I'm in EarthLink's "Live Chat" right now...

DurocShark

Lifer
Apr 18, 2001
15,708
5
56
The person's name is "BabanrajT"

I swear he/she's using cut/paste responses. Everything he/she's saying is WAAAY too whitebred. Obviously designed by a Marketing drone.

Here was the conversation:

" Welcome to EarthLink LiveChat, your chat session will begin shortly.
Shift your dial-up connection into high gear! With the new EarthLink Accelerator, you can surf the Web up to five times faster. This powerful tool is free for all EarthLink dial-up subscribers


'BabanrajT' says: Thank you for contacting EarthLink LiveChat, how may I help you today?
durocshark@hotmail.com: Earthlink is not providing any services to me, why is my CC being billed $149?
BabanrajT: Could you let me know your EarthLink email address or the account number so that I can pull up the account?
durocshark@hotmail.com: I don't have one.
durocshark@hotmail.com: I don't have Earthlink.
BabanrajT: Could you let me know first name, last name and complete address along with the phone number we have on our records for the account?
durocshark@hotmail.com: <DurocShark's Info>
BabanrajT: Please hold on while I pull up your account details.
BabanrajT: Thank you for being on hold.
BabanrajT: For account security, could you please verify the last four digits of the credit card we currently have on file or the pin number on the account?
durocshark@hotmail.com: <CC info>
BabanrajT: Thank you for the account verification information.
BabanrajT: On reviewing of our records, I see that the order is cancelled and there was a charge on the account. I request you to contact our pre-install at 888-847-4708 and submit the order once again and once the new order is complete you can get back to us and we will process the credit on the account.
durocshark@hotmail.com: how can there be a charge? I can't order DSL From you because I live in a Pacific Bell / SBC area and have AT&T for my local service. SBC doesn't allow stacking 3rd parties.
durocshark@hotmail.com: I don't want Earthlink, and couldn't use it even if I did.
BabanrajT: I am sorry for the inconvenience this may cause to you. I request you to kindly contact our customer service through phone to best assist you in this regard.
BabanrajT: EarthLink's Customer Service Department can be reached Monday through Friday 5 AM to Midnight Pacific Time and 6:00 AM to 6:00 PM Pacific Time on weekends at (800) 719-4660.
durocshark@hotmail.com: thanks
BabanrajT: You're welcome and thank you for using EarthLink LiveChat. Should you need further assistance, please feel free to contact us again.
Chat session has been terminated by the site operator. When you close the chat window a survey window will open. Please take a minute to fill in the survey and let us know how your chat session was."

I'm definitely filling out the survey. :|
 

AnyMal

Lifer
Nov 21, 2001
15,780
0
76
Sounds to me like you were chatting to the outsourced CS support somewhere in India
 

Ketteringo

Banned
Feb 2, 2002
4,302
0
0
I would have sworn I was talking to a bot when I did online help with norelco. I even asked it if it was a real person :) I still think it was lying to me...

"Chris all right, i'll have to get it fixed when I go home then
Max Sure Chris.
Max Is there anything else I can help you with today?
Chris are you a real person?
Max Thank you for asking Chris. I am a real person here answering your questions.
Chris heh, all right
Chris thanks!
Max You?re welcome Chris. It?s been a pleasure assisting you today.
Max Have a Nice Weekend.
Chris you too! "
 

guyver01

Lifer
Sep 25, 2000
22,135
5
61
As someone who writes responses for my company, there is a reason behind some of the 'macro' responses. Most likely the company wants to make sure that all representatives reply the same way, so the customer receives the same response whether they are on the phone, on the internet, via email, or via snail mail. With most companies, if you speak to 10 different people, you'll get 10 different replies. That's not good for the customer's experience, as they don't know who is correct, who is not, and what to believe.
Also, many times, a representative will receive the SAME question, and as such, standardized responses are common. You may think your question is unique, but believe me... we've heard it a dozen times already.
Also, while on the phone, you can hear a representative talking to you. On internet chat, you cannot. So if you're writing a paragraph response, the customer may think you forgot about them. Having pre-written responses which can be altered or tailored to a situation, also makes for a positive customer experience.