If you are going to be online and offer online services or help, it's really important that you fulfill the implied promise. Web users are loyal but are also passionate when confronted with experiences both good and bad.
Check out this chat session I had two days after I signed up for Time Warner cable and internet service online and never heard anything back. I went to their site and found this great Chat feature....cool. Some kind of mixup surely....they will make it right for me......
We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.
analyst Francisco has entered room
Chris(Sun Feb 07 2010 16:52:48 GMT-0500 (EST))>
thanks
Francisco(Sun Feb 07 2010 16:46:51 GMT-0500 (EST))>
Thank you for contacting Time Warner Cable. We are currently testing our live chat function and appreciate your patience. At the end of our chat you will be given the option of taking a brief survey. My name is Francisco. Please give me a moment while I access your account.
Francisco(Sun Feb 07 2010 16:48:09 GMT-0500 (EST))>
Hello. Iunderstand that you want to receive our services. Is that correct?
Chris(Sun Feb 07 2010 16:54:44 GMT-0500 (EST))>
yes please? I signed up last week on line and have not heard from anyonne
Chris(Sun Feb 07 2010 16:54:52 GMT-0500 (EST))>
it's kind of time sensitive to us
Francisco(Sun Feb 07 2010 16:49:11 GMT-0500 (EST))>
I apologize for this inconvenience.
Chris(Sun Feb 07 2010 16:55:16 GMT-0500 (EST))>
thanks
Chris(Sun Feb 07 2010 16:55:18 GMT-0500 (EST))>
can you help?
Francisco(Sun Feb 07 2010 16:49:47 GMT-0500 (EST))>
I will be more than happy to assist you in this matter.
Chris(Sun Feb 07 2010 16:55:52 GMT-0500 (EST))>
great
Chris(Sun Feb 07 2010 16:55:57 GMT-0500 (EST))>
when can you come?
Francisco(Sun Feb 07 2010 16:50:50 GMT-0500 (EST))>
Please give a moment while Is search your installation order in the system.
Chris(Sun Feb 07 2010 16:56:58 GMT-0500 (EST))>
thank you
Francisco(Sun Feb 07 2010 16:51:41 GMT-0500 (EST))>
Can you provide me with your address please?
Chris(Sun Feb 07 2010 16:58:06 GMT-0500 (EST))>
the service address is 124 Whiterock Ave, Crested Butte CO 81224
Chris(Sun Feb 07 2010 16:58:21 GMT-0500 (EST))>
I have a confirmation number: 59468
Francisco(Sun Feb 07 2010 16:52:44 GMT-0500 (EST))>
Thank you for the information. Please a moment while I search this address.
Chris(Sun Feb 07 2010 16:59:02 GMT-0500 (EST))>
thanks
Francisco(Sun Feb 07 2010 16:56:18 GMT-0500 (EST))>
Mr. Baggott, I did not find you address in the system. I will transfer you to our sales department, this department handle the online requests.
Francisco(Sun Feb 07 2010 16:56:58 GMT-0500 (EST))>
Please give a moment while I transfer you.
Chris(Sun Feb 07 2010 17:03:07 GMT-0500 (EST))>
k
Francisco(Sun Feb 07 2010 16:57:34 GMT-0500 (EST))>
Please wait while the problem is escalated to another analyst
analyst Alex has entered room
Alex(Sun Feb 07 2010 16:57:42 GMT-0500 (EST))>
Thank you for contacting Time Warner Cable Online Customer Service, my name is Alex. May I have your complete name please?
analyst Francisco has left room
Chris(Sun Feb 07 2010 17:04:13 GMT-0500 (EST))>
hello?
Chris(Sun Feb 07 2010 17:04:25 GMT-0500 (EST))>
My name is Chris Baggott
Alex(Sun Feb 07 2010 16:58:33 GMT-0500 (EST))>
Hello. Thank you for providing your name. How may I assist you with today?
Chris(Sun Feb 07 2010 17:04:39 GMT-0500 (EST))>
seriously?
Chris(Sun Feb 07 2010 17:04:42 GMT-0500 (EST))>
sorry
Chris(Sun Feb 07 2010 17:05:00 GMT-0500 (EST))>
don't want to be rude but I just spent 10 minutes giving data to another person
Chris(Sun Feb 07 2010 17:05:08 GMT-0500 (EST))>
that doesn't transfer to you?
