Few things about my experience:
1. Your chat experience: options are not vague enough. if I see 'connect me with an agent' connect me with an agent. i understand you can use chat to pull info from your FAQs and serve them to customers easily to solve issues or trim them from the que but CMON if I know to say that then I know i cannot find what i need on the site. Also when there are no agents available it tells me to 'try again later' no if I want to sit in your que for 30 minutes so I will be next in line that is my choice
2. Your live agent experience - when I was connected i had to say the same thing literally 7 times in multiple ways and they either avoided the question or you have ai posing as a real person that doesn't work. If it says 'live agent' it needs to be a live person with brain cells. I work in the digital customer service industry, I know what information they need and how to probe so I communicate that way and it is very direct. my chat agent is not trained properly and it was a complete waste of time. Plus if you leave the screen (like if they tell you to do something or answer a text on mobile) it ends the chat. why. what is the point? whose idea was that. my question for the record was: should i be tring to do this on desktop vs mobile? should i go through the app or through the browser.... is that really that confusing for a DIGITAL CUSTOMER SERVICE AGENT
3. The integration between Verizon and Disney+: 3.2 million doesn't really surprise me and shouldn't have surprised you...also the integration between Verizon and Disney+ broke immediately. So you should have taken the tiles off your site....and told your chatters to stop telling people to try downloading it and that they aren't doing it right. For the record, I was attempting to do this on multiple devices from 3-11pm EST on Nov 13th
4. The phone wait experience: your chat is a poor experience. don't keep pushing people to go on chat especially if you don't have the resources to support it. also I am aware you had technical issues with Disney + last night. The automated message that started with the Disney + direction (that didn't work and what you were trying to fix) should have been disabled. I waited for 30+ minutes on hold
5. The agent I spoke to via phone: was great, helped me to the best of their ability with the resources at hand. was empathetic, competent, respectful, and transparent. I felt like they did everything they could to help me and listened to what i was saying and USED THEIR BRAIN. would give a 5/5 but only for this specific person, the rest of my experience until this interaction was horrible. and i left the call with an unresolved issue, i still have to call back tonight.
