- Marketing, Programs, and Events
- Re: How did "Live Chat" support you? - share your experience & win a smart phone!
07.29.2010 04:15 PM - edited 08.08.2010 05:25 PM
Live Chat support has been launched for a month. We are collecting your feedback to improve the service. How did "Live Chat" support you? What more would you like "Live Chat" to offer?
Haven't used it yet? Please go to the Support page and get your questions answered in real time M-F 9am - 5pm PT.
Give us feedback by filling out the post chat survey or post on this thread. A smart phone will be given away to one of the participants on August 31st!
08.08.2010 05:30 PM - edited 08.09.2010 03:24 PM
After listening to your feedback, we made the Live Chat image more visible on the Support page.
We always improve our service based on your input! Thank you for your effort.
Salmane won a smart phone by providing valuable feedback in July!
08.09.2010 04:50 PM - edited 08.09.2010 06:18 PM
After attending an AT&T developer program webinar , i decided to explore the site a bit more and take advantage of the resources it has. Though well organized, the amount of information available can be a bit overwhelming.
The chat support was quite handy to help guide me in the right direction. I think it is a valuable resource that saves precious time.
My feedback was with regards to the UI and the visibility/accessibility of the support chat link. The support team was quick to amend it so it is much more relevant and visible within the support page.
08.10.2010 08:14 PM
My experience of LiveChat has been an excellent one. It is a great tools for all of us to use for answers to quick questions and AT&T related questions. I think, especially for new developers, it will be the perfect way for a quick, easy, and personal way to get information.
Something that I think would help chat representatives would be a medium-large sized list of developement resources from each major mobile platform. I also think that a precompiled section of introduction videos would be good for the representatives to have also. Then, when a developer expresses interest in a new platform, or needs more development information, the representative will have some well maintained resources. A popular blog/forum would be a good resource to have for individuals as well.
Every time I have gone through the LiveChat, the representatives have been extremely nice and helpful. I think as this developer community grows, LiveChat is going to evolve into a much needed resource for any developer who needs to get their hands on information immediately.
I'd just like to finish up by saying that rather than looking at LiveChat merely as something we can go to for just answers to random questions, we could look at it is a tool to feed interest of multi-platform development and community growth. If a LiveChat representative gauges interest in other ideas, the representative could always strike up a dialogue with the other person. Not every connection has to be just a single question and answer. Also, by linking to other communities through these representatives, I think the AT&T development community to grow as people begin referring back to us.
08.10.2010 10:08 PM
I appreciate your "out of box" ideas. Live Chat certainly can be used as a tool for communicating ideas, suggestions, resources and networking with other communities!
08.27.2010 04:19 PM
Live Chat has helped me in finding stuff around the developer website before and I am truly thankful for that.
I have 2 suggestions for improvement of the chat feature, as follows:
1) Show time in the chat window - time at which each message was sent, next to each message.
2) Somehow increase the visibility of the chat message window when a support representative responds. Maybe the chat window could be put in front when a message is received or the window could flash in the task bar. This way if we are not looking at the chat window all the time, it could tell us that the representative responded and is waiting for us to respond. This would decrease the time your support representatives wait for the customer to respond.
08.31.2010 04:24 PM
Thank you. We will consider your suggestions.
After the chat, you can ask for transcirpt with time stamps. That's another way to see the time for each Q/A.
08.31.2010 07:59 PM - edited 09.04.2010 09:58 PM
Our winner of the month is tcm1010. Congratulations and a smart phone is on its way to you! Thanks to Salmane and Pwadehra for your input .
One smart phone will be given away on September 30th to one of the participants that posts a feedback on this thread.
09.03.2010 07:47 AM
In my experience, I found the pro-active follow-up by Hsuan-hua Chang quite unusual and exceptional. He looked at my chat transcript and deduced that my questions had not be well answered and followed up by proactively seeking me out for comment on whether this was the case. I told him not and he suggested I post the problem to this forum, resulting in a 1 day resolution to the issue.
The only thing I would suggest needs improvement is the chat support staff's quality of service should be improved with more training or even a better ability to refer problems to qualified personnel.
09.04.2010 10:11 PM
Thank you for the acknowledgement. Customer satisfaction is important to AT&T.
Live Chat is considered to be the tier 1 support. Agents answer questions in real time or re-direct the questions to the Forum if they don’t have a quick answer. Tier 2 or the developer community will help to answer questions on the Forum.
Your feedback helps us to improve the service. Thank you for your input.