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Does chat cost this company more than using email ticketing system?

The first agent I talked to about another problem was via chat (window popped up unsolicited) and even called when I still had problems activating the phone (unfortunately I forgot his name as I'd only speak to either him or Kelly as they were GREAT) but second, named Patrick, not only scolded me for using chat-I had complained how I couldn't find the window in support-said you should only use the ticketing system for support, chat as was ONLY for new customers, (why so they would not know, it is much more difficult to contact customer service once you are an existing customer) and absolutely refused to call me back-said I would have to wait two days for a call back. I would not think that chat would cost more if you also in the ticketing system had a live agent responding instantly, unless the technology to use email costs more, it should cost the same, but it's easier to email by chat than email when you are "conversing" with someone (at the very least, you can see that the agent is typing, not wondering if someone on the other end may have dropped off. ) If ticketing system is used because of tracking only than it would be helpful to have a phone support system.

Talking is so much easier and less time consuming than typing, and although the company DOES offer free phone service, there will be people like me who will HAVE to buy the voice and data passes (perhaps hopefully there will be a telephone number that paying customers (other than buying the initial phone) can use. Pat and I wasted a lot of time with the confusion about the Scratch app, I naturally thinking it was the one on the phone, not understanding why he kept wanting me to go to Play store if it was there already.

Evagoblog

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Talking isn't necessarily easier and less time consuming than typing even if you have to search for each individual key. With any phone support system there will always be times that holding is necessary unless the company is seriously overspending on support or is so small they have very few customers. Additionally it would likely include some sort of machine answering at first to save money and to adequately filter calls (many customers will likely be able to help themselves using the automated system and if not they will not want to be transferred once they do get a live rep so ideally it should help get them to someone that can).

I'm sorry to hear about your experience. It sounds like there was definitely a lack of customer service. However I do not agree with you that Scratch Wireless should pursue phone support. I have personally found their customer service to be excellent and expedient when using the ticket system. They do offer outbound calls when warranted. Of course they need to be scheduled, but they will also spend an adequate amount of time needed to make sure your issue is resolved and offer follow up if needed. How often have you called support for another service having to wait on hold and get transferred multiple times only to get disconnected and having to call back and start over. Or having to call back several times over multiple days to reach an agent that could actually resolve your issue? How many times have you just given up trying to do so?

If Scratch Wireless were to add live phone support it would either be expensive (and those costs would likely be passed on to all customers, even those that don't use it- I would be slightly more okay with a pay to use type phone support, but I kind of think that's a terrible idea too) or it would be poorly implemented and divert resources away from improving the current system (which in my opinion already is excellent and has far exceeded my expectations).

You typed up quite a bit to share your frustrations here, but if typing really is a concern for you, your phone actually comes with an excellent built in speech-to-text feature. You should probably check it out.

Perry-David van Dillen 0 votes
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Sometimes it's just easier to talk to someone, especially if it's regarding a computer (was able to do that with a google agent about my chrome book and it was REALLY helpful actually see what I was doing on his-and that same principle works on the smart phone) google didn't have this service that Amazon started, but it was so successful that google started using it, and you could even see the agent, although they couldn't see you! Sometimes it's just faster and easier to ask/tell someone what's going on than just have to type everything out but I can see where you're coming from the story below.

Virgin mobile has an email support system but if the email got too complicated?? for them they said call support, one time support agent who probably saw the long notes on the problem, said he couldn't handle it and told me had to talk to another agent, although an agent in THAT section said I needed to talk to an agent in HIS section.

Self serve isn't the best. I hope after taking the time to responding to YOUR response, this gets posted. I couldn't sign in, had the link sent to reset password, clicked that it didn't come on, had it sent again, clicked link to reset, but it didn't seem to work but I got a home page and then clicked on to go to forum, even if I hadn't reset a NEW password, if it works and this is posted, I guess it works.

Evagoblog 0 votes
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What you're referring to with Amazon is Mayday and I agree that that is really cool and a great way to do customer service. There is a reason you don't see everyone doing that though, and I think a large part of that is the cost to entry. Such a service on our Scratch Wireless phones might speed up the process in resolving issues and might even help reduce returns due to unresolved tickets, so it could possibly save Scratch Wireless money in the long run. However, that really depends on how well the current system is actually working. If there are very few tickets that actually go unresolved then such a large investment would not seem to be prudent.

Anyway, I hope your issue has been resolved by now. If not, I'm sure the offer to call you back is still on the table and you'll be able to speak to a live agent. While you may have to wait a few days for the scheduled callback, I think the trade-off is well worth it for the unbeatable price and extremely flexible service that Scratch Wireless offers.

Perry-David van Dillen 0 votes
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Hello,

I didn't scold you for using chat, I let you know that chat was mostly used for people inquiring about the product and tickets are for issues.

The reason we use the ticketing system for issues and not live chat is because some issue are very difficult to solve and the tickets provide us a paper trail. Also some issues could take hours to fix and I don't think you would want to sit on chat for hours waiting for us to figure the issue out.

I am sorry you do not feel that we provide good enough support for our our free service. We work very hard to give you the best possible service and experience all for free.

Patrick Roberts 0 votes
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