1 to 1 help service via email with a technician

[tinyme123]

Despite leaving BT I have actually had a great service on the forums. Personally I believe this is a helpful place compared to ringing India.

Due to my experience of lies with BT (on phone) why don't they get rid of call centres all together and make use of email services. Obviously no call back (which I one of the biggest issues where nobody rings back) and everything can be documented as proof to protect customers and BT.

Instead of call centres, virtual assistance lets have an email service xD or extend this forums to technical people.

This will be a cost effective services compared to phone calls. Obviously a small call centre will be needed for people with no internet at all.

Gail

[Ectophile]

If your broadband isn't working, then it's not going to be a lot of use if you have to drive to the nearest cybercafe, just to send an email saying "my broadband's not working". It sounds like an incredibly slow and drawn-out way of fixing problems.

[gg30340]

Would it not be better just to train the staff better and make sure that if a call back is promised that it actually takes place.

As Ectophile has already intimated, it will be a long drawn out process unless you are sitting about waiting for the email to arrive and that the rep on the other end can reply immediately. In any event, live chat already does a similar thing but in real time and you can save a transcript of the call.

[tinyme123]

What is the probability of someone owning a smartphone - high What's the probability of a hotspot near by? High I've ripped my modem out for 3 days due to being annoyed.....yet I still have internet. Thanks to my neighbour lol! 1. No phone calls, waiting for live chats no cost really, no getting annoyed, no racism. Everything can be documented, you say call back that's great if u don't use a mobile in a dead zone. On top of this someone can be paid for sorting issues from home, no major call centre and can be paid on commission. Right I've been told by Bt that's I never made a phone call on x date at x time I did. This will reduce issues on both sides

[gg30340]

If it was such a great idea that would save staff and building costs I feel pretty sure that one of the big communications companies some where in the world would be using that model by now and as far as I know there are none doing that.

As regards the probability of being near a hotspot, I guess you don't live in a rural area.