Off topic: I thought the post would be a plea for tty support replacements since no one TTYs but everyone TXTs or IMs or emails.
My experiences: I don't know if others will chime in with their experiences, but Rogers in Canada has textual/live chat support channels in place and you can even contact a manager by chat. For background, Rogers is Comcast plus Verizon for Canada. Yeah. But I'm actually quite pleased by the chat service. As a customer I could copy and paste what I would otherwise repeat laboriously from agent to agent. The only weakness was that not everyone I needed to speak with had signed up for the chat service. Many departments then required me to call in, reference the chat, then get transferred. It would be nice to integrate the touch points between chat and call. Better still? Assume that I'm in the middle of an existing issue at the start by asking for a previous ticket number or having the right people call me back in a timely manner. Apple has done a few of these things but could use improvements, specifically in the disconnect between store and phone services or online. Microsoft... is still working on their Store processes, they've quite a few kinks as it took weeks of hour-long calls to finally place and receive an order -- and they asked me to call to place it from an email they sent me. Yeah, not calling or having others call me? Way better than calling and wasting both my and your time, service providers. If we both know time is limited, working asynchronously with the ability for escalations and status notifications is just what we need.
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Off topic: I thought the post would be a plea for tty support replacements since no one TTYs but everyone TXTs or IMs or emails.
My experiences: I don't know if others will chime in with their experiences, but Rogers in Canada has textual/live chat support channels in place and you can even contact a manager by chat. For background, Rogers is Comcast plus Verizon for Canada. Yeah. But I'm actually quite pleased by the chat service. As a customer I could copy and paste what I would otherwise repeat laboriously from agent to agent. The only weakness was that not everyone I needed to speak with had signed up for the chat service. Many departments then required me to call in, reference the chat, then get transferred. It would be nice to integrate the touch points between chat and call. Better still? Assume that I'm in the middle of an existing issue at the start by asking for a previous ticket number or having the right people call me back in a timely manner. Apple has done a few of these things but could use improvements, specifically in the disconnect between store and phone services or online. Microsoft... is still working on their Store processes, they've quite a few kinks as it took weeks of hour-long calls to finally place and receive an order -- and they asked me to call to place it from an email they sent me. Yeah, not calling or having others call me? Way better than calling and wasting both my and your time, service providers. If we both know time is limited, working asynchronously with the ability for escalations and status notifications is just what we need.