in India and phillipines. they are still only operating at 20 odd percent. they can't work at home like the Aussie call centres, privacy, lack of stable telephone and internet and lack of computers in some cases

  • [Deactivated] on 04/11/2020 - 18:09
    +2

    Chat monkeys in a 2x2 cubicle, absolutely useless.

    • mincemeat on 05/11/2020 - 09:15
      +2

      I've spent time on those chats, once an entire hour, telling several different agents my name, address, account, DOB, Drivers Licence and summary of the issue. The only outcome is a higher blood pressure.

  • AustriaBargain on 04/11/2020 - 18:09
    +3

    For years now I've been using Telstra internet chat thing to solve all my problems and they always take care of me. Maybe I have a different, more needy, way of explaining my problems but they always help me out. I even order new stuff through the live chat, ordered my iPad Pro through live chat. May not be a good example because sales would take priority anyway, but I do non stales stuff through live chat too.

  • hmac on 04/11/2020 - 18:19
    +2

    Member since - 19/10/2020

    OzRant Spirit

  • EightImmortals on 04/11/2020 - 19:20
    +3

    Needs a poll.

    • Switchblade88 on 04/11/2020 - 22:23
      +1

      Which 'Live Chat' service do you hate more?

      • Telstra
      • Optus
      • nilesstandish on 04/11/2020 - 23:11

        Telstra.

        They take hours to respond.

        Optus take minutes.

      • EightImmortals on 06/11/2020 - 06:58

        And 'Both' :)

  • AndyC1 on 04/11/2020 - 19:20
    +1

    Script jockeys riding a merry-go-round. The Optus yescrowd is also the same for the Optus moderators. They pay peanuts for the support as it's offshore and they do not understand anything technical above 10th grade IMHO.

    Even the staff on the phone are no better based on my experience. You can never get to a level 2 support. I

    I only ever got one person at Optus over a 2 month period of calling and being on support for 40 hours that was knowledgeable and told me the truth that he could do nothing about the issue and could only send a message to another area within Optus.

    • nilesstandish on 04/11/2020 - 23:19
      +1

      Honesty is always the best policy.

      Even if the news is bad.

  • Ghost47 on 04/11/2020 - 19:58
    +2

    Because money.

  • whitelie on 04/11/2020 - 22:18
    +1

    Any time I've had an issue that can be sorted online/over the phone, I've always used Telstra's online chat. No complaints really, only ever had one issue they couldn't resolve so went in store and even they scratched their head for a bit but got it sorted eventually. Definitely prefer online chat rather than talking to someone…I can do it at my desk at work, not on hold for an hour, easy to get a transcript/record for follow ups.

  • TrumpisKing on 05/11/2020 - 07:36

    Never had any problem with their live chat for Optus.
    I prefer it over calling. Quicker and more conviniant.
    Maybe you're just having bad luck lol

  • Adz81 on 05/11/2020 - 07:49
    +2

    All of my dealings with Telstra have been done over live chat, quick, easy & painless… Far better than calling them, particularly handy when you get the transcript emailed as well.

  • gosuOaf on 05/11/2020 - 07:58

    i've had a number of issues sorted with optus live chat. yes it took a few minutes between messages but overall i found the experience positive and my issues sorted without needing to call. i'd go back to live chat if i have another problem. perhaps just unlucky?

  • MontyMacaw on 05/11/2020 - 08:42
    +1

    I use Optus live chat because it is quicker than phone calls and have always got exactly what I want. Sometimes with a discount. But then I always pay my bill on time.

    Take a chill pill. It’s 2020 after all and stress levels are through the roof ;)

  • Hol on 05/11/2020 - 08:55
    +1

    Two experiences with Telstra lately, one over 3 hours and they promised to ring back after wanting to go through credit check to increase plan by ten dollars, then didn’t ring.
    The other over two hours and still didn’t get resolved and the script from first call not on my file. Another promise for supervisor to ring back in one or two days.

  • [Deactivated] on 05/11/2020 - 09:00
    +2

    Then you call the 13xx number and they tell you to use the app. I had this when my address didnt appear in their NBN system even though it was on NBNCo.
    Called the number, they said to use app for "change of address" and "Missing NBN address".
    Finally called and when Auto-Karen answered I said my call related to "hurble gurble fleeber floba". Got put through to someone within a minute.

  • OzHunterNSW on 05/11/2020 - 09:39
    +1

    It's just a box that pops up giving you the impression "someone is there".

    I'm sick of this perilous labyrinths one must traverse simply in order to find a contact phone number.

  • What is rrp on 05/11/2020 - 10:18

    I've used live chats for Telstra, Optus and VF and have actually found them to be very helpful. I can start chatting at work and don't have to call them during lunch or after I get home. Almost all of the times my issues have been resolved.
    Also was using live chats before COVID , from 2018 I think.

  • ghostdom on 05/11/2020 - 14:41

    The online chat service from Telstra is totally BS.

    I spent 2 hours over the online chat, been kicked from one staff to another staff without notice in the middle of the chat, and the new guy just has no idea whats going on and advised what the previous staff said is wrong and impossible. (it is a changing mobile number from old plan to another existing new plan, from recent JB deals). Then after a few minutes, he just not reply anymore.

    Have been with telstra for years but never have been so disappointed with their service recenlty. They pretty much cancelled all phone chat service, and keep sending you a link to go online chat. For such a premium price, getting such a rubbish service.

    Will just walk away to another service provider.

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