No Human Online Desktop Chat

Forums › Spark New Zealand (including Skinny and BigPipe) › No Human Online Desktop Chat

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quickymart

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#2824110 4-Dec-2021 07:32

I noticed this too, would be interesting to see what the rationale is although the cynical part of me thinks cost.

I ended up using Facebook Messenger to reach someone when I had a query, which doesn't bother me, but what if someone doesn't have Facebook or Whatsapp and only a non-smartphone?

lNomNoml

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#2824112 4-Dec-2021 07:45

quickymart:
I noticed this too, would be interesting to see what the rationale is although the cynical part of me thinks cost.

I ended up using Facebook Messenger to reach someone when I had a query, which doesn't bother me, but what if someone doesn't have Facebook or Whatsapp and only a non-smartphone?

Then they will have to go to the brick and mortar to be told to do it online since they don't seem to actually do support and only sell.

RunningMan

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#2824132 4-Dec-2021 09:16

quickymart:[snip]but what if someone doesn't have Facebook or Whatsapp and only a non-smartphone?

This was kinda the point I was making earlier - it's creating two levels of support, the haves and have nots. If you don't use one of those options, you get second rate support (well, I guess you could with the first options too!) but it would be so easy to have a web based chat platform that would give access to a much wider group. Surely supporting only one platform has to be easier than 3 or 4 platforms. You only have to look at Vodafone to see the support difficulties when things are spread across multiple different platforms.

gzt

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#2824174 4-Dec-2021 12:53

tdgeek: People want the cheapest service. If you offered them a lot more CS availability, they would jump at it, until they get told there is a cost to employ FTEU's to support that extra availability. I dont have the answer but thats the reality IMO

My experience with Spark recently is they have good availability, and smart good people. Problem is they have tied these people up with scripts and techniques to achieve metrics instead of solving problems.

cokemaster

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#2824176 4-Dec-2021 13:08

From what I’ve heard, squads are broken up along product lines, eg. Mobile, Broadband as seperate tribes… which on a infrastructure layer makes sense but performs poorly in my opinion on a product level, my personal opinion is that it’s better to look at whole of customer.

That and I’ve heard that the work culture is a ‘contact sport’ if you know what I mean.

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gzt

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#2824179 4-Dec-2021 13:27

FineWine: All I want is good and descent customer service with a real live person

Is there any reason you're not looking at changing your telco?

FineWine

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Nurse (R)

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#2824256 4-Dec-2021 15:16

gzt:
FineWine: All I want is good and descent customer service with a real live person

Is there any reason you're not looking at changing your telco?

The actual enquire was for an in-law who has inherited one of our old iPhone 7's to replace her old, really old, small keyboard type phone and who is also on benefits.

1 - cheapest cheapest plan
2 - churning from VF
3 - SIM card - transfer or new and cost
4 - transfer of contacts & calender

In the end my partner, her brother, and her went into local mall where Spark, VF & 6degrees are all next door to each other. Chatted to them all and VF beat the lot of them for her current VF very old plan. In fact it is so old that only the senior staff member knew about it. Loaded in new free SIM card. Was unable to transfer data. No biggie on that really as now she can enter in more detail with iPhone contacts app and calender app.

PS: the other iPhone 7 (75% battery health) will be up for sale soon 😀

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

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FineWine

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Nurse (R)

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#2824258 4-Dec-2021 15:18

gzt:
tdgeek: People want the cheapest service. If you offered them a lot more CS availability, they would jump at it, until they get told there is a cost to employ FTEU's to support that extra availability. I dont have the answer but thats the reality IMO

My experience with Spark recently is they have good availability, and smart good people. Problem is they have tied these people up with scripts and techniques to achieve metrics instead of solving problems.

That sounds about right - those post graduates earning their keep.

Whilst the difficult we can do immediately, the impossible takes a bit longer. However, miracles you will have to wait for.

steve98

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#2824297 4-Dec-2021 17:31

cokemaster: From what I’ve heard, squads are broken up along product lines, eg. Mobile, Broadband as seperate tribes… which on a infrastructure layer makes sense but performs poorly in my opinion on a product level, my personal opinion is that it’s better to look at whole of customer.

That and I’ve heard that the work culture is a ‘contact sport’ if you know what I mean.

Can we keep bulls*t terms like 'squads' and 'tribes' out of these forums, that's cringe agile talk that makes me want to vomit and that we don't need to normalise in real-life discussions. Let's talk about people and teams and groups, if we must discuss the internal organisation of a business at all?

Ragnor

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#2824834 6-Dec-2021 01:19

Chat bot recommends using MySpark App to contact them but MySpark web and app are in maintenance and have been for several hours....

Status pages are hard I guess.

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