Chris(Sun Feb 07 2010 17:05:23 GMT-0500 (EST))>
I'm trying to become a customer
Chris(Sun Feb 07 2010 17:05:35 GMT-0500 (EST))>
I have a confirmation number: 59468
Chris(Sun Feb 07 2010 17:05:48 GMT-0500 (EST))>
I signed up online and no one has ever contacted me
Alex(Sun Feb 07 2010 17:00:05 GMT-0500 (EST))>
I do apologies for your bad experience.
Chris(Sun Feb 07 2010 17:06:22 GMT-0500 (EST))>
can you help me?
Alex(Sun Feb 07 2010 17:00:45 GMT-0500 (EST))>
Sure, You would like to know about the information on installation, correct?
Chris(Sun Feb 07 2010 17:07:02 GMT-0500 (EST))>
yes please
Chris(Sun Feb 07 2010 17:07:16 GMT-0500 (EST))>
I have a bunch of stuff to coordinate this week and Have to have service before Friday
Chris(Sun Feb 07 2010 17:07:27 GMT-0500 (EST))>
but now one has contacted me?
Alex(Sun Feb 07 2010 17:01:41 GMT-0500 (EST))>
Thank you for the confirmation.
Alex(Sun Feb 07 2010 17:02:09 GMT-0500 (EST))>
I would like to inform you that you will need to contact the Time Warner Cable online customer service center for installation related infromation.
Alex(Sun Feb 07 2010 17:02:13 GMT-0500 (EST))>
Would you like me to provide the number?
Chris(Sun Feb 07 2010 17:08:26 GMT-0500 (EST))>
number for what?
Chris(Sun Feb 07 2010 17:08:52 GMT-0500 (EST))>
no I want them to contact me?
Chris(Sun Feb 07 2010 17:08:55 GMT-0500 (EST))>
who are you?
Alex(Sun Feb 07 2010 17:02:58 GMT-0500 (EST))>
You will need to contact the Time Warner Cable online customer service center for installation related infromation.
Chris(Sun Feb 07 2010 17:08:59 GMT-0500 (EST))>
are you not Time Warner?
Chris(Sun Feb 07 2010 17:09:11 GMT-0500 (EST))>
come on?
Alex(Sun Feb 07 2010 17:03:17 GMT-0500 (EST))>
I would like to inform you that this chat support center specializes in online offers. I will be more than happy to assist with questions about these offers.
Chris(Sun Feb 07 2010 17:09:33 GMT-0500 (EST))>
why did I just spend all this time online when you can't do anything but give me a phone number?
Alex(Sun Feb 07 2010 17:04:22 GMT-0500 (EST))>
Please accept my apologies for the inconvenience caused.
Alex(Sun Feb 07 2010 17:04:30 GMT-0500 (EST))>
This chat support center specializes in online offers. I will be more than happy to assist with questions about these offers.
Alex(Sun Feb 07 2010 17:04:34 GMT-0500 (EST))>
The Time Warner Cable online customer service center number is 1-866-410-4446.
Chris(Sun Feb 07 2010 17:10:50 GMT-0500 (EST))>
I know this isn't your fault but you have to appreciate how this is terrible customer service right?
Chris(Sun Feb 07 2010 17:11:11 GMT-0500 (EST))>
I see why everyone told me to go with Direct TV
Alex(Sun Feb 07 2010 17:06:37 GMT-0500 (EST))>
If you have just another moment, I would like to ask a question or two about your situation to see whether we can make your service even more enjoyable for your family. Will that be all right?
Alex(Sun Feb 07 2010 17:08:11 GMT-0500 (EST))>
May I please confirm if you are still connected with this chat session?
Chris(Sun Feb 07 2010 17:14:22 GMT-0500 (EST))>
i'm here
Chris(Sun Feb 07 2010 17:14:49 GMT-0500 (EST))>
I'm blogging about this right now...so I'll be around for awhile
Chris(Sun Feb 07 2010 17:15:50 GMT-0500 (EST))>
but you understand I'm sure that it is impossible for me to enjoy your service if I can't even buy your service. You see the irony in that right?