Unacceptable waiting time on chats.

[dansgalaxy]

Hi,

Okay, i like webhosting uk, they are a good company.

But the support chat help is crap.

When you have someone there activly helping its brillent, but way too often they take huge amounts of time to respond.

Like now, I have been transfered to an operator, explained the problem and he has said nothing. i have had enough time to go and make a cuppa, check previous posts on here, and post this!!!

It seems what would help support, is to reduce the number of chats each operator handles at the same time. I understand that often a operator can handle 2 - 3 chats at the same time, but often they obviously can not.

Now the guy is back and answering me he is great, and seems to be doing whats needed to solve my problem.

Just the damn waiting i cant put up with, when i am getting 20 emails a minute about hack attempts and i cant even login to WHM i need support to be there when i need it. not 20 minutes later.

Dan

[Dan]

Hi,

Okay, i like webhosting uk, they are a good company.

But the support chat help is crap.

When you have someone there activly helping its brillent, but way too often they take huge amounts of time to respond.

Like now, I have been transfered to an operator, explained the problem and he has said nothing. i have had enough time to go and make a cuppa, check previous posts on here, and post this!!!

It seems what would help support, is to reduce the number of chats each operator handles at the same time. I understand that often a operator can handle 2 - 3 chats at the same time, but often they obviously can not.

Now the guy is back and answering me he is great, and seems to be doing whats needed to solve my problem.

Just the damn waiting i cant put up with, when i am getting 20 emails a minute about hack attempts and i cant even login to WHM i need support to be there when i need it. not 20 minutes later.

Dan

Hi Dan,

Sorry to hear that you are facing such issues. If you are facing issues with chat, maybe try a different department for example, if you are queuing up for VPS queries, try Technical Support and vice versa.

Also feel free to make use of the telephone numbers in my signature

I'm sure an official response will be made soon

[j03]

I know what you mean. 95% of the time, they are quick, reponsive and helpful... But somtimes, they are not very... responsive!

[Administrator]

Hi Dan and Joseph,

Our QA department has implemented some new procedures to track performance of Staff members answering livechats. We have over 500 feedback reports for last month and team leaders of respective departments have been informed to take care of feedback reports for their departments.

We have made list of all complaints and testimonials. We will take action on the complaints and appreciate staff members who got maximum number of positive feedback.

[dansgalaxy]

Apologies, i like to rant sometimes.

I think i have to admit one of the most fustrating things is the support is good! lol.

That probably makes no sence, but its one of those situations of most of the time you get good support, its just the huge wasted time in the middle of the extremally good support! lol.

It seems obvious that the problem is the operators are handling multiple chats, which is why it gets like this, which of course i have no problem with, its just being left i dont like.

Personally i would have no problem with an operator talking to me and when they realise my problem will take some time if they just said, sorry im a bit busy now, i can forward you to someone else or you can wait for half hour i would be happy. thats all it needs in my view.



Dan

[j03]

Hi Dan and Joseph,

Our QA department has implemented some new procedures to track performance of Staff members answering livechats. We have over 500 feedback reports for last month and team leaders of respective departments have been informed to take care of feedback reports for their departments.

We have made list of all complaints and testimonials. We will take action on the complaints and appreciate staff members who got maximum number of positive feedback.

OK, Great. I wasn't making a complaint - I was just agreeing with Dan. On the whole, Live Support is very helpfull! I will try and rate my experiences whenever I finish a chat with one of your operators.

[WHUK-DAN]

Personally i would have no problem with an operator talking to me and when they realise my problem will take some time if they just said, sorry im a bit busy now, i can forward you to someone else or you can wait for half hour i would be happy. thats all it needs in my view.Dan

Yes I do agree to the fact that if you are on Live Chat irrespective of whether it is an Operator or the Client, one should always inform if you need some more time or if you are busy with something else. By doing so you do keep the person that you are chatting with in a good mood.